Complaints
This profile includes complaints for Arbor Financial Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 4 total complaints in the last 3 years.
- 3 complaints closed in the last 12 months.
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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:02/18/2025
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 used my arbor card at an atm on ********************************************** on 2/17. During the deposit of cash the *** shut off and restarted. My card was returned after about a minute of the *** restarting but no receipt nor was my cash returned. Call Genisys credit union and they mentioned I had to contact Arbor. I called Arbor on 2/18 to resolve the issue and they transferred me over to the debit services and they were unable to find my account. So i had to call back to Arbor to resolve the issue.
Business Response
Date: 02/21/2025
Good Day,
In response to complaint #******** to the Better Business Bureau, filed by Arbor Financial member ******* ******, I offer the following additional information:
On Monday, February 17, 2025, Mr. ****** states he attempted to deposit $150 cash to his Arbor Financial account via an ATM managed by ******* Credit Union. Due to an unknown (possible mechanical) issue with the **** Mr. ****** states he did not receive a receipt for this deposit, and his cash was not returned to him. Mr. ****** contacted Arbor Financial on Tuesday, February 18, 2025, to report this issue. He was referred to Arbor's third*party cardholder services team, who determined, due to the nature of his issue, he would be better served by contacting Arbor directly. Mr. ****** contacted Arbor again on Tuesday and spoke with a card services representative, who provided provisional credit of $150 to his account that same day, while the issue is researched and resolved.Arbor Financial feels this issue was resolved promptly and thoroughly. We urge Mr. ****** to reach out to Arbor Financial with any questions or for further assistance.
Thank you,
***** ******
Vice President * Operations
Initial Complaint
Date:08/16/2024
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.
The credit union pulled a hard inquiry on my credit report for a simple request to open a basic checking account.Business Response
Date: 08/19/2024
Good Day,
Arbor Financial Credit Union is in business to serve our members and also to manage risk for the benefit of all members. At this time, Arbor's checking account approval process includes requesting and reviewing a current credit report on checking account applicant(s). Obtaining verbal approval to pull a credit report is standard operating procedure.
I would be happy to answer any further questions.Customer Answer
Date: 08/23/2024
Complaint: 22152439
I am rejecting this response because: When I went yo the business to open a checking account, I was told that they would do a soft pull. The manager insisted that it would not be a hard pull. Which is a hard inquiry on my credit report.
Sincerely,
***********************Business Response
Date: 09/06/2024
Hello,
Arbor Financial CU has reached out to ****** and the issue has been resolved to the satisfaction of both parties. I attempted to reply in this manner to the BBB follow up email, but there is no option at this time to add additional comments. What is your recommendation for finalizing the tracking of this complaint and resolution?
Thank you,
*****
*************************************
Customer Answer
Date: 09/07/2024
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:02/24/2023
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.
On 10-12-22 my vehicle a 2009 ***** suburban was totalled in my drive way. I immediately called my insurance company state farm in ******, ** *****. Following that I called my car loan company also my bank arbor financial credit union. I was told on 10-12-22 there was nothing else I had to do. The insurance company would decide if my vehicle was totalled and then they would let the bank know since there is a lean on the vehicle. On 10/27/2022 State farm declared my vehicle a total loss. At the begining of November of 2022 i recieved a letter from my bank stating i was late on my payment. I told ******* in debt solutions my insurance company is sending a check and i was having to find a ride to work every day so i couldn't pay that. Fast forward 2 months and I get an alert that I'm late on my vehicle payment from my credit card company. I call my insurance company and they said they were waiting for paper work from arbor that's why they never sent a check. So I called arbor and all the sudden the paper work was sent and the check was in return sent. I tried to get them to reverse it on my credit which they said they would but I had to dispute it on my credit. So I did. Then they did not fix it. My insurance company has proof they were waiting on arbor to send the check.Business Response
Date: 03/08/2023
Arbor Financial Credit Union has reviewed the details surrounding the timely processing, by all parties, of the auto loan payoff mentioned in the complaint. We have been in contact with our member and have worked with her to positively resolve the issue in question.Customer Answer
Date: 03/11/2023
Complaint: 19490270
I am rejecting this response because: nothing was changed on my credit report.
Sincerely,
***************************Business Response
Date: 03/24/2023
Date Sent: 3/16/2023 3:20:59 PM
In working to resolve the original complaint submitted by ***************************, it was discovered that additional maintenance needed to be completed to reflect on-time payments. These adjustments have been made. We apologize for this error and have promptly corrected it. All payments on this loan are now reflecting as paid as agreed.
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