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Business Profile

Bank

Empower Federal Credit Union

This business is NOT BBB Accredited.

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Complaints

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

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Empower Federal Credit Union has 21 locations, listed below.

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    Customer Complaints Summary

    • 26 total complaints in the last 3 years.
    • 5 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/23/2023

      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 cosigned a car for an ex girlfriend. This car become reposessed for non payment. I recieved a letter from empower that the car was sold and i am responsible for 2800 of the remaining amount as the car was sold. I began to make payments towards this amount monthly and empower. My credit reported every payment late. And now added 1500 more to the debt. This is fraudulent and affecting my credit. It reports 3,660 which is not what I owe after payments.

      Business Response

      Date: 01/31/2023

      The credit union sent a response directly to the member on January 31, 2023.

    • Initial Complaint

      Date:01/07/2023

      Type:Customer Service Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Since Horizon FCU switched acct over to Empower FCU in October 2022 we have been having an issue trying to make a payment on an auto loan. Have sent payment 4x and they kick them back to my bank. They have used every excuse from wrong acct number, sending it to the wrong acct,(checking not a loan payment). Is my bank using the right routing number. Tried to send payment to savings acct. has not posted. I'm sure it will be kicked back. I checked with my Bill Pay service all the information they have I have sent to them is correct. Very frustrated .I have been sending the payment to the address and acct. Number they provided. Its obvious the routing number is correct because they are sending the payments back. And I know the it is being sent to the correct acct. number that is under my husbands name. When you call it takes forever to get thru..

      Business Response

      Date: 01/13/2023

      The credit union mailed a response letter directly to the member on January 13, 2023.

      Customer Answer

      Date: 01/18/2023

      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:12/09/2022

      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 a checking/ savings accounts with Empower federal credit union for several years. I had direct deposit, did my bill pay all through this account for years. This past August I noticed three transactions on my checking that I did not authorize. I contacted the credit union right away and closed my debit card. They refunded the money to my account and issued a new card. About thirty days later I received a letter from the credit union stating they had proof that the transactions were made by me and would be taking the money back out of my account. I contacted them once again arguing that I did NOT make those transactions. They said they sent me the proof in the mail, but I never received it. They took my money, my accounts went into the negative. I had to write a check from a different account to cover expenses that were scheduled to come out of the account.I have since closed my accounts. They never sent me anything to prove that I made those purchases, because I DIDN'T MAKE THOSE PURCHASES! So now I am out $390 and the Empower Federal credit Union is now $390 richer! When the purchases were first posted they had weird names on the posts, they are now showing as gasoline purchases. I only own one vehicle with a 12 gallon tank, kinda hard to spend $390 on three gas purchases! Very disturbing how I was treated by them after all the years of doing banking with them.

      Business Response

      Date: 12/14/2022

      A response was mailed directly to the member on December 14, 2022.

      Customer Answer

      Date: 12/21/2022

      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.
      Most Recent Message Date Sent: 12/20/2022 6:12:52 PMThe response I was sent from the credit union was just a copy of my checking statement with a letter attached saying they did not see anything suspicious. They did not provide any proof that I made those purchases. Probably because I DIDN'T!

      Regards,

      ****** *****

      Business Response

      Date: 12/21/2022

      The credit union responded directly to the member on December 14, 2022.

    • Initial Complaint

      Date:11/28/2022

      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.
      I contacted Empower Federal Credit Union by email and asked them to unblock my bank accounts and debit card along with my ****** Credit card. Jenna from Empower sent me an email this afternoon and said the account was locked. It should not be because I paid off a courtesy pay loan on my checking account days ago . I do not have any negative balances on my account. I also called to see if I needed to reactivate my debit card , I did that as well . My account is still locked. I am trying to use my debit card and it’s declined because Empower has my accounts locked. I really need them to unlock my accounts and my credit cards.

      Business Response

      Date: 11/30/2022

      The credit union responded directly to the member on November 30, 2022. 

      Customer Answer

      Date: 12/01/2022

      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.  

      Regards, 

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

    • Initial Complaint

      Date:10/27/2022

      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.
      There are 2 fraudulent charges on my account. I've been trying to contact the bank to have this resolved for a few days and I keep getting the same message from them that they don't have enough information. I sent the information in a message and got the same reply.
      I've attached screenshots of the transaction here, the same screen shots I've already sent the bank.

      Business Response

      Date: 11/02/2022

      A response was sent directly to the member on November 2, 2022.

    • Initial Complaint

      Date:09/27/2022

      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.
      Hi ??
      This account has been closed 4 I believe 5 years now
      It had 26¢ on it n I had 2 pay it 2 zero it out in order 2 do so
      So I have NNNOOO CLUE WHO has this account now n this charge is NOT Mine
      I have a TBI(Traumatic Brain Injury) n receive My SSDW
      My Daughter Samantha is My Legal Advacate n is helping Me with My claimTY 4 Ur time, energy n consideration.
      Keep making GR8 moments!!!!!:)

      Business Response

      Date: 10/06/2022

      A response to the complaint was sent directly to the member on October 6, 2022.

    Empower Federal Credit Union is NOT a BBB Accredited Business.

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