Complaints

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

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  Cobalt Credit Union

  7148 Towne Center Pkwy Papillion, NE 68046-2125

  
• 

  Cobalt Credit Union

  PO Box 1149 Bellevue, NE 68005-1149

  
• 

  Cobalt Credit Union

  1216 N Washington St Papillion, NE 68046-3064

  
• 

  Cobalt Credit Union

  2204 Longo Dr Bellevue, NE 68005-7900

  
• 

  Cobalt Credit Union

  219 S 23rd St Plattsmouth, NE 68048-2903

  

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:04/06/2025

  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'm Not Liable or Responsible for this account with ********* ***. I do Not have a Contract with this Company. They did Not provide me with an Original Contract as Requested.

  

  Business Response

  Date: 05/06/2025

  Hello *** *******
  
  Thank you for sharing feedback. We would like to address the concerns with you and offer solutions to the concerns you may have. Our goal is to continue providing excellent service to you and all our members.   We apologize for any inconvenience and will look into this matter as we are attempting to reach you.
  
  Thank you!
  

  Customer Answer

  Date: 05/30/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Yes, the two different representatives I spoke with assured me that the issue can now be resolved and that I should look for the deletion of the account. That's the only thing I am waiting for at this point. They seemed to understand the "problem," which is when you are reporting a fully paid, closed account as a “write-off” that violates Federal Law; FCRA §1681e(b) (“maximum possible accuracy”), Metro 2 accuracy standards, and Nebraska’s Deceptive Trade Practices Act (Neb. Rev. Stat. § 59-1602). This is violating my rights and harming my ability to pursue and acquire new credit opportunities.
  
  This is why I am insisting that you to notify Experian, Equifax, and TransUnion to permanently delete the old Creighton FCU account from my credit report and confirm here on the BBB dashboard so that we can finally close this complaint. The two men I talked to were very nice and understanding, recognized the error, and they told me they were going to remove it. Your latest response feels redundant and out of touch with the conversations I've already had to help me conclude this complaint.
  
  Please see the screenshots I uploaded for the illegal violation that is currently being committed against me.
  
  Sincerely,
  
  
  
  ******* ******

  

  Business Response

  Date: 05/30/2025

  *** *******  
  The credit bureau reporting
  is accurate.  The reporting in the credit bureau reflects the chain
  of events leading to a paid charge-off. 
  Should you have any question,
  please contact the credit union at *** *********
  Thank you.

• Initial Complaint

  Date:09/23/2024

  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.

  Cobalt credit union has Numerous times stated that they did not have any ability to reject overdrafts when I have asked about it. According to their representatives, any bill that is drafted from the account will approve as "A charge for services rendered is something we can't stop because you have already received the service", however as of September 16th, they immediately rejected a charge from **** that overdrafted the account, which had a deposit the same day before close that put it into the positive, then fraudulently listed a $35 charge as being to **** that is in fact an overdraft fee from the bank according to the service rep i spoke to today, despite the account being in the positive with the charge being rejected. Upon looking into my account further, this is the 3rd time a charge from **** has overdrafted the account, and each time an additional $35 charge is posted immediately after, with the 1st and 2nd charges having been approved to overdraft I am seeking a resolution in the form of a letter to either myself or **** explaining that their failure to follow their own procedure as I have been informed of it is the issue, and a refund of at least the 3 $35 charges in question, preferably all overdraft fees I have been charged in the last 12 months they claim to have been unable to stop from happening, which amounts to $145.

  

  Business Response

  Date: 09/26/2024

  I spoke with *** regarding
  his situation.  He didn’t understand Velocity ILS overdraft courtesy and
  the changing limits. He also said he does understand overdraft in general and
  wants his account to overdraft. *** said he assumed since his account has over
  drafted in the past for **** that it would always do it and not reject the
  transaction like it did.  I explained the recent fee was not for
  overdraft, rather an insufficient funds fee, as at 1:15am when the funds were
  requested, he only had $4.44 and his overdraft courtesy at the time was $25 so
  it didn’t overdraft it rejected the transaction and in this case an NSF fee was
  applied.  He is requesting an email from me stating that there was a
  misunderstanding (which he admitted was on his behalf of how the overdraft
  worked).  I let him know that I would take care of 1 $35 fee as courtesy
  since he misunderstood. He thanked me, and said he would update the BBB
  complaint that he has spoke with Cobalt and he is satisfied with the
  resolution.  I also let him know that we would be sending our response to
  the complaint as well.   
  
  Below is the email I will send to ***.
  
