Complaints
This profile includes complaints for Kemba Credit Union, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 15 total complaints in the last 3 years.
- 6 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:06/19/2025
Type: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.
Around 3-19-25 I was contacted by Kemba’s fraud department for a charge for $28.95. Upon looking over my account I found that someone had been purchasing gift cards using my debit card and my niece’s email address. The total came to $694.80 and the charges went back to 12-8-24. I filed a dispute and also spoke with ****** and was given the name and address of the account holder where the fraudulent activities took place. ****** informed me that there was nothing they could do and I would need to speak with Kemba for a resolution. On 4-14-25, I was asked to submit screenshots of my ****** account purchases and subscriptions, which I did on that same day. Around 5/28/25, I received information on 1 of the 22 charges providing an ip address from where the actual fraudulent activity took place, not my address or ip address. I was also told by the fraud department that the account belonged to a 16 year old, which is not true, per The ****** Representative who verified the account holder’s information. I requested the information on the other charges so that I could file a police report. I was sent information on 14 of the 22 transactions and was told that that was all of the information they had and the gift cards were received via email or text. I then requested the remainder of the transactions, the phone number that the gift cards were texted to, and pointed out the inconsistencies in the information that I being provided from the bank and was then was told that some of fraudulent transactions were out of the timeframe and could not be accessed. I was also told, in all caps, that my denial is final and I would need to speak with the merchant from now on. The bank has refused to refund my money or provide factual evidence that they have based their conclusion off of. As a loyal customer of this bank for 15+ years, I would never have imagined that I would have been treated in such a manner, which , causes me to second guess my decision trust this entity with my money
Business Response
Date: 06/25/2025
Dear Ms. ********,
Thank you for the opportunity to provide further clarity and
address your complaint regarding the denial of a dispute for multiple debit card
transactions on your account. We believe
the source of this complaint is due to miscommunication regarding terminology utilized
during this process and the method of evidentiary information employed while
investigating your transaction dispute. Specifically,
“timeframe” refers to a 60-day window of time in which a member can dispute a
transaction, after it is posted. We can
only request documentation back to 60 days from the merchant. As such, we could only investigate 14 of your
22 transactions that dated from February 2, 2025 through March 29, 2025.
Our investigation and the reason for our dispute decision
was based upon, but not limited to, matching IP Addresses, networks and
devices, email addresses, and security protocols utilized between the disputed
****** purchases and our Digital and Core System. This information was provided to you
previously. Because of the compelling evidence,
the dispute, in total, was denied. We
note that ****** limits the information they will share with the financial
institution, providing only key items needed to investigate the dispute.
We understand that the nature of this dispute is complex,
however, no further substantive evidence has been presented to us to reconsider
this issue.
Once again, we do appreciate the opportunity to provide
clarity and address your complaint regarding this issue. Further, please know that we have reviewed
our email communication protocols with our Disputes Personnel, coaching them to
be more mindful and detailed in their use of terminology and general discussion
with members in their future interactions.
We sincerely appreciate your patience and continued
membership.Customer Answer
Date: 06/26/2025
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, reasons for rejection are included below.I have filed a police report, which you have a copy of, for theft. I did not provide you with email and ipp addresses, you received those from ******. The ipp addresses, account holder' s name and address are not of anyone who resides in my home or has been given permission to make those transactions. Your overwhelming evidence is not against me.(PLEASE TYPE YOUR REASONS HERE)
Regards,
****** ********
Initial Complaint
Date:05/14/2025
Type: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.
Please remove hard inquiries i do not know where this came from
******* *** 31/12/2024
COAF ******* *** **** ******* 01/22/2024
***** ** 01/16/2024
***** ** 01/16/2024
***** ****** 01/16/2024Business Response
Date: 05/14/2025
Dear *** ********,
Thank you for contacting us regarding an Identity Theft
matter. A review of our records indicates that your information was
presented in an attempt to obtain a vehicle loan. Due to the Identity
Theft, we submitted a formal request to remove the credit inquiry from your
record. It may take up to 45 days for that information to update with the
credit bureau. We strongly suggest that you also follow up directly with
the credit reporting agencies regarding this incident.
Thank you again for contacting us regarding this matter.
