Complaints

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

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• 

  Empower Federal Credit Union

  1 Member Way Syracuse, NY 13202

• 

  Empower Federal Credit Union

  15 East Genesee St. Baldwinsville, NY 13027

• 

  Empower Federal Credit Union

  5791 Route 31 & 11 Cicero, NY 13039

• 

  Empower Federal Credit Union

  520 South 2nd St. Fulton, NY 13069

• 

  Empower Federal Credit Union

  100 George St. Oswego, NY 13126

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:09/26/2023

  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.

  I found a charge on my July credit union credit card statement that was not mine. Made many attempts to contact but gave up after 25+ min wait times. Finally spoke with a rep and filed a dispute on 8/2 explaining I did not know how this occurred but was certain the charge was not mine. Answered many questions including that I did not give my card to someone else. I was notified 23 days later that the same questions needed to be answered or the dispute would be denied in 10 days. I called again and provided the information-again after enduring extensive time on hold. Both reps suspected the card may have been cloned since it wasn't lost or knowingly given to someone and their data showed someone used a card and not just keyed in data.
  At the 10 day mark I was able to access the dispute on line and saw non of my conversations were added to the dispute. I frantically added remarks and tried again to speak with someone to ensure my dispute was not closed. After 35 min wait time I was offered a call back which I accepted. The rep that called back indicated she could not see any information regarding the dispute and a different department must have filed it which prevented her from access so I would need to call back! I requested a call back on line but no one contacted me.
  Just received a letter that dispute was denied because "Mastercard regulations require that disputes of this nature be resolved directly between the consumer and the merchant.." so I need to try to recoup my money from an unknown location!
  A rep tried to find a supervisor but after 20 min received a text that I would be called the next day. He said that because the card had a chip and I didn't know how someone could have used it then I was responsible.
  The fact that my card had a chip was know from the beginning! The whole process was a time consuming farce! There was no answer that was going to absolve me of these erroneous charges! How would anyone know if it was taken without them knowing?

  Business Response

  Date: 10/04/2023

  The credit union mailed a response directly to the member on October 4, 2023.

  Customer Answer

  Date: 10/18/2023

  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:09/24/2023

  Type:Customer Service 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.

  September 18, 7:59 am (Monday) central time I was driving from NY to Texas when I tried to get gas and my card was declined. I discovered the representative had accidentally disabled my new card with no option to re-enable. I explained this was urgent as this was my only card period. Rep was to reissue a card but explained she would not overnight it. Had to sell my laptop for cash to make it to ******** ***** (on the street).
  Once there I waiting until Friday to check the tracking on the replacement card and was told “they forgot to send it”; “our fault”. After about 20 calls I was able to convince a representative to overnight another card. I spent 5 calls trying to reach a manager and was told they would call me back. Never happened. I have been living out of my car now for almost 7 days and local “affiliates” were unable to access ******* or help. I am now in a dire situation and after several more calls I still have no confirmation on a shipping number and “off hours” has no answers. Please help! I’m stranded 1800 miles from home

  Business Response

  Date: 09/28/2023

  The credit union mailed the member a response on September 28, 2023.

• Initial Complaint

  Date:09/10/2023

  Type:Customer Service 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 recently had a late payment hit my credit report for a $400 credit card I had with Empower. I immediately made a payment on that and called into Empower to see what was going on. I also requested the mark be removed from my account for multiple factors. I had setup auto pay on this account but apparently that never was processed by the system. In addition, I had received numerous SPAM calls from Empower and was warned about these SPAM attempts so I stopped answering calls from Empower. Not to mention I had the money in my savings account that could have been a courtesy transfer to pay the $20 due (which Empower does regularly with my other accounts).
  
  I called back in to see the decision on removing that one late payment from my credit report as it is significantly impacting my finances and was indeed an Empower issue on multiple fronts (auto-pay not working and SPAM issues). I was then informed that my card was late AGAIN. I have an auto-pay setup and confirmed and I am still experiencing this issue.
  
  I have reached out to multiple individuals with no success - I have been told this is my problem. However, I did not receive one voicemail (I was screening the SPAM calls from Empower numbers due to the high volume of SPAM), Did not receive any mailings (they said one was sent to an old address I do not live at), No emails were sent regarding this issue at all, and I was in the branch multiple times during the "late" period and there was no mention of the payment being late.
  
  I had auto-pay setup that does not work correctly and had plenty of funds to pay the amount due. Empower should take responsibility for the issues on their end and lack of proper communication to the customer.

  Business Response

  Date: 09/14/2023

  The credit union mailed the member a response on September 14, 2023.

  Customer Answer

  Date: 09/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  It has been 6 days and I still have not received the letter Empower stated they sent out. This is the exact type of problem that lead is to this issue. Empower stated they reaches out but I never received anything. The last time I was in the Johnson City branch I ensured my address was correct. I cannot be held liable for a missed payment when their auto-pay system did not work and their communication does not work.
  