  ***,
  I
  hope this email finds you well.
  I am writing to follow up on our recent conversation regarding
  the overdraft courtesy and the insufficient funds (NSF) fee applied to your
  account. As discussed, there was a misunderstanding about how the Velocity ILS
  overdraft courtesy and changing limits work. You mentioned that you understand
  overdraft in general and prefer your account to overdraft. However, you assumed
  that since your account had overdrafted in the past for **** transactions, it
  would always do so and not reject transactions.
  To clarify, the recent fee applied to your account was not an
  overdraft fee but an NSF fee. At the time the funds were requested (1:15 AM),
  your account balance was $4.44, and your overdraft courtesy limit was $25.
  Therefore, the transaction was rejected, and an NSF fee was applied.
  I appreciate your understanding of the situation and acknowledge
  that the misunderstanding was on your part regarding how the overdraft worked.
  As a gesture of goodwill, I have waived one $35 fee as a courtesy.
  Thank you for your cooperation and for updating the BBB
  complaint to reflect that you have spoken with Cobalt and are satisfied with
  the resolution. Please be assured that we will also be sending our response to
  the complaint.
  If you have any further questions or need additional assistance,
  please do not hesitate to contact me.
  Best regards,
  *********

• Initial Complaint

  Date:09/18/2024

  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.

  My spouse works crazy hours so we had it approved for me to be able to speak on his behalf. We ended up falling past due so I/We tried to speak with the customer service rep ******** (however you spell it) she got very hostile and refused to speak with me, took away the options for me to try to redeem the account. fast forward to today- colbalt for the first time EVER contact my husband on his phone number (mind you we have had the loan since '21) stating the vehicle is being repossessed unless we pay 1150 (or something of that) immediately via cashier check or a bank wire. they also demanded a paystub and insurance information from us... Which has never been a question before.
  
  I was willing to do this however i wanted details as to where the $1775 payments over the course of the last two months was going since they were claiming that we owed around double that.
  We tried to call them back left multiple messages and could not get a phone call back or anyone to answer the phone at all. We wanted to discuss the account and see where the $1775 payments were going and why is it not being updated onto the balance that was due and if it is then what is our current past due balance. Yes im frustrated and i am posted on BBB because we CANT GET ANY ANSWERS!

  

  Business Response

  Date: 09/24/2024

  We have reviewed the complaint and researched the account in question.  Contact was able to be made with the borrower and his spouse(complainant).  Cobalt and the borrower are currently working to find a resolution for the account.

  Customer Answer

  Date: 09/24/2024

   
  
  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:07/02/2024

  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 was calling in to speak with a staff today about a situation with my mother and a loan payment. I was told by staff named ********* that due to my name not being on her bank card I can’t make car payments on her behalf. My mother JoAnn had a stroke in February and hasn’t been able to make payments but I have been making them with her card. I was told that if she calls in and approves me as person to pay with her card it would be ok. But I was told that is not an option and company policy doesn’t allow that. I asked if I could speak to her supervisor on the decision and she was able to transfer for me. While speaking to the supervisor I explain to the lady that due to my mother having a stroke she couldn’t physically come into the bank or speak on the phone to make payments because she is not competent to do so herself. I repeated it and then as well told the supervisor that in April and in May I told tenants at online banking the same situation and the payments on my mother’s car was approved. In June while trying to make a payment they told me I couldn’t make the payments. I was respectful and told her that it was the companies mistake of letting the payment go through. I said to the supervisor that since it was the companies mistake for not informing me of the issue it should be considered written off. While speaking and telling the supervisor this, she hangs up on me. And when I call back to ask for the supervisors name I can’t get through. My mother has been with Cobalt for years and to be treated with the disrespect of being hung up on is unacceptable.

  

  Business Response

  Date: 07/03/2024

  ***** ** ******

  We spoke this morning and we at the credit union, empathize with the challenges of the situation.  When unexpected things happen to us and our family members, it certainly can put us in a bind to conduct what are seemingly day to day banking functions.  You are working diligently to resolve a payment question for an account here at Cobalt and are faced with a challenge of who owns the debiting account outside of Cobalt.  We too want to assist but cannot knowing violate a governing rule of debit cards.  If the card was in your name on your mother's account, we could abide as requested.  We do have another suggestion that may be of assistance.  Please give me a call back at *** ******** so we may explain.

  Thank you,

  Keli

• Initial Complaint

  Date:06/17/2024

  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 have had the wrong information updated by the company. They didn't inform me a vehicle repossession in a timely manner by Nebraska state law. The first time of the vehicle repossession was in July 2023 when the tow company just showed up to the residence and towed the vehicle. The second time was May 2024 and I was informed verbally by them that they vehicle was going to be repossessed. I had tried to work with them and get arrangements made to get the past due balanced paid, but they would not allow me only but 3 or 4 days to get the past due paid. This is a company I will not be using again for getting a vehicle loan through. They do not do anything according to Nebraska law or will not work with the consumer (their customer) to make things correct.

