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Business Profile

Credit Union

Visions Federal Credit Union

This business is NOT BBB Accredited.

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Complaints

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

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Visions Federal Credit Union has 15 locations, listed below.

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    Customer Complaints Summary

    • 27 total complaints in the last 3 years.
    • 9 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:11/28/2023

      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.
      I opened up a savings account to look for mortgage possibility. I received fees schedule at time which did not indicate $15 inactivity fee charged quarterly! Within 6 months, they started to charge $15 each quarter without my awareness. I moved shortly after and never received any communication until this week (apt mgmt provided me doc). They had number and email but nothing sent there. They claim sent mailing to address and my fault for not updating. They took all my money without a real justification, 'state takes it is standard'. Never heard of inactivity fee for new savings accounts without any real attempt to reach the owner.

      Customer Answer

      Date: 11/29/2023

      Understand,  a full refund of charged inactivity fees as never disclosed when opening up the account.  125.71

      Business Response

      Date: 12/05/2023

      Dear Sir or Madam:  Visions Federal Credit Union is in receipt of the above-mentioned complaint made by **** ****, regarding quarterly
      inactivity fees. I have performed research and determined that the account was
      charged a quarterly inactivity fee on the following dates: October 2, 2020- $15.00 January 2, 2021- $15.00 April 2, 2021- $15.00 July 2, 2021- $15.00 October 2, 2021- $15.00 January 2, 2022- $15.00 April 2, 2022- $15.00 July 2, 2022- $15.00 October 2, 2022- $5.77  In reviewing the transaction history, the July 2, 2022,
      and October 2, 2022, fees totaling $20.77 were reversed on October 27, 2023.
      Visions Federal Credit Union appreciates **** ****’s membership and on December
      4, 2023 we reimbursed fees from January and April 2022, totaling $30.00. The
      service charge schedule was provided at time of account opening and states the quarterly
      inactivity fee. In the future, if the account is inactive for twelve months,
      there will be a $15.00 quarterly inactivity fee assessed to the account.    Based on reversing $50.77 in fees, we consider this matter with **** **** resolved.  Should you have any additional questions, please do not hesitate to contact me
      at ***** ******** ** **** ******  Sincerely, Kali C** Member Experience Manager Visions Federal Credit Union       

      Customer Answer

      Date: 12/05/2023

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
      They refunded me 2 fees totaling 30.00 after I reported which does not satisfy me. I find charging inactivity fee on savings account unacceptable especially when not disclosed upon opening.  

      Regards,
       
      **** ****

      Business Response

      Date: 12/06/2023

      Attached is the 2019 Service Charge Schedule which was
      provided to **** **** at time of account opening. Under the Service Charge
      section on page 2, it states the Inactive Account fee is $15 per quarter.  After reversing $50.77 in fees, we consider
      this matter with **** **** closed.  Visions Federal Credit Union  

      Customer Answer

      Date: 12/07/2023

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
      They are refusing to process a refund acceptable to me. I will submit negative reviews and close the account.  

      Regards, 

      **** ****
    • Initial Complaint

      Date:08/03/2023

      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.
      There was a class action suit that I was a part of concerning VisionsFCU and ***************************************) according to settlement deposits would be made within 90 days of settlement date of 3/30/23. I received 2 separate deposits 1 on 6/5/2023 for 326.12 and 1 on 6/13/2023 for 321.99. those deposits show in my savings and I was able to move 300.00 at one point form my savings to my checking account. However the remaining balance has still not been released to me. When I contacted the bank they refuse to answer questions and tell me it has to go through the lawyers and give me the above website. I have reached out to the lawyer as well and have no answer from anyone. I do not understand why I need to go through the lawyer if they already deposited the money into my account then it should be readily available to me, if there was issue with the settlement they would not have done the deposit to begin with based on what I read on the website. I would like assistance in getting the rest of the deposit released to me.

