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Business Profile

Credit Union

Broadview Federal Credit Union

This business is NOT BBB Accredited.

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Complaints

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

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Broadview Federal Credit Union has 27 locations, listed below.

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    Customer Complaints Summary

    • 65 total complaints in the last 3 years.
    • 15 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:08/22/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Broadview sent my car payment via bill pay to the wrong account and I have been unable to recover the funds

      Business Response

      Date: 09/04/2024

       Good morning, Please find attached our response to the case presented on
      behalf of our member,To Whom it May Concern: We appreciate you bringing this case to our attention and allowing us the opportunity to respond. We have identified options to address the concerns outlined in Ms. ********** case, though our outreach efforts have gone without further response. Written correspondence has been sent to Ms. ********, providing a direct contact for future discussion and support. We consider this matter closed pending contact with Ms. ********, though if there are any additional questions regarding the handling of this case, please contact me at ****
      ********* Ms. ********. If you require additional information
      from the handling of this case, please reach out using the contact information
      provided. Best regards, Tyler
      J. K**** Senior
      Administrator, Service Risk & Recovery Broadview
      Federal Credit Union * ******* ******Albany,
      NY 12205 ** ************ 

    • Initial Complaint

      Date:08/15/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Before Broadview merged with ****** we were told that our Acc would be the exact same.However that was inaccurate.My Acc with ****** I had no overdraft fees if any payment was attempted and funds weren’t there it would be declined with no charge.I asked Broadview about this multiple times before the merge would my acc be the same&they all told me yes I’d have no over draft fees in the event an accidentally charge occurred&they all lied.I got hit with over draft fees 4 times twice in a day.The first time it happened i even had the funds available but was charged over draft fees and the agent told me oh it’s for your protection like sir the funds are there refund me what are you talking about but he refused.The other 3 times was an accidental charge I switched banks and forgot to update my info with my CC granted that’s my fault but again I was told by a rep at the bank (who I trusted)any attempted payment would just decline with no fees.I was not convinced so I went in person&spoke with a manager and she told me I will not get charged over draft fees because from looking at my account it was set up to block that, only to get hit with 2 over draft fees for the same payment.She seemed confused and lost and no one seem to know what’s going on which is such a shame.I can never get a direct answer.If I am told I won’t be charged by a manager,reps at store,reps on the phone why do I have 2 charges and why aren’t they all on the same page with bank policy/rules.The interest rate for my auto loan even changed such thieves.Dont tell me my acc is the same like it was with ****** when it isn’t.The manager at van Rensselaer was so uncertain she had to call a number to confirm how my acc was set up then told me oh the dept is closed.But she was certain I have no over draft fees because she sees it removed from my acc.The only reason I have one acc with then is because of my auto loan they refuse to accept outside payments after I begged them to release me from their nightmare.

      Business Response

      Date: 08/20/2024


      To Whom it May Concern:
      We appreciate you bringing this case to our attention and allowing us the opportunity to
      respond. The concerns outlined in Ms. ******’s complaint have been addressed and
      resolved to our member’s satisfaction.
      We consider this matter to be closed, however, should you have any additional
      questions, please contact me at ###-###-####.
      Sincerely,
      Julie H*****
      Chief Risk & Security Officer
      Docusign Envelope ID* ************************************

    • Initial Complaint

      Date:07/27/2024

      Type:Billing Issues
      Status:
      Answered
      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 ****** fcu credit card was hacked, so i got a new card and then began the problems with this company broadview fcu who took over my credit card. Since then they have lost all my information and also i can not login to pay my payments. They said i would have to drive over a hour a away to 1 of their stores to get it straightened out.

      I disputed their late charges for it and they did not care and did not want to hear about it.

      Now a tornado just hit my house a week ago when i was on vacation when i was going to go there to shut everything down. Now my credit history just said a deliquent account just dropped my fico score 69point because of this! I want this straightened out now!

      Business Response

      Date: 08/07/2024


      To Whom it May Concern:
      We appreciate you bringing this case to our attention and allowing us the opportunity to
      respond. We have spoken with Mr. ***** and addressed those concerns outlined in his
      case, providing him a direct contact for future support and options involving his credit
      card.
      We consider this matter to be closed. However, should you have any additional
      questions, please contact me at ###-###-####.
      Sincerely,
      Julie H*****
      Chief Risk & Security Officer

    • Initial Complaint

      Date:07/22/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 bank keeps getting hacked....2 days in a row now...this is the 3rd time....I have gone to the bank to talk to them about this,,, Broadview bank gave me a new atm card...i did not use my new card that day...but my card was used...same place keeps using my card...Pending transactions may not be the final amount that posts to account.
      DATE DESCRIPTION AMOUNT
      Date: July 21, 2024
      JUL
      21
      2024
      Card Hold; ***** +*********** NYUS
      PointOfSaleWithdrawal
      -$183.70
      I told them I wanted a new bank a new bank account....they told me no that I would get a new atm card...this is the 3rd time my card has been used...like I said I got new card on 07/22/2024 and did not use it....then someone used it....i feel someone in the bank is doing something wrong...

