Complaints

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

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Firelands Federal Credit Union has 6 locations, listed below.

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  Firelands Federal Credit Union

  300 North Street PO Box 8005 Bellevue, OH 44811

• 

  Firelands Federal Credit Union

  2100 E. Mansfield Street Bucyrus, OH 44820

• 

  Firelands Federal Credit Union

  169 Ridge Street N Monroville, OH 44847

• 

  Firelands Federal Credit Union

  236 Columbus Ave Sandusky, OH 44870

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  Firelands Federal Credit Union

  1222 State Route 598 Galion, OH 44833

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:07/14/2025

  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.

   
  Complaint: 23587405
  
  I am rejecting this response because:

  I was told by your branch manager, verbatim that she got permission to stop the check after 30 days and even had a conversation with her when that could be done. Then after I follow up to make sure that this can be done should avoid my calls for days and then when she does call me back cant get me off the phone soon enough to tell me that theyre not going to do it. Your branch manager also admitted to me on the phone that my mom was confused when she came in to purchase a check. 
  
  Sincerely,
  
  ****** ********

  r circumstances where additional due diligence should have been exercised. There is absolutely no reason that check should have been allowed without appropriate safeguards.This situation has caused unnecessary stress and delay, and I am requesting immediate resolution. I would like the stop payment to be honored as soon as possible so a new check can be ordered and paid to the correct party who Needs their funds.I expect a prompt response to this complaint and a clear explanation of the steps your institution will take to correct this issue and ensure this does not happen again in the future.

  Business Response

  Date: 07/22/2025

  Thank you for taking the time to speak to our SVP of Member Experience at Firelands Federal Credit Union (FFCU), on July 11, 2025, and providing information regarding the joint checking account for ****** ***** and ***** ******** ending in 5004.
  Below is a recap of the situation.
  

  On June 2, 2025, ****** ***** came into the Firelands ****************** with $39000 in cash and requested to purchase a cashiers check made payable to herself. Mrs. ***** explained to the Galion branch team that this was for the purchase of a car, and she did not want to enter the dealership with such an amount of cash. Due to the dollar amount of cash brought into the office, a Cash Transaction Report was filed in accordance with federal law, and the cashiers check was issued. At no time was the Firelands team aware of any mental or cognitive concerns or were they notified of such.
  

  Approximately 2 weeks after the cashiers check was issued, the Galion branch staff began to have conversations with ***** ********, who explained that in early March, her mother ****** *****, was diagnosed with early onset Alzheimers/dementia and purchased that cashiers check in this condition. This was the first time the Galion branch team was informed of any cognitive impairments and in previous encounters with the credit union, this concern was never mentioned. Firelands FCU has a strict policy for these types of situations, and we would have requested valid power of attorney or conservatorship paperwork. Firelands FCU is not authorized to give information or transact on an account unless the valid power of attorney is in place. ************ informed us that she is unable to be granted power of attorney due to our members condition and inability to sign legal documents.
  

  In the original conversation with the Galion Branch Manager, Mrs. ******** was told of the stop payment time limits in accordance with our policy* and that at 30 days, management would review based on locating the negotiated cashiers check. Firelands FCU policy is in accordance with the Uniform Commercial Code (UCC) Section *****. These are the exact procedures, by law, to declare a cashiers check (that should otherwise be treated as if its cash) as lost/stolen/misplaced.   Mrs. ******** explained to the management team, that this was a misunderstanding and that she had an idea where the check might be in her moms house. She stated that they were going to look together and find the check and bring it into the office to start the stop payment process. This conversation was in accordance with the policy of needing the physical check to start the stop payment process prior to 90 days after it was issued. The cashiers check in question is for $39000 and is a large negotiable item that Firelands FCU would take a significant loss on if it were to be negotiated before the 90-day cashing window.
  

  On June ******, check #**** written by ****** ***** and made payable to ***** of Marysville in the amount of $10,607.54 was returned for nonsufficient funds. Due to ***** ******** being a joint owner on the account, she is liable for the returned funds, and the dealership is attempting to collect monies owed to them. Through referenced conversation on July 11th, Mrs. ******** continually reiterated this has little to do with Firelands FCU, but the harassment you are encountering from the dealership. As discussed, we wanted to help and **** offered to contact the ***** dealership in question and to communicate your concerns and work on a solution.Additionally, Firelands *** offered a loan to help with the dealership payments and to alleviate the financial burden.
  

  *Firelands Federal Credit Union policy:
  Firelands Federal Credit Union will not place or enforce a stop payment on a Cashiers Check until after 90 days following the date of the check. Once the 90-day period has expired, the Credit Union will honor the claim and pay the claimant (the remitter or payee). The Credit Union has already discharged its liability for the Cashiers Check by paying it when it was presented. No claim can be made.
  

  *Uniform Commercial Code (UCC) Section *****. LOST, DESTROYED, OR STOLEN CASHIER'S CHECK, TELLER'S CHECK, OR CERTIFIED CHECK.
  The declaration of loss cant take effect until the later of the time the instrument is declared lost or the 90th date after its issued.