Complaints

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

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  Bridge Credit Union

  10567 Sawmill Pkwy Ste 100 Powell, OH 43065-6671

  
• 

  Bridge Credit Union, Inc.

  409 E. Monument Ave., Ste. 105 Dayton, OH 45402

  
• 

  Bridge Credit Union, Inc.

  205 N Barron St Eaton, OH 45320

  
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  Bridge Credit Union, Inc.

  425 Rona Pkwy Brookville, OH 45309

  
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  Bridge Credit Union

  1980 W Broad St., Unit 0000 Columbus, OH 43223-1102

  

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:06/24/2025

  Type:Billing 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.

  The first issue took place in November. I made an over******* and the app stated a lower amount was due for the next month. I paid that amount.

  They then ignored my calls and hung up when I answered. I found out there was an issue after they took my car and told me there was no repo fee. A $450 charge was applied.

  They are still having issues with *******s and their app, but refuse to solve it. Payments are taken and returned even though the funds are in the bank. They advised a skip ******* would take place after their system failed to withdraw on my due date and eventually withdrew 9 days later after they advised a skip ******* was done.

  Since the money was still taken, I was advised a ******* would be issued for July. They are now saying it will probably not get approved. They refuse to send follow up emails and will not provide recorded calls between myself and Bridge. They have taken my money, provided conflicting information, refuse to provide service, and withheld my personal information from me.

  

  Business Response

  Date: 07/02/2025

  RE: Complaint ID ******** Kirstyn Richards sent to BBB on 6/24/2025
  After reviewing the complaint and speaking with Kirstyn directly, we would like to provide a summary of the resolution we discussed:
  Repossession ********************start="697" data-end="700"> It was a miscommunication on our part regarding the $450 fee associated with the repossession. While this fee was collected by Bridge, it is a third-party fee passed through from the lot. We previously communicated that Bridge did not charge a fee and that the lot would, which understandably caused confusion. Given this, we have agreed to issue a refund of this amount as a courtesy and in recognition of the service gaps Kirstyn experienced.
  The refund will be deposited into Kirstyns checking account to serve as a financial cushion should any future issue arise. We hope this provides some peace of mind and helps reestablish trust in the overall experience with Bridge.
  Ongoing *****************start="1394" data-end="1397"> Kirstyn has committed to personally monitoring her account to help ensure that future payments are applied correctly and any issues are addressed promptly. If expectations are not met, we have given Kirstyn a direct avenue to utilize in the future to ensure her experience going forward is smooth and fully supported.
  
  Communication *****************start="1805" data-end="1808"> Weve also sent a written summary of our recent conversation to Kirstyn so that we both have a clear point of reference and record of the resolution.
  

  Customer Answer

  Date: 07/03/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ******* ********

• Initial Complaint

  Date:04/16/2024

  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.

  In September of 2023 I paid a small loan payment for a loan I had at that time with ******* ***** ****** ***** and paid a payment for different loan I have with them in September. These payments were also documented on Credit Karma by the bank as PAID.

  I am being called multiple times a week now by Bridge Credit Union that took over the bank the end of 2023 after the merge. They are now telling me in March and April of 2024 that I did not pay those two specific payments. I do not owe those payments.

  They have sent me a bank statement today now showing any information about those payments even though they were not even my bank at the time of these payments and I have the proof that it was reported as paid. They call me multiple times a week, the staff is rude, and they have messed up so many local peoples accounts in this area and have yet to make any improvements.

  I just want my accounts marked up today and for them to leave me alone. I am in the process of going to another bank and will only use Bridge until my loans are paid in full.

  
  
  Multiple times they have held our paychecks and told us that they can hold them for five days if they want, they have froze our accounts, they have refused to let us use our money in our account for bills, and they have taken money out of our accounts with out permission to pay our loans more than once and more than the amounts due.

  

  Business Response

  Date: 04/19/2024

  In
  response to Complaint ID: ********
  
  All
  payments made for loans established with ******* ***** due September 2023 were
  processed and posted October 2, 2023, and those loans are reflected with the
  next Payment due April 10, 2024, and April 15, 2024.
  
  In
  response to the multiple phone calls taking place in March and April; these
  phone calls were made as a courtesy due to loans being past the due date.

  In
  March, 3 calls were made- 03/5, 03/12, 03/15:

  On March 5th, the
  Unsecured Loan (***) had a payment due of 2/15/2024, reflecting 19 days delinquent
  and the Home Equity loan (***) had a payment due date of 02/28, reflecting 6
  days delinquent.  

  On March 12th, the Unsecured Loan (***) was
  reflecting 26 days delinquent and the Home Equity loan (***) was reflecting 13
  days delinquent.

  On March 15th, the Unsecured Loan (***) was
  reflecting 29 days delinquent and the Home Equity loan (***) was reflecting 16
  days delinquent, and the Auto Loan (***) had a payment due of 03/10/2024,
  reflecting 5 days delinquent.

  In April, 3 calls have been made- 04/2,04/04,
  04/09:

  On April 2nd, the Unsecured Loan (***) had a payment due of
  3/15/2024, reflecting 18 days delinquent and the Home Equity loan (***) had a
  payment due date of 03/28, reflecting 5 days delinquent.

  On April 4th,
  the Unsecured Loan (***) was reflecting 20 days delinquent and the Home Equity
  loan (880) was reflecting 7 days delinquent, and on April 9th the
  Unsecured Loan (***) was reflecting 25 days delinquent and the Home Equity loan
  (***) was reflecting 12 days delinquent. These calls were all made as a
  courtesy, to keep the loans from reporting as delinquent to the credit bureau
  at 30 days delinquent.
  
  Deposits
  that were posted via our remote capture process, are subject to an automatic
  hold per our hold policy. The funds are typically made available the business
  day following the business date of the deposit; however, these holds can be
  reviewed if there is an immediate need.

  As of current, the account is active,
  and funds are available to withdraw. 

  Customer Answer

  Date: 04/19/2024

  This has nothing to do with my complaint the issue was actually completely avoided. Late payments in 2024 have NOTHING to do with why im being told in MARCH of 2024 by Bridge Credit Union that I supposedly had not paid TWO loan payments in September and November of 2023 that i had verified with ******* ***** Staff often that everything was up to date.

  You are trying to get me to pay those payments for a second time and they have been paid. There was NO MISSED payments in 2023. So to bring up the present tense is irrelevant.

  Also in regards to "placing holds" on my account that statement is also irrelevant as I have called multiple times and verified on at least 3 occasions maybe more that my account is notated that funds are not to be held and that you are placing HOLDS ON MY WEEKLY PAYCHECKS even after properly marked AS PAYCHECK. Even going into the bank they are unsure why it is happening.

  Ive had my paychecks held causing automatic payments not to go through, Ive had my money taken from my account to pay BRIDGE loans and the payments were made with out my approval and for way more than the payment amount. I have also came in there to cash my paycheck for them to tell me they did not have to give me the money back from my paycheck i had just handed them. Please stop doing this stuff to customers its extremley unfair and unprofessional. 
  
  
  
  Regards,
  
  
  
  ****** *****