Complaints

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

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Kemba Credit Union, Inc. has 13 locations, listed below.

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• 

  Kemba Credit Union, Inc.

  8763 Union Centre Boulevard Suite 101 West Chester, OH 45069-4897

  
• 

  Kemba Credit Union, Inc.

  6230 Hamilton Ave Cincinnati, OH 45224-2009

  
• 

  Kemba Credit Union, Inc.

  5935 Merchants St Florence, KY 41042-1198

  
• 

  Kemba Credit Union, Inc.

  209 E. Forest Ave. South Lebanon, OH 45065

  
• 

  Kemba Credit Union, Inc.

  629 Vine St Cincinnati, OH 45202-2408

  

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:03/29/2024

  Type:Product 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.

  Their mobile app for card controls does not work properly. I cancelled 2 debit/credit cards 12 days ago. When you cancel a card it asks if you want a replacement..yes! I called Kemba today and they say there is no record of issuing a replacement. Now I have to wait another 7-10 days for cards. This happened to me once before and I told them the same thing , that it asks if you want a replacement , yes! The lady then expedited my card. So, I ask the lady today, it’s been almost 2 weeks something isn’t working properly. “Well I’ll reissue it will be another 7-10 days. So I asked if they will expedite because it’s been almost 2 weeks. Her answer was yes but it’s 25 per card. I gave in and said yes until she said it would still be 5-7 days. Then why waste my money?? When I had this SAME issue last time they didn’t charge and expedition was 3 days. They need to get their crap working right if they expect people to use it. That’s the whole idea right? So you don’t have to talk to a live person. Over it!

  

  Business Response

  Date: 04/02/2024

  Dear *** ***,
  
  We appreciate the opportunity to respond to this complaint
  and resolve the service issues that you experienced, as that is not in keeping
  with our member service standards.  Upon receipt of your complaint, we
  launched an internal review and found a coding error which erroneously kept
  your card from being reissued.  We have since corrected this error and
  thank you for calling attention to this issue.  At this time, our records
  indicate that your card has been reissued.  Once again, we thank you for
  calling attention to this situation and invite you to contact us directly if we
  can be of further assistance.
  
  Respectfully,

  Customer Answer

  Date: 04/03/2024

  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.
  
  
  Regards,
  
  
  
  ****** ***
  

  Customer Answer

  Date: 04/08/2024

  They didn’t address the issue about trying to charge me to expedite the cards even though they admitted there was a coding error.  After 3 weeks I have now received my cards.  You can close out the complaint.

• Initial Complaint

  Date:09/14/2023

  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.

  Have been a long time member of Kemba credit union and have been paying my auto loan through them online for almost 5 years. After experiencing a financial hardship they now treat me like I have wronged them and turned off access to my online account without notifying me first. I now have to jump through hoops just to make my loan payments. I call and the girl who answers the phone tells me the system is down she can’t make the payment so I have to call back. When I call back, I’m told the system wasn’t down the girl just didn’t know how to handle the payment. I should not be given the run around or be made to jump through hoops to repay a loan. I have other things I need to do I can’t spend all day trying to get one thing done because they want to treat me like I’m beneath them.

  

  Business Response

  Date: 09/19/2023

  Dear Ms. *********
  
  We regret that you have
  experienced difficulties in making a loan payment and obtaining access to your
  account information online.  Our research indicates that due to your
  account and membership status, you may not access your account online.  The
  information provided via online access may be misconstrued by some as an
  attempt to collect a debt.
  
  We understand that you have
  garnered the direct extension of our Member Service Support Team, who have the
  elevated access required to provide you with account information.  These
  staff members will be happy to assist you with any ongoing account inquiries
  you may have, including balances and last payments received.  In addition,
  we understand that you have been provided instructions to make loan payments
  electronically as well.  
  
  Thank you for the opportunity to
  respond to your concerns.
  

  Customer Answer

  Date: 09/20/2023

  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.
  