      Business Response

      Date: 08/14/2023

      Dear Sir or Madam:  I have received the above-mentioned complaint and reviewed the statements made
      by Ms. ***** ******. I have performed
      research on the provided complaint. The June 5, 2023, deposit amount of
      $326.12 was incorrect and was reversed by Visions FCU on the same day, June 5,
      2023. The reversal did not impact Ms. ******’s account negatively.  On June 13, 2023, the correct credit amount of
      $321.99 was deposited to Ms. ******’s account as indicated in her statement. This matter with Ms. ****** has since been resolved on June 13, 2023, with
      the final settlement provided.  Should you have any additional questions, please do not hesitate to contact me
      at ***** ******** ** **** ******  Sincerely,Dijana
      C****** Director
      of Payments – Finance Visions Federal Credit Union  
    • Initial Complaint

      Date:03/28/2023

      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.
      I refinanced my auto loan through Visions Federal Credit union. Upon doing so I was offered to buy an insurance to cover me in case of involuntary unemployment, as well as life and disability insurance. I informed them that I already had life and disability insurance through my employer and just needed the involuntary unemployment insurance. I signed the paperwork under the impression I was also purchasing the insurance. Fast forward 10 months and I got laid off from my job. I attempted to use my insurance to cover my auto loan to be told I did not have involuntary unemployment insurance, only life and disability. When I informed them of the mistake they said I couldn't have one without the other two. I was not told this when I made the deal, and was charged for something I did not need, and was not provided what I had asked for, and thought I was paying for. They are now telling me there is nothing they can do as the insurance company won't insure me because I'm laid off. I want reimbursement for the insurance I did not need, and I want the insurance I requested upon purchase. "There is nothing we can do" is not an acceptable answer. There is something they can do, they just refuse.

      Business Response

      Date: 04/07/2023

      April
      6, 2023  Better Business Bureau *** ****** ***** *****
      ******* ** ***** Re: Response to Complaint # **********  Dear Sir or Madam:  I have received the above-mentioned complaint and reviewed the statements made
      by ***** ***** regarding his insurance coverage concerns on a loan with Visions
      Federal Credit Union. I have performed research on the insurance coverage documentation signed by ***** ******  In
      researching all internal records, we have determined that the consumer did not
      apply for involuntary unemployment on his consumer auto loan. The information
      regarding any debt protection applied for is disclosed and signed by ***** ***** at the time the loan application is closed. In addition, monthly
      statements print a separate line item to the cost of any debt protection
      purchased and a description of the item(s) is provided.   I
      am hopeful this response clarifies and resolves Tyson Kelly’s complaint,
      however, should you or Mr. ***** have any additional questions, please do not
      hesitate to contact me at ***** ******** ext. *****, or ***** *********   Sincerely, Mark
      B***** AVP/RMSO Visions Federal Credit Union  
    • Initial Complaint

      Date:01/16/2023

      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.
      on August 28th 2022 I arrived at my branch to cash a check. The check was cash however the clerk withdrew the money from my savings to cover the check. I have enough to cover the check. I went into the branch and asked to void the transaction and start over properly. She was rude and didn't want to help. I simply explained this account is setup for a mortgage account and cannot be withdrawn off of. That if there is a single withdrawal transaction I would not be able to finalize my mortgage. I have contacted the branch a dozen times and I am told the same thing each time. Someone will get back to you. The level of incompetence in this bank is infuriating. I have been a customer for over 20 years and my parents over 25. This unacceptable and needs to changed. Furthermore, I applied for a small debt consolidation loan to pay down some card and the high interest rates. My credit was run when it was supposed to be a soft inquiry. They claim my credit score was 80 points lower then the score I was reading in front the screen that I pay a monthly subscription for. They would not call back to rectify this issue and allow me to send them proof. When I called ******** they told me that the banks information was outdated. my account number is *********

