Complaints

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:11/08/2022

  Type:Product 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 had fraud on my account and called the bank many times went into the branch three times . Now they are telling me they do not want to give me my money back that I waited too long to complain. The charges are August, September , and October. Spoke to supervisors no one calls me back no letters in the mail no safety no acknowledgment from this bank regarding the Fraud. DoorDash charges to an address that is not mine daily for the last three months. I want my money back I am insured as a customer and I should be protected.

  Business Response

  Date: 11/16/2022

  ******** *** ****
  
  *****************************
  * ************
  ************** *****
  
  ******* **** ****** **************
         *** ********* ****** ********
  
  Dear *****************************,
  
  I am writing you in response to your written complaint to the ************************************ (CFPB) dated November 2, 2022, and to the Better Business Bureau (BBB) dated November 8, 2022 regarding your fraud claim with Bethpage Federal Credit Union (Bethpage).
  
  The transactions subject to your claim were processed between May 26, 2022 and October 27, 2022. Bethpage was first notified of the unauthorized activity on October 27, 2022.
  
  Under the Bethpage Member Account Agreement (the Agreement), account owners are required to review their account statements and notify Bethpage of any errors or unauthorized transfers within sixty (60) days after the statement is made available for review.
  
  Your claim was received on October 27, 2022, and an investigation was conducted by Bethpage upon notification of your dispute. Pursuant to that investigation, $1,070.88 was provisionally credited to your account in accordance with the Consumer Member Account Agreement (the Agreement) and regulatory requirements. Letter were sent to your address on file on October 31, 2022, notifying you of the investigation process, which included our issuance of the provisional credit noted above and the possibility of a credit reversal pending the outcome of our investigation.
  
  On October 31, 2022 we notified you, via letter correspondence, that our investigation was complete and it was determined that some of the charges included in your claim, totaling $3,434.29,fell outside the reporting window and would not be reimbursed.
  
  I hope this information brings clarity to the situation.
  
  If you need any additional assistance or have any questions, you can reach me at **************. I am available Monday through Friday, 9AM to 5PM, EST.
  
  
  Sincerely,
  
  
  *****************************
  Bethpage Federal Credit Union
  Member Advocate, Member Experience
  On behalf of ************************, President ***** CEO
  
  

  Customer Answer

  Date: 11/28/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  
  Good afternoon I submitted my response but it didnt seem to take. I am just not satisfied with my case in the company Bethpage federal credit union. They did not do any investigation nor did they respond to me in anyway to let me know what the status was. I really need help with this matter I am a widow , working three jobs and a victim of fraud. I need someone to help me to get my money back they completely ignored me and I had to call DoorDash which was all of the charges myself to get some of my money back which I continue to try and do on a regular basis. Thank you for any help. *****************************
  
  Sent from my iPhone
  

  
  

  
  
  
  
  
   
  

  Business Response

  Date: 12/08/2022

  December 8, 2022
  
  Dear *****************************,
  
  As stated in our initial response to both your BBB and CFPB complaints, our records indicate that the transactions included in your fraud claim date back to May 2022. Bethpage was first notified of the unauthorized activity on October 27, 2022 - 148 days after your May 2022 statement became available to you.
  
  Under the Bethpage Member Account Agreement (the Agreement), account owners are required to review their account statements and notify Bethpage of any errors or unauthorized transfers within sixty (60) days after the statement is made available for review. This provision is in place to ensure that errors or unauthorized activity are detected early on so that measures can be taken to avoid further loss.
  
  In your letter, you indicated that you have worked directly with the merchants and successfully recovered a portion of the unreimbursed charges. It is Bethpages recommendation that you continue to do so for the remainder of the outstanding charges.
  
  I hope this information helps bring further clarity to the situation.
  
  If you need additional assistance or have any questions, you can reach me at *************. I am available Monday through Friday, 9AM to 5PM, EST.
  
  Thank you,
  
  
  *****************************
  ******** ******* ****** *****
  ****** ********* ****** **********
  ** ****** ** ************************* ********* ***** ***

• Initial Complaint

  Date:10/21/2022

  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.

  This has to be the worst credit union I've ever used. I can never purchase anything online with my debit card. I just tried to pay a bill using it and it would not process. I used the debit card at my local credit union and it worked the first try. I also cannot buy gas using debit with this institution's debit card. Debit hardly works anywhere, and I'm getting sick and tired of calling every time there is an issue. I want this issue resolved once and for all. I also want some kind of compensation for all of the issues that keep happening. This is getting beyond old at this point. I'm sick of this place always coming between me and my money. I had a problem filling up my car when I was in ************ in May. I called about that issue as well at a different time, and the problem happened again. What's wrong with this institution? I can't go on vacation and use my card? This is absolutely beyond ridiculous.