  
  If the issue with my online access is due to you not wanting to be accused of collecting a debt then you should be able to reinstate my online access after my bankruptcy was discharged. That is not the case as I’ve been told by multiple people that the reason for the access being removed is due to a charged off loan. The loan was not charged off it was included in my bankruptcy so that is an irrelevant topic and treating someone badly due to a financial hardship is a poor way to do business. I continue to receive emails about e statements that I can not even see because I don’t have access to my online account anymore  

  Regards,
  
  
  
  ***** ********
  
  

• Initial Complaint

  Date:07/24/2023

  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.

  I went on a road trip and came back on Friday June 23, 2023. When I attempted to use my card the next day it was locked. I called customer service and was rerouted to an automated phone systems that could not comprehend the phone commands and continued to disconnect the phone calls. I was prompted to press 1 for English and the system would not understand my response. I am upset that there is not any assistance on the weekends after hours to unlock my card. I am not able to access money and need to purchase food for my home. I will be into the bank Monday Morning to have a discussion. I should be able to access my money at anytime.

  

  Business Response

  Date: 07/24/2023

  
  Date: Mon, Jul 24, 2023 at 12:09 PM
  Subject: Complaint #********
  
  Hello *********,
  
   
  
  This email is a follow up to our conversation this morning to request a removal of the above complaint number #********. We have confirmed that the complainant is not a member of KEMBA Financial Credit Union of *******, Ohio, but a member of Kemba Credit Union of Cincinnati.
  
   
  
  We have reached out to their member who also confirmed the same.
  
   
  
  Thank you,
  
   
  
  Evelin A************
  
   
  
  Director of Member Engagement
  
  ###-###-####
  
  ###-###-#### 
  
   
  
   
  

  

  Business Response

  Date: 07/27/2023

  Dear *** ********:
  
  We regret that you were unable to obtain satisfactory assistance
  through our service provider regarding your debit card.  Our research
  indicates that your debit card was temporarily blocked due to too many failed
  PIN attempts.  As a precautionary measure, a temporary block was put into
  place to protect your account.  Reversal of a blocked card status is
  limited to certain levels of authority after proper verification of the member
  is obtained.  Unfortunately, due to the service issue, we were unable to
  authenticate your account to remove the temporary block. 
  
  A review of your account indicates that the matter was resolved
  upon speaking with a staff member and your card has been successfully used
  since you filed this experience summary. 
  
  We sincerely apologize for the frustration you sustained while
  your debit card was temporarily blocked. 
  
  Thank you for your continued membership with Kemba Credit
  Union.  

• Initial Complaint

  Date:03/02/2023

  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.

  Kemba credit union processes a payment on 2-22-23, and the account becomes overdrawn because they hold checks and electronic deposits, bounce your item and them take the money put into the account before next business day. I realize my account was overdraft before the start of business and I electronically transferred $150 into the account. They charged me a bounce fee and then immediately charge the amount of the transaction. Not to mention I had my $9,239.52 tax return entered into the account after they bounced the check. Kemba needs to be investigated because Fifth Third and US Bank had massive fraud lawsuits over these shady business practices. If Kemba is stealing money out of my account, you can believe they are doing this to others. The $150 was in the account before the opening of business. They also knew $9,239.52 was pending to go into the account and charged a bounce fee of $28 illegally by holding that deposit. This is fraud and needs to be investigated. Banks are not allowed to hold transactions to bounce checks to collect a fee to pad their pockets. I have filed a complaint with the Ohio Attorney General about illegal banking practices.
  I want my $28 refunded, but I want an investigation launched into Kemba. This is fraudulent activity by this bank to force overdraft charges when they know money is pending. This deserves a look by the Attorney General's office for fraud. Other banks in Cincinnati have been caught doing this same thing. This isn't the first time Kemba has done this to me. I am requesting the $28 be refunded and a full investigation be launched. You can clearly see the money was deposited by 8:28am before the start of business. They then immediately process the payment they bounced and keep the overdraft fee. Then they add the $9000+ check hoping I won't catch it. I didn't catch it until I reviewed my statement. This is an illegal practice of holding money from customer accounts, to charge a late fee, and hope they don't notice.