      Business Response

      Date: 01/26/2023

      Dear Sir or Madam: I have received the above-mentioned complaint and reviewed the statements made
      by *********** *****.Our
      research shows on August 26, 2023, *********** ***** visited the Visions
      Federal Credit Union Westwood branch drive-thru to negotiate his check. Mr.
      ***** wanted to deposit $450 and withdraw $1500 back in cash and at no point
      during the presentation of the transaction, did Mr. ***** clarify that the
      account being utilized could not reflect a withdrawal. Visions offers various
      ways to process this type of request, therefore the associate took the check,
      deposited it, and withdrew the $1500 in cash. Mr. ***** states, after seeing
      his receipt he came inside to verify that the transaction was done correctly. Though
      the correct amount was deposited, and Mr. ***** received the correct amount of
      cash, it is unclear as to whether the associate understood how Mr. ***** wanted
      his transaction processed.In November
      2022, Mr. ***** brought this concern to our attention. Mr. ***** spoke with the
      Manager who apologized for the confusion and offered to write a signed letter
      stating the transaction was not processed as intended and further offered to
      speak directly with the mortgage company. Mr. ***** told the manager he
      did not think the letter would work and he would reach out to the mortgage
      company and let us know. Recently, the Manager received an alert from our
      Contact Center stating Mr. ***** called in seeking a resolution to this
      matter. The Manager reached out to Mr. ***** and reiterated we could write
      him a letter and follow it up with a phone call to the mortgage company. Mr.
      ***** again stated that he did not think it would work and asked if we could
      somehow provide him with a statement that would omit the withdrawal. The Manager
      advised this would be altering a statement, which we could not do as it is
      prohibited by law, however, the Manager would investigate further and see if
      there was an alternative solution. Mr. ***** again stated that he would
      reach out the mortgage company to see if a letter would be sufficient. Mr.
      ***** then called our Contact Center and spoke to a senior associate who confirmed
      his original findings regarding a resolution. Mr.
      ***** came to the branch and was informed that the Manager had conferred with
      the right channels and the only way forward would be to provide him with a
      signed letter of explanation. The Manager reiterated, he would personally call
      the mortgage company directly to explain the situation and Mr. ***** again
      stated that he would reach out to the mortgage company and advise.  Mr.
      ***** also said that he would give the mortgage company the managers’ contact
      information. There has been no further contact from the member nor the
      mortgage company since that point.As it relates to the
      credit inquiry, Mr. ***** called in on January 11, 2023, requesting to apply for a
      debt consolidation loan. We completed an application and asked the appropriate
      questions regarding pulling credit and read Mr. ***** the required
      disclosures, prior to submitting the application. Mr. ***** acknowledged
      that Visions had authorization to pull credit and was aware that we would be
      running his credit report. At the time of application Mr. ***** disagreed with
      his credit score provided to us by ********, in comparison to what he was
      seeing on a credit monitoring service he uses. Throughout the conversation, Mr.
      ***** acknowledged that he was aware it was a hard inquiry to his credit report. When the application was
      declined, we advised Mr. ***** that he could reach out to ******** regarding the
      discrepancy. We also advised he would be receiving an adverse action notice
      with additional information he could use to try and dispute the credit
      score. Mr. ***** thanked the associate for her time and stated he would reach
      out to ********. Should
      you have any additional questions, please do not hesitate to contact me at
      ###-###-####, ext. *****. Sincerely, James Wyatt VP/
      Member Service Visions Federal Credit Union 
    • Initial Complaint

      Date:12/02/2022

      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.
      I contracted and signed for moving deposit on 9/4/22 - charges for 215.53 and 1500 were authorized by myself. On 9/5/22 I notified merchant I wished to terminate this contract. I received confirmation back from merchant this was accepted and refund would be issued.

      Charges for this were still showing pending to my account. I contacted visions and requested these NOT BE PAID as I had terminated with the company.

      The merchant was very vague about timescale of return of my deposit and thus, I became concerned and questioned the validity of company and notified visions and it was advised a fraud investigation be opened - however when company responded with contract I had signed (even though I had cancelled) visions denied claim and removed provisional credit they had issued of 1753.53 total.

      Merchant has never attempted to refund anything into my account, and I have received no goods nor services for these charges.

      Merchant manager representative stated on a three way call with Visions that the refund had been issued and processed - yet later admitted the credit memos were pulled and manually destroyed and I was not going to be getting any refund due to my callout of concerns. Michael M**** (Visions) was on this call and witnessed this.