  Customer Answer

  Date: 11/15/2022

  Better Business Bureau:
  
  At this time, I have NOT been contacted by Bethpage Federal Credit Union regarding complaint ID ********.
  
  Sincerely,
  
  ******************************
  

  Business Response

  Date: 11/23/2022

  RE:BBB Complaint ID # ********
  
  Dear ******************************,
  
  Your correspondence to the Better Business Bureau (BBB) was received by Bethpage Federal Credit Union (Bethpage), and we appreciate the opportunity to review and address your concerns.
  
  In response to the correspondence, dated October 21, 2022, Bethpage has reviewed your claim and determined that on February 17, 2022, May 13, 2022 and October 17,2022, a temporary block was placed on your debit card ending *****.
  
  To protect the integrity of your accounts, our Fraud Prevention team monitors debit card activity for any transactions that could be deemed suspicious. When a transaction does not align with your normal activity pattern, a temporary block is placed on your debit card to prevent additional, potentially fraudulent, charges until we are able to confirm the transactions in question with you. Our records indicate that on February 17, 2022 and May 13, 2022, you were contacted by phone at the number we have on file and you confirmed that all transactions were valid. Subsequently, the temporary block was immediately removed from your debit card. On October 17, 2022, you were again contacted via the phone number on file, however, we did not receive a response so the temporary block was not lifted. If your contact information has changed, it can be updated online by visiting **************** or by calling **************.
  
  I hope this brings clarity to the situation.
  
  If you have any questions, you can reach me at **************. I am available Monday through Friday, 9AM to 5PM, EST.
  
  
  Sincerely,
  
  
  *****************************
  Bethpage Federal Credit Union
  Member Advocate, Member Experience
  

  Business Response

  Date: 12/08/2022

  ******** ******
  
  Dear ******************************,

  
  As indicated in our initial response, Bethpage has certain preventative measures in place to mitigate potentially fraudulent activity on your accounts. When a transaction that does not align with your normal activity pattern is detected, a temporary block is placed on the card until the transaction can be verified as legitimate.Alerts are sent to the phone number on file, providing you with the opportunity to quickly and easily authorize or deny a transaction. If your contact information has changed, please update it online by visiting **************** or by calling ************** to ensure you are receiving these alerts.
  
  I hope this brings further clarity to the situation.
  
  If you have any questions, you can reach me at **************. I am available Monday through Friday, 9AM to 5PM, EST.
  
  Sincerely,
  
  
  *****************************
  Bethpage Federal Credit Union
  Member Advocate, Member Experience

  
  

  Customer Answer

  Date: 12/12/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

  This response is still unacceptable. Yet another boilerplate response with no permanent resolution. I WANT A PERMANENT FIX. I have had nothing but trouble with this financial institution. DO SOMETHING TO GET ME A PERMANENT FIX. I am NOT satisfied with any of these responses. I WILL NOT ACCEPT ANY RESPONSE EXCEPT FOR "WE HAVE A PERMANENT FIX". Do not respond unless this is your response.
  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:10/21/2022

  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.

  Bank has a fraud protection feature and is suppose to advise you the consumer if aware of fraudulent activity. I was never notified. Card locked. Usually an autmated system or text message notify you of block but none was over placed. No 24hr customer service for locked card. I lost wages from work because i was unable to use card. There was no such fraudulent activity. Card kept ketting frozen for any transaction made. 5k in bank account ask to increase limit on card denied to Do so despite funds available on account. Im in another state away from branch unable to get any funds from account. All accounts noted and has been escalated.

  Customer Answer

  Date: 11/15/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Bethpage Federal Credit Union regarding complaint ID ********.
  
  Sincerely,
  
  *****************************
  

  Business Response

  Date: 11/23/2022

  RE:BBB Complaint ID ********
  
  Dear *****************************:
  
  Your correspondence to the Better Business Bureau (BBB) was received by Bethpage Federal Credit Union (Bethpage), and we appreciate the opportunity to review and address your concerns.
  