Respectfully,Customer Answer
Date: 05/19/2025
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, reasons for rejection are included below.(I have never taken any loan or credit from this company. I have never about them. And i seen it in my credit inquiries)
Regards,
****** ********
Initial Complaint
Date:04/07/2025
Type: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 account was charged off on the following date December 2022 Since then the account has repeatedly been updated as charged off every month. This is an update in the payment history. A charged off account should NOT include an active payment history. This inaccurate information falsely manipulates the statute of limitations.You failed to investigate this account properly and your neglect has violated my rights. I am demanding a deletion of the following account: KEMBA CREDIT UNION ACCOUNT NUMBER : ******XXXXX Under 15 U.S. Code 1681e (b)Accuracy of report Whenever a consumer reporting agency prepares a consumer report, it shall follow reasonable procedures to assure the maximum possible accuracy of the information concerning the individual about whom the report relates. 15 U.S. Code 1681i (5)Treatment of inaccurate or unverifiable information(A)In general if, after any reinvestigation under paragraph (1) of any information disputed by a consumer, an item of the information is found to be inaccurate or incomplete or cannot be verified, the consumer reporting agency shall-(i)promptly delete that item of information from the file of the consumer, or modify that item of information, as appropriate, based on the results of the reinvestigation; and ii)promptly notify the furnisher of that information that the information has been modified or deleted from the file of the consumer.Business Response
Date: 04/11/2025
We thank you for notifying us of this issue. A review of
the details provided indicates there is a discrepancy between our system, the
credit bureau file, and the credit reporting agencies, resulting in the
inaccuracy on your credit bureau report. We note that you have formally
disputed the reporting error directly with the credit reporting agencies and
the corrections have been submitted by us. At this time, we have
initiated a formal inquiry with the credit reporting agencies to identify the
source of this particular issue to facilitate a resolution.Customer Answer
Date: 04/11/2025
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, reasons for rejection are included below.
This account was charged off on the following date December 2022 Since then the account has repeatedly been updated as charged off every month. This is an update in the payment history. A charged off account should NOT include an active payment history. This inaccurate information falsely manipulates the statute of limitations.You failed to investigate this account properly and your neglect has violated my rights. I am demanding a deletion of the following account: KEMBA CREDIT UNION ACCOUNT NUMBER : ******XXXXX Under 15 U.S. Code 1681e (b)Accuracy of report Whenever a consumer reporting agency prepares a consumer report, it shall follow reasonable procedures to assure the maximum possible accuracy of the information concerning the individual about whom the report relates. 15 U.S. Code 1681i (5)Treatment of inaccurate or unverifiable information(A)In general if, after any reinvestigation under paragraph (1) of any information disputed by a consumer, an item of the information is found to be inaccurate or incomplete or cannot be verified, the consumer reporting agency shall-(i)promptly delete that item of information from the file of the consumer, or modify that item of information, as appropriate, based on the results of the reinvestigation; and ii)promptly notify the furnisher of that information that the information has been modified or deleted from the file of the consumer.
Regards,
***** *******
Initial Complaint
Date:04/06/2025
Type: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 called ahead of the maturity date (1/18/25) on my IRAs. When I finally was able to actually talk to someone in the IRA department they renewed both certificates for the date of 6/28/26 instead of 6/18 /26. I want to know if this is even legal and also where was my money when it was not in a cd??Business Response
Date: 04/08/2025
After receiving the information and investigating the details, we
have confirmed that *** ******* contacted us within the appropriate time frame
to provide instructions on how to handle her funds at maturity. However,
the agent who processed the request did not correctly record the necessary
notes.
We have since adjusted the maturity date of the certificate and
credited the account interest due for the 10-day period. This information
has been communicated to *** *******, and we believe this issue is now
resolved.Customer Answer
Date: 04/08/2025
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:03/04/2025
Type: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.
Contacted Kemba to apply for an account and provided all the needed documents. The representative, Kris, told me it was approved and that Kemba would be charging my provided card the opening amount, sending me documents via email as well as mailing them. This took place on February 7th.
February 12, I messaged Kris via their account status platform to inquire about the status because I’d yet to see my card charged or any emails from Kemba as promised. I did not receive an answer to this inquiry.
I waited until February 25, giving them ample time to respond to no avail. They still did not respond to my inquiry not open the checking account as previously stated.
Today is MARCH 4th! Kemba has still NOT responded to nor sent any information regarding the opening of the account, despite their representative assuring me of such on February 7.
I need to know what is going on with this account and if you plan on opening it and sending my documents and card as previously discussed, as this is already very poor customer service!
My mother is a long time Kemba customer and referred me. However, this encounter does not seem to be the experience a first time cucumber should be having or any customer for that matter.Business Response
Date: 03/06/2025
Thank you for
informing us about your complaint. We appreciate the opportunity to rectify the
issue with our service, as it does not align with our standards for member
service. Upon review, we identified that our procedures for online account
communication require improvement. We have now completed processing your
account. Thank you for allowing us the opportunity to resolve this matter.Initial Complaint
Date:09/14/2024
Type: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.