  

  Business Response

  Date: 06/18/2024

  A Notice of Right to Cure was sent to **** ***** twice during the time of the loan in question.  The first notice was sent on July 29th, 2021, with a second notice being sent on August 12th, 2022.  Nebraska statute for Notices of Right to Cure states only one needs to be sent during the loans term.  The loan was brought current in both instances.  However, in July of 2023 the loan fell behind was repossessed at that time.  **** ***** was given an option to pay the loan current, which she did, and Cobalt returned the vehicle. On July 28th, 2023, **** ***** signed an Agreement for Collateral Return in which it is stated: 

  If member should default in any future payment due Cobalt Credit Union under the Retail Installment Contract and should that payment default not be cured within thirty (30) days after the due date, Cobalt Credit Union shall be entitled to immediate possession of the collateral without further notice, written or oral to member.

  It is specifically understood and agreed by member that member specifically waive any and all rights to any future notice of payment default, notice of right to cure and/or notice of sale except as herein stated as to non-payment defaults.

  Member agrees that if member defaults and the collateral is repossessed by Cobalt Credit Union a second time, the member may regain possession of the collateral only by the payment of the secured debt in full.

  It is our position that Cobalt Credit Union has not done anything against policy or Nebraska statute.  Further the credit union has given **** ***** multiple chances to keep the loan in good standing, prior to pursuing any of our legal right to cure any default.

   

  Customer Answer

  Date: 06/19/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I had never received any of the notices that were mentioned in the response.
  
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:02/06/2023

  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.

  very long story, not enough space. I got a replacement card on 2/3 before 12pm. 2/4 merchant ran card for $*******, making my didn't opt in for overdraft protection account to -******* with the inactive turned off card in cobalt possession. first it was these companies force payments off inactive cards, but changed to it was ran on 2/3 but posted on 2/4. same card was declined on 2/3 for ****** same company at 10:32 am. I also have real time alerts, so all transactions have posted in real time except for this one. can't contact cobalt until 2/5 even they offer 24hr members service numbers, you can only use during weekly business hours and can only report lost stolen or fraud during said times. options are start dispute, get part of money back for good-faith within 2 days until dispute is settled, transfer the money from another account eat that cost until dispute is settled or continue to withdraw from savings with out of network fees reversed. went on vacation right after I replaced my card. Go to the atm 2/5 and I've reached my *** daily. I did go to the atm on 2/4. I was told that amount didn't post until 2/5 so that plus fees were deducted from that. how did this transaction post to my account on 2/4 4:34 pm but it's saying on there end it posted 2/5 after 1pm. common sense let's me know that there's noway the same account is posting the exact charge 24 hours earlier on my end then cobalt, and only the two transactions I didn't get the real time alerts are the 2 in question. they aren't authorized to raise my limit but if I took the *** I had access to I could start the limit withdrawal again Monday but if the post is lagging because it's the weekend that post about will come out of Mondays limit, and if that happens they can increase it on Monday. cobalt admitted it's not due to any fault of mines, but there's nothing they can do, no suggestions, also everything they have said has been false advertisement and lies, and all 3 apps crash daily.

  

  Business Response

  Date: 02/14/2023

  Cobalt Credit Union has taken extra care to explain and ensure the member feels comfortable with the process in place for disputing any unauthorized transactions. We have clearly disclosed the time frame and parameters of such process and what to expect. We have also educated our member on the differences of transaction types and business days along with how that can impact the processing of money coming in and out of the account, along with where to look for the difference between pending and posted transactions so the member can manage their account confidently. We appreciate the feedback and have addressed the members concerns directly, so they know the tools and resources at their disposal to manage their accounts.

• Initial Complaint

  Date:11/17/2022

  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.

  Paid ****** from my personal bank account on an auto loan. Cobalt Credit Union attempted to collect the same amount a second time. This second attempt was reversed, paying only the original ****** and not doubling the debit transaction. I have shown multiple screen shots of my own bank account to prove payment.
  My bank gave Cobalt Credit Union a tracing number proving this multiple times. Each time they claim they can not find anything but refuse to speak with ******, my bank the payment came from, so they can furnish proof.
  This behavior constitutes Auto Fraud, a crime under US penal code, and needs to be addressed with an appropriate investigation.
  

  

  Business Response

  Date: 12/27/2022

  Business Response /* (1000, 5, 2022/11/22) */
  We have attempted to contact Mr. ***** several times to resolve this issue. We would like the opportunity to resolve this issue. We would also like the opportunity to gain your trust as your financial partner. Please contact me at your earliest convivence.