      Business Response

      Date: 08/02/2024


      To Whom it May Concern:
      We appreciate you bringing this case to our attention and allowing us the opportunity to
      respond. Our investigation confirmed Ms. ***** has been credited for each of the
      recent debit card claims she has filed for unauthorized activity since June 2024. The
      frequency in which this activity has occurred on each card Ms. ***** has received is
      not common, requiring further attention by our member. Our attempts to contact Ms.
      ***** to discuss this matter have gone without response, though we encourage her to
      reach out using the direct contact provided at her earliest convenience.
      We consider this matter to be closed, however, should you have any additional
      questions, please contact me at ###-###-####.
      Sincerely,
      Julie H*****
      Chief Risk & Security Officer

    • Initial Complaint

      Date:07/03/2024

      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.
      I called them to dispute a charge I had no control over and they refused to dispute two of the charges and now because of it I am -49.88 in my bank account and I got a letter telling me “this is your Second notice regarding your negative account balance. Should this negative balance not be paid, Broadview federal credit union will Incur a loss which may be reported to a customer reporting agency. if you do not pay the amount due within 13 days from the date of this letter your account will be closed and maybe referred to our attorneys for legal action and you may be expelled from the credit union.” I have called them multiple times about this charge from ***** ******* and they told me not to block and cancel my card that they have another way to stop the payment that I have no control over. Which did not work and I still got charged. So I had to get a whole new card and now I’m being told they will take legal actions if I don’t fix a problem I went to them in the first place to fix.

      Business Response

      Date: 07/05/2024

      Good afternoon, Please find attached our response to the case presented on
      behalf of our member, Mr. ********. If you require additional information from the
      handling of this case, please reach out using the contact information provided. Best regards, Tyler
      J. K**** Senior
      Administrator, Service Risk & Recovery Broadview
      Federal Credit Union * ******* ******
      ******* ** *****
      ** ************

      Customer Answer

      Date: 07/08/2024

      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:06/20/2024

      Type:Billing Issues
      Status:
      Answered
      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 had an auto loan with SEFCU who recently changed hands and is now called Broadview. I went into a **** **** dealership in July 2023 to trade in such vehicle, at that time as any other transaction/loan the dealership pays the bank or credit union off as part of the trade in. However, after I traded that vehicle in and my obligation/loan with Broadview should have ended they continued to debit my old payments from my checking account for two months; on July 14, 2023 they debited my account $355.30 and again on August 14 for the same $355.30. On that date Aug 14, I called the Broadview located located at this address and the representative had explained to me that it was their error and the amount of $710.60 in CASH was available in my account that I had opened with them back when my loan first started. She made it clear I can come withdraw that cash and I did. I withdrew it PERSONALLY with the clerk no thru an ATM etc; I was unaware of any further issues surrounding this until September when I started receiving past due statements etc; I assume the fact they switched hands something got miscommunicated, lost in the shuffle. I reached out to a rep on Sep 5, 2023 explaining all of this and Jonah said it would be escalated to management and I had no worries that again it was their error. I thought things has been resolved. I have attached all supporting evidence in my defense and facts governing this. I submitted two disputes to the credit bureaus as this has resulted in lowering my good standing with them and hindering my capacity to purchase a home. I certainly can pay the collection amount but that is admitting guilt and paying them something I certainly do not owe. I ask that this be thoroughly investigated and is stricken from my credit report and Broadview makes right by this, investigates and resolves this once and for all. This is poor business and fraud, taking advantage of consumers.

      Business Response

      Date: 07/02/2024

      Good afternoon, Please find attached our response to the case presented on
      behalf of our member, Ms. *****. If you require additional information from the
      handling of this case, please reach out using the contact information provided. Best regards, Tyler
      J. K**** Senior
      Administrator, Service Risk & Recovery Broadview
      Federal Credit Union * ******* ******
      ******* ** *****
      ** ************

    • Initial Complaint

      Date:06/13/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      Between the dates of May 20th and now I have racked up at a minimum $400 in late fees. This has happened previously and I have tried to sign up for overdraft protection but I was unable to qualify. So I am unable to qualify for overdraft protection and I have been charged with these fees, many of which the overdraft fee was more than the item being presented to the bank. In these hard times of inflation it seems predatory to try to "bury" me with these fees. I think at this point the only resolution is to find a different bank.
      Member # ******

      Business Response

      Date: 06/24/2024

      Good afternoon, Please find attached our response to the case presented on
      behalf of our member, Mr. *****. If you require additional information from the
      handling of this case, please reach out using the contact information provided. Best regards, Tyler
      J. K**** Senior
      Administrator, Service Risk & Recovery Broadview
      Federal Credit Union * ******* ******
      ******* ** *****
      ** ************

      Customer Answer

      Date: 06/27/2024

      I am looking to have two overdraft fees reversed. One is from ***** and another from *****. I was inadvertently billed by both companies and have proof of refunds from both companies. I’m satisfied with closing this if Broadview is agreeable. Thank you.  