Contacted Kemba Fon Saturday for i needed to sign on to make payments due the next day (Sunday) They changed their platform... so i have received many emails regarding this.... after an hour and a half wait on Saturday. They changed it for the worse! I was able to reach someone and sign in. After thinking everything was good. I tried to sign in again later that day and I could not sign in! I tried to reset the password again. But it did not recognize my credientials! by this time they were closed!They seem to be having major issues with ... Everything!. Now my payment (only late payment) Will be .... Late!!!!!!!Business Response
Date: 09/20/2024
We apologize for any challenges you may have experienced in
accessing the digital banking platform over the weekend. We did attempt
to contact you but were unable to leave a message. A review of the
digital banking records indicate that you were able to access the account to
facilitate the transactions in question without charge or being considered
delinquent. Thank you for your inquiry and continued membership.Initial Complaint
Date:06/24/2024
Type: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 had a vehicle financed through Kemba credit union. I called to let them know I was paying off and needed a payoff amount.
They sent to me, and when I tried to pay online it wouldn’t go through. I called again, and the associate explained that they can’t take that large of a payment online.
I then asked for wiring instructions because I’m not able to drive at the moment due to health issues. He gave me a number to Michelle N***, and said I had no choice but to go to a branch. Again, I explained I can’t right now.
I called with no answer. She did email me, and I explained the situation. She emailed back and said I had to go to a branch , which I explained I couldn’t get to.
I called and left her a voicemail on 6/14.
Since the issue still wasn’t resolved I signed on line just to make a payment since they’ve made it extremely difficult for me to pay off the car. I received an error and a message that they aren’t accepting payments at the moment. I assumed it was an online error , therefore I called Michelle again.
She did answer this time and let me know the vehicle was being repossessed. I’m completely confused and blind sided by this news. I explained that I had no idea this would happen as I have communicated my issue the entire time.
Her response was that they have given me ample time to resolve and the vehicle would now be repossessed. I let her know my bank account was on a hold for fraudulent activity as of today so I couldn’t make any payment until I resolve the issue, but I need to pay off.
She was extremely rude , cut me off and said we gave you plenty of notice, I’ll transfer you to my repossession department, and hung up.
This behavior from the credit union and Ms. n*** is completely inexcusable and makes paying off a vehicle nearly impossible for someone with a disability. In a time of need they made a bad situation worse, and caused more damage and stress. They failed on their promise and mission to me as a customer.Business Response
Date: 06/24/2024
We have spoken with the member and apologized for the inconvenience. The member is satisfied with our actions and response.Initial Complaint
Date:05/29/2024
Type: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 PAID A CAR LOAN OFF 4/1/2024. ON 5/9/24 I HAD STILL NOT RECEIVED MY TITLE IN THE MAIL AND PHONED THEM. THEY OFFERED NO EXPLANIATION FOR THE DELAY AND CONFIRMED IT HAD NOT BEEN MAILED. ON 5/29/24 I HAD STILL NOT RECEIVED THE TITLE AND HAD TO PHONE THEM AGAIN. I WAS ADVISED IT WAS MAILED 5/14/24 AND THAT I SHOULD HAVE RECEIVED IT. THEY ADVISED ME THEY COULD NOT REISSUE AND I WOULD HAVE TO GO TO THE BMV AND PAY FOR A REPLACEMENT. I DO NOT FELL THIS IS MY RESPONSIBILTY. HOW DO I KNOW IT WAS EVEN MAILED? THEY DON'T HAVE A RECEIPT TO PROVE IT WAS MAILED. I EXPECTED COMPENSATED FOR MY TIME, TROUBLE, AND OUT OF POCKET EXPENSE IF I HAVE TO GO THE THE BMV. THIS SHOULD HAVE BEEN SENT RETURN RECEIPT!Business Response
Date: 05/30/2024
We spoke with the member today and confirmed that they are in receipt of the title. We ensured the member that they would not incur any costs or charges.
We apologize for the inconvenience.
Customer Answer
Date: 06/03/2024
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:04/19/2024
Type: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 am a 68 year old disabled man on a fixed income. If I wasn’t lucky, Kemba would’ve collected 14.2% interest on an extra $1,500 for almost five years. And Mira Auto Sales of Cincinnati would’ve gotten $7,995, the full advertised price of the car plus a $1,500 deposit. Mira is closed but alive. See below please.
Complaint:
Kemba approved my loan for $1,500 above the actual price of the car in question. I spoke to **** at Kemba; she told me the particulars of the loan. Kemba knew the price of the car; the value of the car and they required $3000 down payment.