• Initial Complaint

  Date:09/27/2022

  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.

  On Friday, 9/23/2022, I wrote a check for $*** and deposited it into a *********** account that I thought was my son's joint account with his wife. Within 10 minutes of doing this, my son called me and told me that I had deposited the check into the wrong account and asked that I put a stop-payment on the check as soon as possible. I immediately went over to the branch on **************** in ************ and asked them to put a Stop Payment on the $*** check. The person I spoke with (ended up being the branch manager) confirmed that the check had not yet processed through my Cobalt account, so she said there'd be no problem stopping payment on it. She repeated the check information back to me (check#, amount, who it was made out to, etc.) several times to confirm the information was correct, and then I was charged the $** for this service. Since that day, I checked my account daily, just to ensure the check wouldn't clear. This morning (9/27/2022) I checked the account and saw that the check that was supposed to be stopped was actually processed and cleared yesterday, 9/26/2022. By doing so, this put my account into the negative and automatically subjected me to a $** NSF Fee. I called the 1-800 CS line and the person I spoke with told me that the check had cleared because the check number that had been keyed into the Stop Payment had been keyed incorrectly. He also said that the only person who could address the issue was the person who keyed the Stop Payment at the branch I had been at (on ***********). So I went there right away to speak with them. When I got there, I spoke with Mary Lou. She wasn't the one who I originally dealt with on the Stop Payment on Friday (the manager), but she said the best they could do was refund me the NSF Fee and MAYBE the Stop Payment Fee, but there was nothing they could do about refunding the $*** from my account, even though it was their error. The best they could do was an apology.
  

  

  Business Response

  Date: 10/21/2022

  Business Response /* (1000, 5, 2022/10/05) */
  We apologize for any inconvenience caused by this error. We have refunded the fees and followed up with the employee who input the incorrect check number into the system. We understand you trust the credit union with your financial needs. We are grateful for your membership and continued relationship with Cobalt Credit Union. Please allow us to exceed your expectations by working with us to do better.
  
  
  Consumer Response /* (3000, 7, 2022/10/05) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I would still like the return of the $*** I lost due to the employee's error.
  
  
  Business Response /* (4000, 9, 2022/10/12) */
  We do apologize for this inconvenience but unfortunately, we cannot recall the check that was written. The check was placed into an account in which the check was made out too. We stride to provide the best member service possible and would like to continue to provide that too you for your future financial needs.
  
  
  Consumer Response /* (4200, 11, 2022/10/13) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I've had little but trouble with this branch, often costing me money - or making statements that were later found as untrue. This last mistake of theirs cost me $*** and they propose no real solution other than "I'm sorry" and considering it a favor that they don't charge me the fees they initially imposed - fees that were caused solely by their mistake. In truth, they proposed no solution other than "I'm sorry", so there's really no solution to accept. For my part, the true solution is to find another entity that will act with integrity and treat my money as if it were their own. Cobalt has proven repeatedly that is not that institution.

• Initial Complaint

  Date:08/24/2022

  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 set my loan up for payment through automatic funds. Due to colbalt's error a payment was not withdrawn. 2 weeks and 15 separate phone calls and no one could explain why this happened or fix it. To make things worse Cobalt reported the late payment on my credit report and won't do anything to correct that even though it was its error.
  

  

  Business Response

  Date: 09/27/2022

  Business Response /* (1000, 10, 2022/09/14) */
  We have contacted our vendor and cannot conclude why our member's account was affected. We can see where preauthorized payments we set up and 2 were successfully applied once the loan was funded. Then, the payments stopped. Not long after, we were contacted by our member and research of the account concluded a new setup of the preauthorized payment needed to be done. Late fees were waived and the reoccurring payments started again. The new set up does not involve the vendor and goes directly through the credit union. The issue will not happen again and a case has been opened to ensure it does not with any other members going forward. We have retracted the late reporting from the credit bureaus. It will take up to 30 days for a full cycle to adjust reporting, but it has been submitted. We are apologetic and disappointed this happened, but are also doing our best to be sure it does not occur again with any of our trusting members. Please accept our sincerest regrets that this happened and know preventative work is being done. Should you need anything, please let me know!
  Thank you,
  Keli
  
  
  Consumer Response /* (3000, 12, 2022/09/14) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I appreciate that Cobalt is finally doing what they should have done earlier but it took over a month and at least 15 calls talking to numerous people who said they would look into the issue and call be back and then didn't. A number of the reps I talked to were *********, especially Javier in collections who basically told me it was my fault and then hung up on me. They try to blame the "vendor" but all my contact was with Cobalt so this is just shifting the blame.