  Regards, ***** *******

  Business Response

  Date: 09/20/2023

  The initial response was mailed to the member by the credit union on September 14, 2023, to his address on record. The credit union will mail a duplicate response on September 21, 2023.

• Initial Complaint

  Date:08/20/2023

  Type:Customer Service 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 issued a cashier’s check for $13000.
  It was not real !???!
  
  See attached

  Business Response

  Date: 09/01/2023

  The credit union responded directly to the individual on September 1, 2023.

  Customer Answer

  Date: 09/01/2023

  Better Business Bureau:
  
  I did not get a response
  
  Regards,
  
  ****** *****

  Business Response

  Date: 09/01/2023

  The credit union mailed a response letter via US Mail to the individual on September 1, 2023.

• Initial Complaint

  Date:06/29/2023

  Type:Customer Service 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 reached out to dispute a transaction. They provisionally credited the transaction amount and then referred me to the merchant when they ultimately denied my dispute. I contacted the merchant who informed me the bank was the one who denied the request and that they encourage me to proceed with a second dispute on the funds. At the branch I was informed that this is not possible and not to do so. ****** informed me this is the only way to resolve my funds being stolen by a complete stranger. The funds were not returned and the services the funds were sent for, not rendered. The branch manager blatantly lied to me telling me that the first person who was assisting me had to leave, and lied again when she stated I was unable to dispute the findings of my case. This is absolutely asinine for someone who handles ALL of their accounts with an institution. I feel absolutely disrespected and wronged by this company and I’m requesting assistance from a higher level of management who can assist me with the transaction dispute further so that I can be credited the money I am OWED.

  Business Response

  Date: 07/07/2023

  The credit union responded to the member directly via letter on July 7, 2023.

• Initial Complaint

  Date:06/09/2023

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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.

  In 2012 I opened a HELOC loan. Boxes on the paperwork were prechecked for "optional" disibility and life insurance policies that I would have never agreed to if they were explained. The policies are hugely disproportianate in cost to similar policies in the marketplace and I had no use for them. They cover 3x and 5x the amount of the loan itself and increase the monthly payment by 33%. I would have avoided them the way I would any "extended warranty" type mark up.
  
  The effect of these policies was to incrase my monthly minimum payment, but keep it below what would pay down the loan balance. Perpetual debt. For most of the life of the loan I simply made payments online between accounts, or sometimes took some money out. If I ever saw the extra debits at all I assumed they were interest charges or something.
  
  I never recieved any information about these two policies. Not one email or annual coverage package. No attempts to upsell. No coverage change notifications. No "confirm your beneficiary" letter. Nothing in 11 years. I don't know if I even had a beneficiary selected as paperwork they produced for me doesn't show one! There was none of the communication that any normal policy for anything would have. There is no mention at all of these policies on the customer website dashboard. When I realized what had been happening I had no way to even learn the insurance company name without physically asking an employee.
  
  I take this pattern of behavior to be intentional concealment of "optional" insurance slipped into loan origination documents. I just proved to be oblivious enough not to see it in 11 years. I am sure there are many others who never realized they were overpaying.
  
  These hidden charges add up to roughly $3500, which doesn't even account for interest paid on them. I would like an exact amount calculated and refunded.

  Business Response

  Date: 06/12/2023

  The member has been working with credit union management to resolve this issue since Friday, June 9, 2023.

  Customer Answer

  Date: 06/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. There was no offer.  Here is the message: "The member has been working with credit union management to resolve this issue since Friday, June 9, 2023."The wording, in combination with the form letter from BBB, seems intended to trick me into marking the issue as resolved, or failing to reply to create an automatic closure of the complaint. It is not resolved.I did interact with customer service, not management, on the empower FCU website on Friday before turning to the BBB. On Monday morning their response was "Any further communication regarding this issue needs to be directed to Empower legal counsel."  So I consider the avenue of communication alluded to in their response ("working with credit union management") to be closed while I shop for representation, which may take some time. There are at least two other BBB compaints against Empower FCU reffering to the same fraudulant practice, just in the last 36 months. I'm sure there are scores if not hundreds of other victims. In addition to a refund of what was stolen from me I would like to know that this carefully constructed practice of fraud and concealment will not be impacting anyone else.  Regards,
  **** *****

  Business Response

  Date: 06/13/2023

  The credit union responded to the initial complaint on June 12, 2023. 