  In response to the correspondence, dated October 21, 2022, Bethpage has reviewed your claim and determined that on September 23, 2022 and October 7, 2022, a temporary block was placed on your debit card ending in x*****
  
  To protect the integrity of your accounts, our Fraud Prevention team monitors debit card activity for any transactions that could be deemed suspicious. When a transaction does not align with your normal activity pattern, a temporary block is placed on your debit card to prevent additional, potentially fraudulent,charges until we are able to confirm the transactions in question with you. Our records indicate that on the dates mentioned above, you were contacted by phone at the number we have on file and you confirmed that all transactions were valid. Subsequently, the temporary block was immediately removed from your debit card.
  
  As part of your complaint, you indicated that you lost wages as you were unable to use your debit card due to our fraud prevention measures. Upon review, our records show that your debit card was, in fact, declined for transactions on September 24, 2022, September 25, 2022, September 26, 2022 and September 27,2022. However, this was due to insufficient funds in the account and in no way related to our fraud prevention measures.
  
  Lastly,we were unable to approve your request to increase your debit card limit as you did not meet our standard eligibility requirements for this request.
  
  I hope this information brings clarity to the situation.
  
  If you need any additional assistance or have any questions, you can reach me at **************. I am available Monday through Friday, 9AM to 5PM, EST.
  
  
  Sincerely,
  
  
  ***************************
  Bethpage Federal Credit Union
  Member Advocate, Member Experience
  

• Initial Complaint

  Date:10/12/2022

  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.

  This bank incorrectly reported an error on my credit report and my wifes. They continue to say that they have corrected the error, but they have not. They refuse to help and it is showing negatively on my credit report as well as my wife's. This is outrageous.

  Business Response

  Date: 11/16/2022

  Dear ***************************,
  Your correspondence to the Better Business Bureau (BBB) was received by Bethpage Federal Credit Union (Bethpage), and we appreciate the opportunity to review and address your concerns.
  In response to the correspondence, dated October 12, 2022, Bethpage has reviewed your claim and our records indicate that on February 14, 2022, an amendment was sent to the consumer reporting agencies (CRAs) to remove any late payments reported by Bethpage on Home Equity Line of Credit ending in ***** for the period between December 2021 through January 2022 for all parties on the loan. However, it appears that for reasons outside of our control, one of the CRAs records do not indicate this amendment. As such, on October 13, 2022, the amendment was resubmitted to the applicable CRA to accurately reflect your payment history during that time.
  Please be aware that although we have submitted this update electronically, the agencies may take thirty (30) to sixty (60) days to reflect the amendment on your profile.
  If you need any additional assistance or have any questions, you can reach me at **************. I am available Monday through Friday, 9AM to 5PM, EST.
  Sincerely,
  ***************************
  Bethpage Federal Credit Union
  Member Advocate, Member Experience

• Initial Complaint

  Date:10/06/2022

  Type:Product 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.

  My complaint is about this bank giving such a difficult time to customer to dispute a charge. I emailed bank which my emailed details of transaction, explanation and didnt get response. There is no buttons to dispute charge online. I called . I was on hold for 15 min and when I finally got to speak to ******** , she made it more frustrating and miserable than it should be by being spiteful. First she asked for SSN which I provided. Then name. Then she asked for my debit card nr. I told her I dont have card in front but can provide bank nr. She declined. I went to grab **** gave her nr and then she asks me for my balances on my account. Mind that she told me she has no access to my account and can;t retrieve any email I sent but now she can confirm the balances. I hang up and called again as I couldnt take this lady making it more frustrating and stressful . Mind this is to dispute the charge and she evidently was taking pleasure in torturing me asking redundant questions which scammer would be calling to dispute charge. After being on hold for 15 min, I got to speak ******** again. She transferred me to manager who started asking me even more questions as if she was following on ******** . She asked me for my drivers is nr, address, phone, and more. This Bank has to improve how their phone customer service and the dispute process. *** told me I cant dispute transaction although I know it is scam because it is pending. This scam was disseminated on ********* That product was being sold by numerous accounts and apare tly other ******** accounts were created to give product reviews. That seller was stating that product ships from CA. I got charge from GB and their website states transaction goes through chinapay. I realized it is a scam 15 min after I went through checkout and when ******** deleted all the ads of this product. The dispute process is way too complicated, stressful.

  Business Response

  Date: 10/27/2022

  ******* *** ****
  
  *******************                
  ** *****************
  ************ *****
  
  ****** **** *** ********
  
  Dear *************************:
  
  Your correspondence to the Better Business Bureau (BBB) was received by Bethpage Federal Credit Union (Bethpage), and we appreciate the opportunity to review and address your concerns.
  