      To reiterate: merchant received and confirmed my cancellation - credit memos were already issued and promise of refund back in my account within 3 days from Long Distance Moving billing manager via email. (I have copies of all). Visions is refusing to reopen case created under fraud and reopen correctly under NO GOODS NOR SERVICES received and initiate chargeback to merchant in spite of me notifying numerous times I received no goods nor services for this transaction. additionally I was promised this would be done while on telephone three way call with card center and Christina Ray visions representative.

      To sum up:

      I terminated contract with merchant - was promised refund and have received NO GOODS/SERVICES.

      Business Response

      Date: 12/08/2022

      Dear Sir or Madam: I have received the above-mentioned complaint and reviewed the statements made
      by ********* *******. On
      September 4, 2022, Ms. ******* hired ****** **** ****** ******* to arrange a
      long distance move from Endicott NY to Towanda PA. On September 5, 2022, Ms.
      ******* contacted ****** **** ****** to cancel the arranged move. On September
      6, 2022, ****** **** ****** confirmed the cancellation and indicated a refund
      would be reflected in her account within 3 business days. On
      September 8, 2022, Ms. ******* filed a dispute with our dispute center indicating
      the transactions were fraudulent. ****** **** ****** ******* / **** ******** ****** responded with a copy of the contract that Ms. ******* signed denying
      that the transactions were fraudulent. ****® network rules does not allow a re-dispute on
      the same transactions with a different reason code once the original dispute
      has been processed and denied. On several
      occasions Visions Federal Credit Union contacted ****** **** ****** ******* on
      behalf of Ms. ******* to request they honor the original contract and issue the
      promised refunds. Visions exhausted all possible means to resolve this issue
      for Ms. *******.We value
      our relationship with Ms. *******, and therefore have provided her with final
      credit for the two disputed transactions of $215.53 and $1,575.00 for a total
      of $1,790.53. We have
      been in direct contact with Ms. ******* on this matter and understand it to be
      fully resolved. Should you have any additional questions, please do not hesitate to contact me directly
      at ###-###-####, ext. *****. Sincerely,Debra
      S****** Card
      Solutions Manager Visions Federal Credit Union 
    • Initial Complaint

      Date:11/30/2022

      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 had a settlement with the bank of $1,000 paid in full. I went into the bank almost a year later and I was told nothing was paid. I called their collections company and the confirm everything I have. They provide with a different number for visions to call they confirm I made two payments. Totaling the the amount of 750. There is $250 unaccounted for and because the money was taken, the account remained open and accrued extra charges. Nobody can tell me where my money went or who other than the collections agent (Mike) I have been in contact with since day one.

      Business Response

      Date: 12/15/2022

      Dear Sir or Madam;I have received the above-mentioned complaint
      and reviewed the statements made by Ms. ******** regarding her concerns that
      Visions Federal Credit Union has not fully completed the settlement for her
      charged-off loan, and that there are still amounts owed. I have researched her
      concerns to determine what activity transpired and what the status of the
      settlement is.   From my research, Ms. ******** entered
      into a settlement agreement with ******* Collection Systems, a collection
      agency for Visions Federal Credit Union, for a loan that was charged off on
      July 16, 2020, for $1,241.40.  The
      initial loan was for $2,502.04 that was provided to Ms. ******** on October 11,
      2018.  The offer was to settle the debt
      for $1,000.00.  The amount was agreed to,
      and Ms. ******** paid the settlement in two payments to ******* Collection
      Systems.  From the $1,000.00 paid, ******* Collection Systems retained $300.00 for their servicing charges and the
      remainder was provided to Visions Federal Credit Union.  The loan is considered settled as outlined in
      the November 16, 2022, letter from ******* Collection Systems, which Ms.
      ******** provided to the Better Business Bureau.  Additionally, I have validated that this
      tradeline has been reported as settled to the credit reporting agencies.     In her letter, Ms. ******** also
      referenced amounts still owed to Visions Federal Credit Union.  There is an amount still outstanding to
      Visions Federal Credit Union, but it is not associated with the charged-off loan
      outlined in the previous paragraph of this response.  It is related to Share Draft charges owed,
      from a charged-off Share Draft account on February 26, 2019, which are still
      outstanding in the amount of $20.31.   I am hopeful this response clarifies and resolves Ms. ********’s
      complaint, however, should you or Ms* ********have any additional questions regarding this matter, please do not hesitate to contact me
      directly at ###-###-####, ext. 10433 or via email at ************************.Sincerely,Timothy
      M******Member
      Solutions Managercc: ***** ********                               
    • Initial Complaint