      Business Response

      Date: 06/28/2024

      Good morning, Please find attached our response to the follow up inquiry presented on
      behalf of our member, Mr. *****. If you require additional information from
      the handling of this case, please reach out using the contact information
      provided.  Best regards,Tyler
      J. K**** Senior
      Administrator, Service Risk & Recovery Broadview
      Federal Credit Union * ******* ******
      ******* ** *****
      ** ************

      Customer Answer

      Date: 06/28/2024

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  -Since SEFCU has merged with Broadview I have noticed many irregularities with my account and an increased amount of overdraft fees. One tactic they like to use is to title the overdraft fee with the name of the company. It appears as though your being charged by the company when in fact it is an overdraft fee hidden. When I do have a positive balance I have noted that they "backdate" overdraft fees. This does not sound like a company that cares about its customers. I have exceeded the allowed number of credits from overdraft fees in part due to these practices. They likely rely on overdraft fees to stay in business. I will now take this matter to the New York State Attorney Generals Office. I have opened up a *** **** account and will take my business elsewhere. I consider this matter closed now. For this platform anyways.  



      Regards, 

      ***** *****

    • Initial Complaint

      Date:06/06/2024

      Type:Service or Repair 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.
      $300 was withdrawn from my savings account on 6/5/24 and was not me or any authorized user on my account. No one at Broadview FCU can tell me who or why this happened. Customer service, fraud and an MRO could not help me or figure out who took my money.

      They couldn’t tell me how it was allowed to happen or what teller preformed the transaction. Only that it happened, and then continued to speculate that my mother took the money. Renee was the rep at thr front desks name, she struggled with getting into my account without any help and basic transactions were lost on her within your banking system.

      I was told that I would be getting a call “once they figured it out”. But I want my money back as I never took it out and no one seems to know at the bank which is hilarious!

      Customer Answer

      Date: 06/10/2024

      Hello, I have settled this claim with the business directly.  Thank you **** ******** 

    • Initial Complaint

      Date:06/06/2024

      Type:Customer Service Issues
      Status:
      Answered
      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 contacting the BBB to raise a customer care issue with Broadview Credit Union. I am having difficulting contacting this credit union via both phone and their chat functions online. I am calling to discuss several late fees added to my account. The inability to contact anyone in a timely manner to discuss both my mortgage and my home equity loan is extremely unprofessional and unsettling. Further I believe they are charging late fees with the hopes that no one will call to follow up on them fully knowing the difficulty that arises when trying to call into the credit union. I can not go to a branch to discuss the situation in person as I live several hours from the nearest block and mortar loaction.

      Business Response

      Date: 06/12/2024

      Good afternoon,Please find attached our response to the case presented on
      behalf of our member, Ms. ********. If you require additional information from the
      handling of this case, please reach out using the contact information provided. Best regards, Tyler
      J. K**** Senior
      Administrator, Service Risk & Recovery Broadview
      Federal Credit Union * ******* ******
      ******* ** *****
      ** ************

    • Initial Complaint

      Date:05/26/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      This business continue to lie to their customers and bankers. With forcing payment to credit cards on their own behalf. They do not contact the banker before doing so. I have had an ongoing dispute with them over them forcing money from my personal account to pay for a credit card through them. They lie about rates and the employees seem careless and reckless at their locations nowadays. I have had issues them them since 2023. They continue to take money from me without my permission. Over 400 dollars every time they do. I have had to change banks to stop them
      Forcing payments. I'm not sure if it's illegal but it's just wrong to do on their own account. I am also enrolled in a debt program, that keeps getting reset because they are forcing payments from accounts on their behalf. I have tried to contact them over this and the program they continue to mess up and all I get is haft run around answers and no response or resolution

      Business Response

      Date: 05/30/2024

      Good morning, Please find attached our response to the case presented on
      behalf of our member, Mr. ******. If you require additional information from
      the handling of this case, please reach out using the contact information
      provided. Best regards, Tyler
      J. K**** Senior
      Administrator, Service Risk & Recovery Broadview
      Federal Credit Union * ******* ******
      ******* ** *****
      ** ************

    Broadview Federal Credit Union is NOT a BBB Accredited Business.

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