Complaints

This profile includes complaints for Freedom Federal Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Freedom Federal Credit Union has 7 locations, listed below.

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• 

  Freedom Federal Credit Union

  PO Box 1545 Bel Air, MD 21014-7545

• 

  Freedom Federal Credit Union

  5002 Hoadley Rd and Blackhawk Rd Gunpowder, MD 21010

• 

  Freedom Federal Credit Union

  2019 Emmorton Rd Bel Air, MD 21015-6171

• 

  Freedom Federal Credit Union

  2025 Pulaski Hwy Havre de Grace, MD 21078-2144

• 

  Freedom Federal Credit Union

  1304 E Churchville Rd Bel Air, MD 21014-4707

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:09/18/2023

  Type:Customer Service 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.

  see Attached document

  Business Response

  Date: 09/27/2023

  Freedom Federal Credit Union (Freedom) has reached out and spoken with Mr. ****** on
  9/26/2023 providing an update on the status of the dispute, we have informed
  Mr. ****** of the credit of $513.33 given on 8/13/2023 and explained the credit
  card dispute process. Freedom FCU has escalated Mr. ******** case and concerns
  with Freedom’s upper management and will be providing regular updates to Mr.
  ****** on the status of the dispute case. No additional interest may be charged
  on disputed charges and any interest that may have been charged in error will
  be credited back to Mr. ******** current credit card. Credit for the fraudulent
  charges will be applied to Mr. ******** current credit card. On 7/11/2023, Mr. ******’ card was placed as stolen status.
  At that time, a lost/stolen report with the disputed charges was submitted to
  Fraud Management. Mr. ******** compromised credit card was re-credited for the
  fraudulent transactions within the regulatory two billing cycle timeframe on
  8/13/2023.  

  Customer Answer

  Date: 09/28/2023

  
  
  Complaint: ********
  

  I rejected their offer because:

  1. The fraud amount is $582.33 (101.92+69.64+101.31+69.93+68.80+101.64+69.09 =582.33), plus $12.00, 2 1/2 months interest, not the amount they claimed ($513?).

  2.As of to date, I didn't receive any credit to my active VISA account **** **** **** **** as of today. In their email response, they said that they credited.to compromised  card ending in **** on 8/23/2023.

  
  
  Sincerely,
  
  
  
  ********* ******

  Business Response

  Date: 10/03/2023

  Freedom Federal Credit Union responded to Mr. ****** to provide additional updated information on his
  disputed case on Monday, October 2nd, 2023.  We provided him
  directly with the confirmation and update that the adjustments have been made
  and the full credit owed totaling $582.42 will reflect on his active card
  ending in ***** within 2-3 business days.  We apologized for the delay
  and any inconvenience this may have caused.  As of the date of this
  response submission (10/3/2023), we have confirmed that the credits were posted
  to card ending *****, along with $157.08 in an interest credit.

  Customer Answer

  Date: 10/03/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ********* ******

• Initial Complaint

  Date:12/22/2022

  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.

  On 27 November 2022, in response to a notice from FreedomFCU, I reported my debit card as lost/stolen due to some issue the organization was having with fraudulent charges to their customers' cards. I was subsequently told it would be "7 to 10 business days" from 30 November before my card was replaced. Subsequent messages from Freedom placed the latest date was being 20 December.I have not received my card.This afternoon I attempted to call the credit union, was placed on hold an inordinately long time, and transferred to a call center.

  Business Response

  Date: 01/06/2023

  Freedom worked quickly to address the aforementioned debit card incident and make our members whole. Credits were provided to any impacted member within two business days. We provided regular updates to members as any new information was available, including that related to the issuance of replacement cards. The card issuance request was completed the on the third business day following the incident. While cards did take longer than expected to arrive, due to production delays from a third party card processor and holiday shipping timelines, the member has been provided with a new debit card that was activated as of 12/29/22. This matter is considered to be resolved.