  In response to the correspondence, dated October 6, 2022, Bethpage has reviewed your claim and determined that on October 5, 2022, you called our ************** to dispute a charge made with your debit card that you believed to be fraudulent. Bethpage puts in place certain procedures to mitigate the risk of loss for our members, verification processes being one of them. Prior to providing sensitive account information, the representative attempted to verify your identity, however, was unable based on the information you provided. The call was then transferred to a manager who was able to successfully complete the verification process and inform you that we are unable to dispute a charge that it is in pending status. The manager also provided you with a point of contact to follow up when the charge is posted to your account.
  
  In reviewing the *** tracking number you provided with your dispute, we are able to confirm delivery on October 11, 2022.  We attempted to contact you on October 17, 2022 at the phone number and email we have for you on file to confirm that you do not need further assistance but we were unable to reach you. 
  
  We truly apologize for the inconvenience this has caused you and regret that you had this experience with us. If you need any additional assistance or have any questions, you can reach me at **************. I am available Monday through Friday, 9AM to 5PM, EST.
  
  
  Sincerely,
  
  
  ***************************
  Bethpage Federal Credit Union
  Member Advocate, Member Experience

• Initial Complaint

  Date:08/04/2022

  Type:Product 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.

  Submitted a written request for PMI removal off of our 30 year Fixed Rate mortgage. Sent in the written request with the necessary check for $325 to pay for the updated appraisal to determine new loan-to-value ratio to remove PMI. Credit Union has sent a response (after 30 days of receipt) that my request was denied because the loan-to-value of my home did not meet the necessary requirements, and referenced the loan-to-value without an updated appraisal as the reason. However, they failed to address the fact that we requested an update appraisal in our written request, the fact that we sent in the check (as request) and now will not provide an update and consider our request resolved. This is a violation of federal law that allows us to request that PMI be removed. Our home more than qualifies as it has appreciated over $100K in the last 2 years. This Credit Union is not meeting its obligations under the law and will not process our request in a timely manner.

  Customer Answer

  Date: 08/29/2022

  At this time, I have been contacted directly by Bethpage Federal Credit Union regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

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

  Business Response

  Date: 09/19/2022

  Dear ****************,
  
  Your correspondence to the Better Business Bureau (BBB) was received by Bethpage Federal Credit Union (Bethpage), and we appreciate the opportunity to review and address your concerns.
  
  In response to the correspondence, dated August 4, 2022, Bethpage has reviewed your claim and determined that an appraisal has successfully been conducted on your property and the *** has been removed from your mortgage account ending ****, effective for your October 2022 payment.
  
  If you need any additional assistance or have any questions, you can reach me at **************. I am available Monday through Friday, 9AM to 5PM, EST.
  
  
  Sincerely,
  
  
  *****************************
  Bethpage Federal Credit Union
  Member Advocate, Member Experience

  Customer Answer

  Date: 09/19/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:08/02/2022

  Type:Billing 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.

  They charged me a late fee but the online system wont let me pay the late fee and when I tried to call to get to the bottom of it the woman ******* from ******************** was extremely rude and wouldnt let my wife handle it for me or help me answer her verification questions. I dont handle the billing, my wife does. I dont know my payment due dates or anything. She told me to head into a bank branch. I work full time and cannot do that. My payment is still marked as pending not processing and they will hit me up with another late fee because they wont let me pay my auto payment or even include the late fee!!! Horrible customer service. Worst ive eever experienced

  Customer Answer

  Date: 08/12/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:07/25/2022

  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.

  To whom it may concern: HELP I have one remaining *************** CD with Bethpage Federal Credit Union and ask for the following: Upon maturity 7/28/2022 send a check with the funds to PenFed Credit Union Attn: *************** *************************************** of this day 7/25/2022 Bethpage Credit Union is unable to locate the letter of intent or the fax that was also sent. Both have a Transfer Authorization form signed by myself and PenFed. There is no direct number to contact the *********** ** IRA ******* After 2 hours on the phone holding I was connected with a resolution officer who is located in ******* at his residence. All walk in offices for Bethpage are located in ********.Thank you in advance for your help. *********************** After this is resolved my plan is to close the remaing saving account an say good bye to Bethpage Credit Union.

  Business Response

  Date: 08/17/2022

  Your *************** transfer request has been completed as requested. On July 28, 2022 your *************** was closed and a check was mailed to the requested financial institution. Your membership savings was subsequently closed by you on August 5, 2022 and a check has been mailed to your home address.