      Date:09/19/2022

      Type:Sales and Advertising 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 don't even know where to start with this company. They have almost single-handedly tanked the closing of our house. This company has no communication, not all employees have the same information regarding processes and products, and they flat-out LIED to us. My partner and I are usually pretty forgiving, but Visions has made this process so horrible, that I feel obligated to inform anyone and everyone, to steer clear! In addition, other organizations and businesses in town have expressed their frustration and concern with them as well. I don't know who is running things here, but clearly, they are not doing their jobs either! Don't trust them and don't use them!

      Business Response

      Date: 10/06/2022

      I am in receipt of the feedback dated September 19th, 2022, concerning **** *****’s purchase mortgage application, and the closing process with Visions Federal Credit Union. I have researched this matter and have provided a timeline of events below to answer the concerns brought forth. 

      08/25/2022- Borrowers applied for a purchase mortgage with Visions FCU via a Broker.
      08/26/2022- The application package was sent to the broker to obtain signatures from the   borrowers and to advise the borrowers that memberships are needed to move forward with ordering services.
      08/29/2022- The broker returned the executed application.
      08/31/2022- The broker advised that the borrowers would be establishing memberships on the following day.
      09/02/2022- The borrower contacted the credit union through our Contact Center regarding an issue experienced with the online membership application. The application was being rejected due to the address on the identification being out of state and not meeting our membership eligibility requirements. The borrower was able to provide the purchase contract for evidence of membership eligibility to proceed.
      09/06/2022- The borrower contacted the credit union through our Contact Center regarding a membership eligibility issue as the co-borrower on the mortgage did not provide their driver license for membership eligibility.
      09/06/2022- A follow-up email was sent to the broker requesting an update on the memberships and requesting missing documents from the application package.
      09/07/2022- The requested documents were sent to the credit union and one of the two borrowers opened their membership.
      09/12/2022- The broker contacted the credit union and explained the confusion as the borrowers opened a joint account and not individual memberships.  The broker stated that the co-borrower was advised that a membership is needed.
      09/12/2022- The real estate appraisal was ordered and the application documentation was sent to underwriting.
      09/13/2022- The file was approved with a condition subject to receipt of a satisfactory appraisal value and condition. The commitment letter was sent out with the above-mentioned condition.
      09/13/2022- The co-borrower finalized their membership application with the initial funding to their membership account.
      09/13/2022- The file was sent to our attorneys to begin the legal review process.
      09/15/2022- Our attorneys mailed a request to the borrower’s attorney requesting legal work.
      09/19/2022- The broker was notified that legal work was not sent by the buyer’s attorney.
      09/20/2022- The broker was again notified that the legal work was not sent by the buyer’s attorney and that the appraisal took place.
      09/22/2022- The appraisal was received back from the Appraisal Management Company and a copy was remitted to the broker.
      09/23/2022- The borrower contacted the credit union through our Contact Center regarding the status of the appraisal and a request for a copy was sent to the borrower via email.

      As of today’s date, the borrower’s attorney has not provided the requested legal work to our attorneys to move forward with the process. We are excited to finalize **** *****’s loan request and I am hopeful that the above timeline and explanation assists with resolving any concerns.  However, if there is any addition clarification needed, please do not hesitate to contact me directly utilizing my contact information below.

      Steve A******* | AVP of Mortgages
      Visions Federal Credit Union
      ************************
      Office: ************ **** ***** 
      Corporate MLO * ****** * **** * ******

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