  

  Business Response

  Date: 03/07/2023

  Dear ******* ******:
  
  We regret there is confusion regarding the timing of the
  mentioned transactions posting to your account on February 22, 2023.  A
  detailed review of your account shows that these transactions were received by
  the credit union throughout the day on 2/21/2023 and 2/22/2023 and not all at
  one time.
  
  We receive transactions from a variety of sources throughout the
  day.  Specific to your complaint, an ACH file was received after 6:00 PM
  on 2/21/2023 and another ACH file was received at 3:11 AM on 2/22/2023. 
  These files included three different payment authorizations for your account,
  for posting on 2/22/2023.  Both files were processed at 7:01 AM on
  2/22/2023.  At that time, there were not enough funds to clear one of the
  items. 
  
  At 8:28 AM on 2/22/2023, you authorized, and we posted a deposit
  through your debit card.  Additionally, at 8:54 AM on 2/22/2023, we
  initiated a repost of unpaid ACH items.  During the repost and due to the
  deposit being made, there were sufficient funds for the previously unpaid item,
  and we were able to subsequently clear the item.  
  
  At 3:51 PM on 2/22/2023, we received another ACH file, with a
  settlement date of 2/23/2023.  This deposit was posted on the afternoon of
  2/22/2023.
  
  In summary, at the time the first three payment authorizations
  mentioned above were received and processed at 7:01 AM on 2/22/23, there were
  not enough funds in your account to cover all three payments.  The
  subsequent deposits mentioned in your complaint were received after these first
  three payment authorizations had already been processed.   We
  encourage you to verify that funds are in your account prior to authorizing
  transactions through other companies, as it is possible to have those items be
  presented to your account differently than what you may have intended. 

  
  We appreciate your continued membership with the Credit
  Union. 
  
  Thank you

• Initial Complaint

  Date:07/22/2022

  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.

  In 2018, I lived in **** and entered into a loan to purchase a **** **** ******. In 2019, I moved to ***** ******** and the title was transferred here. On 5/3/2022, Kemba recorded the final payment for the loan and it was closed. Just prior to that time I received the title from the State of ***** ******** and it shows the First Leinholder as Kemba Credit Union. To remove this, I need a Satisfaction of Lien from Kemba (a hard copy document). I have called Kemba on 5/3, 6/15, 7/6 and 7/15 to request this document. I am told this has to come from the Title Department, which does not have a phone number and my message will be conveyed to them. To date, I have not received this document nor any phone call to explain why I have not.

  

  Business Response

  Date: 07/30/2022

  Dear *** ********:
  
  We sincerely apologize and acknowledge there was a breakdown with
  our internal communication channels in processing your lien release requests
  for your ***** ******** title.  When your loan was paid off in May 2022,
  we identified that the title was an Electronic Title.  Generally, for out
  of state titles, we order paper copies of titles as a courtesy to our members,
  as we aren’t familiar with the title process in those states.  We order
  the paper title first, because once our lien is released, we are no longer able
  to help members obtain paper title copies.   In this case, we ordered
  a paper title for you, which was mailed and received in May. 
  Unfortunately, while we did have the title sent to you, we failed to properly
  process the lien release against the title.
  
  Upon contacting us, your case was escalated to our Director of
  Lending, who researched your situation and spoke with you on July 25,
  2022.  In that call, he obtained additional information and provided you
  with options for immediate resolution.  We appreciate your cooperation in
  providing the necessary title information so we could process and overnight
  your lien release the same day. 
  
  We sincerely apologize for the frustration you sustained as we
  erred in processing your lien releases for your ***** ******** title.  We
  have conducted an internal review of our processes and implemented updated
  protocols as a result.  Should you need further assistance with your
  account, please utilize the contact information previously provided, for
  immediate resolution.  Thank you for your patience as we resolved your
  situation.  

  Customer Answer

  Date: 08/02/2022

  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. While I am disappointed that the business took so long to resolve my complaint, I am happy that this matter is now settled.  
  
  
  
  Regards,
  
  
  
  ******* ********