As far as Kemba knew, unless they knew what Mira was doing, the loan should have been for $4,995 plus taxes etc not $9,446.Kemba’s accounting dept. never questioned why the numbers did not reflect its $3,000 required down payment; they just approved the loan.
Nor did it question why Mira submitted a second loan request without my knowledge for $1,600 less at $7,846 for the same car.Kemba not only approved the $9,446 loan under these suspicious conditions; it falsely claims I cancelled an approved loan for $9,446* **** said it was automatically canceled because Mira Auto Sales of Cincinnati failed to include part of my income.
I tried to get copies of all related documents connected to this issue but Mr. ******** refused. He just falsely claims I canceled the approved loan. I can prove his claim is false; and am prepared to do so.
Note:
**Mira of Cincinnati recently closed but is still alive under Mira Auto Sales East. The same incorporators; the same owners.**Business Response
Date: 04/29/2024
Dear Mr. *********
Thank you for allowing us the opportunity to respond to this
inquiry. There seems to be a misunderstanding between you
and Mira Auto Sales regarding your proposed used auto purchase. As previously
indicated to you via email and phone calls, we indicated that you would need to
contact Mira Auto Sales to discuss your experience and proposed purchase.
According to the Secretary of State and website, the business is still open and
active.
As we were not privy to the conversations between you and
Mira Auto Sales, we cannot comment on the specifics of your negotiations or
information differences indicated in the electronic loan requests submitted for
your purchase. When an electronic loan request is submitted, limited
information is exchanged between the dealership and the financial
institution. The financial institution may not receive complete physical
documentation regarding a loan request for loans that are not disbursed.
We note that the cash price and stated income information was not consistent
between the loan submissions for your purchase. Ultimately, by contacting
Mira Auto Sales, you will be able to obtain copies of your paperwork pertaining
to this inquiry. Upon prior arrangement and proper identification,
we can also provide you with the information obtained by our office.
In summary, we do believe this
is a misunderstanding between you and Mira Auto Sales. If there are
concerns regarding the purchase and financing information submitted, we contend
that you are best served by contacting Mira Auto Sales directly.
We thank you for the
opportunity to respond to your inquiry.Customer Answer
Date: 05/03/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.Kemba has contacted me, they have agreed to provide the documents but have not addressed the issue of approving an inflated loan, response is not resolved to my satisfaction.
To be fair to Kemba, they have contacted me and we are supposed to have a meeting on Thursday of next week (5/9) to obtain the documents and I intend to discuss my additional concerns.
Regards,
***** ********
Initial Complaint
Date:04/04/2024
Type: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.
In late November I used our Kemba Credit card to pay for a **** for vacation. By January we had not gotten a bill, so ****** called Kemba and told them he had not gotten billed. The rep explained there had been a billing problem and no bills had went out yet. ****** said he didn't want to be late with his payment and paid the full amount of $1947.20 out of his checking account and got a ref#. He asked if there would be any late payment etc. The rep said no considering it was there error. We heard nothing from Kemba and made no other charges. On April 4th we got not a bill but a past due notice stating $10 is now due, and could be paid by phone or online. When we called Kemba they said we owed interest charge of $22+, we explained we had not been billed and paid by phone the full amount owed. ****** has been with the credit union for approx. 26 years, had loans, credit cards and savings account, never missed a payment. A lady named Porsha said the minute we used their credit card they start adding up interest. I told her I had used the card many times over the years and never paid interest unless the total was not made by the time the bill was due and we had been with the company for several years. We are seniors, ****** is a veteran and handicapped can't you wave this fee. She didn't want me to talk, she kept interrupting me and saying we owed this bill and should have paid it on line. I told her we have never paid a bill online. I pay by phone or at the credit union. I ended up letting her take the $22 out of my savings account. She did not give me a reference number or anything. I feel Kemba took advantage of a couple of seniors and with our extensive credit with them the could have least tried to work out a solution.Business Response
Date: 04/11/2024
We appreciate the opportunity to respond to this complaint and
resolve the service concerns that you experienced in obtaining assistance with
your credit card account. Upon receipt of your complaint, we launched an
internal review of our service touch points and found that we did not provide
you with accurate information, thus causing interest to be charged on your
account. This has been remedied and the interest charged on your credit
card account has been removed. We also understand that you have spoken
with a team member regarding the situation in greater detail and the service
concerns have been satisfactorily resolved.
Once
again, we thank you for calling attention to your service concerns and invite
you to contact us directly if we can be of further assistance.Customer Answer
Date: 04/17/2024
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,
****** ***** *** ******* ******
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