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Business Profile

Credit Union

Otero Federal Credit Union
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

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

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Otero Federal Credit Union has 7 locations, listed below.

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/26/2024

      Type:Customer Service Issues
      Status:
      Resolved
      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 scammed on line by Stem style mart, $145.00 was taken out of my otero federal credit union. Date 10/17/2023. I filed a dispute to the credit union the next day,10/18/23. I contacted their card services 12/11/23. Again in January, and again Feb, 15,2024. It has been over 120 days and they still have not gotten back to me concerning this matter. I have not received any correspondence from their card services to date.

      Business Response

      Date: 02/29/2024

      We have reached out to *** ***** and discussed the situation.  He has received full credit for the disputed
      transaction, and indicated to us that he was satisfied with the explanation and
      outcome.

      Customer Answer

      Date: 03/01/2024

      [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.



      Regards,



      ***** *****

    • Initial Complaint

      Date:11/20/2023

      Type:Billing Issues
      Status:
      Resolved
      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.
      According to otero federal credit union if you make a deposit before 2 p.m. then you will have your funds that same day. Whereas, if you deposit a check after 2 p.m. then it won't be ready until the next business day. We'll I deposited my paycheck November 17th 2023 and as I am typing this I still have yet to receive my paycheck. I had no money over the weekend and still waiting for my funds and right now it is Monday 1:30 p.m. and still have no money. This has happened more than once. I called and even the employee that answered stated I should have had my money and didn't understand why I still had no funds and said she will call and find out why and try to get my money released to me. I am still waiting. I have an appointment with another bank to open a different account but I need money to open my new bank account because I am tired going through this with Otero federal credit union. Plus my loans are too hard and difficult to get from this bank. I have to go outside of my bank to get loans in just minutes from other businesses. I have been banking with otero federal credit union for approximately 30 years. Also I had a credit card through them and my balance for then continues to stay a low balance. So I paid it off and refuse to use their credit card. I'm just tired of being treated horrible from this bank. So I need to close my account as soon as possible. It's gonna take me some time to move all my direct deposits moved to a different bank as soon as otero federal credit union will give me back my money to open a new account elsewhere.

      Business Response

      Date: 12/04/2023

      On 11/20/23m, Ms. ***** also submitted an online review for the same issue.  One of managers reached out to her to resolve the issue on the same day.  During the phone call, we explained that checks deposited through the ATM are automically placed on a 2 day hold as disclosed at the machine and on the receipt at the time of the transaction.  Ms. ***** was also advised on how to avoid having a hold placed on payroll checks by making a deposit with a staff member or settting up a direct deposit.  She incidcated she was satified with the information provided, and since the funds were already released at the time of the call, we consider the matter resolved.

      Customer Answer

      Date: 12/06/2023

      [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.



      Regards,



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

    Otero Federal Credit Union is BBB Accredited.

    BBB accredited business seal

    This business has committed to upholding the BBB Standards for Trust.

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