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Business Profile

Credit Union

Fremont Federal Credit Union
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BBB Accredited BusinessA+Rated by BBB

Complaints

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

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints closed in the last 12 months.

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    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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    • Initial Complaint

      Date:03/24/2023

      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.
      3/24- I am a member of the credit union and have been for several years. I called and applied for a loan and the loan officer returned my phone call stating several misleading information

      Business Response

      Date: 04/17/2023

      [BBB Transcription via Email]

      Response – ****** *****, Branch Manager

      Ms. ***** had called and left a message to apply for a loan.  I unfortunately was not available and asked **** to contact her and process her loan application.

      I was off on March 22,2023 and returned on the following day.  **** and I discussed the application since the credit score was below 600.

       In reviewing,  Ms. ***** had an Auto score of 522, her last loan was our holiday loan, $1212.00 for 12 months at 12%.  The loan took 23 months to payoff and had 14 late payments.  There were new collections on the credit report since her last loan with FFCU dated 10-30-2017.  Ms. ***** has been at her current job for 3 months.  Prior to this her job history was R***** 6 months, A***** 5 months, B**** 2 months,  T***. A***** 1 year, not sure of the order.   The decision was to deny the loan based on prior loan repay history with several months of delinquency and Insufficient Job time.  After **** had spoken with Ms. *****, she came to me and told me about her being unhappy with the decision.  I did try to reach out to her and left a message, she did not return my call.

       

      Response – **** ******, Loan Officer

      I spoke with Ms. ***** on 3/22/2023 about a preapproval for a vehicle she was looking at. I did tell her that I would call her on Friday and let her know what my approving officer said.

      I called her on Friday to deny her loan based on her score, job time and repay history. I said hi ***** it’s **** from Fremont Federal Credit Union calling about your loan application. I said unfortunately we can’t approve your loan based on your repay history with FFCU.  She started saying that she does have a bad history with FFCU, but she always eventually pays the loan back. I then told her that the repay history wasn’t the only reason. I said yes that’s true, but because of that we couldn’t approve you at this time. I then said another reason was job time.  She then stated that she was calling the BBB based on the denial and what happened in the office yesterday and then hung up on me. When I got off the phone with her, I went to ******’s office to let her know what was going on. ****** asked for her account number so that she could call her. ****** called and left her a voicemail

       

      If I can be of further assistance, please do not hesitate to contact me.

       

      Thank you and kind regards, *****

      Customer Answer

      Date: 04/17/2023



      Complaint: ********



      I am rejecting this response because: the statements from the loan official is incorrect. 



      Sincerely,



      ***** *****

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