• Initial Complaint

  Date:05/30/2023

  Type:Customer Service 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 is less of a complaint against "Dan" (who will henceforth be referred to as the employee and more of a suggestion and feedback about how a situation could better have been handled at the Baldwinsville branch. My Empower credit card was being denied everywhere. I couldn't go in Monday since it was a holiday, I went in on Tuesday morning. I spoke to an employee at the service desk which is in the lobby and within earshot of other customers and credit union employees. I explained to the employee at the service desk that my card was not working. I got the card out and gave it to him and he looked it up. He said it had been blocked but then he said he would unblock it for me which he did. I asked him why it had been blocked and he started to mention a charge, the company, etc. and it was at that point that I decided it was best not to be discussing my credit card to this degree in an open lobby. The employee instructed me to sit down in an annoyed fashion which surprised me as he seems so humble and that he would get someone to see me in one of the offices. I did meet with one of the other employees who said a fraud alert had come up on the card and that was why it was locked. The employee at the service desk who said he unblocked it in my opinion made an error. To unblock a card on a fraud alert only gives the offending party the opportunity to immediately put through the charge electronically. As it t**** out I was advised to cancel the card by the second employee and a new one has been ordered. The second employee was not Ron but I forget his name. Which brings me to my second concern. Why are not credit cards that are reissued due to fraud sent expedited mail? I have to wait 7-10 days to get the card unless I want to drive to Lakeland to pick it up. So we have the issue of discussing banking matters in the open in a lobby, an employee unblocking a card that had been closed on a fraud alert and no expedited shipping. Please contact me by email only. Thank you.

  Business Response

  Date: 06/01/2023

  The credit union responded directly to the member on June 1, 2023.

  Customer Answer

  Date: 06/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  On June 6, 2023 I contacted by email the manager of the Baldwinsville Empower FCU a request to speak to her in person about an issue she and I had shared a few emails about. It is my believe that Michelle B**** Manager thinks her emails have resolved the issue. They haven 't. I have twice asked in response to the emails from Ms. B**** to meet with her in person at the credit union as I don't believe email is the traditional manner in which a business complaint is resolved. Ms. B**** has herself written to me in email "I hope you find that I have addressed all your concerns mentioned and you decide to continue your relationship with Empower. Please feel free to reach out to me or Ross Ireland if you have additional concerns or questions. The next time you visit the branch please feel free to ask for me and I will personally assist you." My requests to meet with Ms. B**** in person have not been acknowledge nor have her emails resolved my concern that an employee told me my card was blocked due to a fraud alert, then proceeded to tell me that he unblocked the card and was prepared for me to leave with the card. It was not until I asked to speak to one of the employees in the office was I informed that policy is to shut down a card where there is a fraud alert because the chances are good that the offending party will try to make the charge a second time. My issue is with the handling of the situation by the first employee. The bottom line is, I have requested an in person meeting to resolve this instead of email and Ms. Michelle B**** has not responded. And that is my complaint.
  
  Regards, ********* ****

  Business Response

  Date: 06/21/2023

  The credit union will respond directly to the member by June 30, 2023.

• Initial Complaint

  Date:05/05/2023

  Type:Customer Service 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 an auto loan with the bank. Recently, I filed a insurance claim with my insurance company. A representative has been trying to get in touch with the bank for weeks. However, they have NOT been responsive in providing the documents associated with the claim. I tried to call multiple times but there seems to be either long wait times or the call hangs up. This is necessary to complete my full claim process.

  Business Response

  Date: 05/09/2023

  The credit union responded directly to the member on May 9, 2023.

• Initial Complaint

  Date:04/13/2023

  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 recently closed both my business and personal accounts at Empower FCU. I have an Empower ********** which I have for many years that has accumulated a very large number of reward points. I cannot log into my old account with Empower so I went on their website and filled in an email request to have someone contact me on 4/9/2023. I have yet to receive a response. Yesterday (4/12/23) I called them (###-###-####) and was on hold for 23 minutes but no one picked up. It asked if you wanted to leave a message so I attempted to but when connected it hung up on me. This morning (4/13/23) I again called the same 800 number and was again placed on hold for 24 minutes and still no one answered. I was able to leave a message this time but no one has returned my call.

  Business Response

  Date: 04/24/2023

  The member was mailed a direct response to the complaint on April 24, 2023.

• Initial Complaint

  Date:02/06/2023

  Type:Customer Service 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.

  Purchased a car through **** **** **** in Waterloo, NY this past September. Financed through Empower Federal Credit Union (EFCU). I have Comprehensive Car Insurance through ******* Group with EFCU on my lien. In December, I received notification that EFCU did not receive proof of my insurance (it was mailed to them three times, faxed to them, and emailed to them twice) and because of that they were doubling my monthly payment to include comprehensive car insurance. I have called to complain and straighten this out, but no one takes my calls and they do not seem to be acknowledging my proof. As I type this, I have been on hold with them for 40 minutes despite a 10 min wait (someone keeps picking up the phone and putting me back on hold). If this doesn't get straightened out, I fear they will screw up my credit rating.

  Business Response

  Date: 02/15/2023

  The credit union responded to the member directly on February 15, 2023.