Complaints

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

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OnPoint Community Credit Union has 30 locations, listed below.

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• 

  OnPoint Community Credit Union

  PO Box 3750 Portland, OR 97208-3750

  
• 

  OnPoint Community Credit Union

  207 Coburg Rd Ste 101 Eugene, OR 97401-5601

  
• 

  OnPoint Community Credit Union

  2430 NE McDonald Ln McMinnville, OR 97128-2226

  
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  OnPoint Community Credit Union

  14733 SW Teal Blvd Aloha, OR 97007-8109

  
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  OnPoint Community Credit Union

  9730 SE Washington St Portland, OR 97216-8403

  

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:05/06/2024

  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.

  We got behind on our mortgage payments to OnPoint, and they sent out a final demand letter. When I tried to make *****'s mortgage payment, I was told it was only a partial payment and they would not accept less than the amount due to stop foreclosure proceedings. The amount was more than $5,000, which we weren't able to pay.We received help from the **** who were told to send a check directly by mail to OnPoint, rather than give us the check to pay at our local branch. I thought it would be faster if it went directly to OnPoint. However, as of today, six days later, OnPoint's collections department claims not to have received the check, and that they will require ten days upon receipt to process. That will be well after the deadline they set to start proceedings. They have not offered to forbear, despite the fact they spoke directly with the representative from Human Services and asked for the check to be sent through the mail, knowing they would also require two business weeks to process, as well.

  

  Business Response

  Date: 05/09/2024

  We value the privacy of our members, and for that reason, we cannot provide the details of our investigation and response to this complaint. We will reach out to the individual directly to discuss any resolution.

• Initial Complaint

  Date:05/06/2024

  Type:Service or Repair 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 have attempted on multiple occasions both by phone and in person at the local branch to ask for debt relief assistance, employment loss protection consideration, or some other solution to minimize the damage they are causing to my credit report. All I am told is that all of their loan products offer this except for the payday loan advance. Last person I spoke with, ****, wasn't helpful at all. Seems like they just want to kick you while your down with no support to actually help individuals with well intentions of making an effort on making arrangements for an extension to get back on their feet without damage to their credit report. They are the only ones when many other banks have things in place. I would like to speak to upper management regarding a suggestion or recommendation.

  

  Business Response

  Date: 05/09/2024

  We value the privacy of our members, and for that reason, we cannot provide the details of our investigation and response to this complaint. We will reach out to the individual directly to discuss any resolution.

• Initial Complaint

  Date:04/22/2024

  Type:Sales and Advertising 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 had with a local branch earlier. I would like to speak with someone in regards to this matter.

  

  Business Response

  Date: 04/23/2024

  In order for OnPoint to assist with concerns, please provide specific details regarding your experience. Otherwise, if you wish to speak to someone at OnPoint, you may contact us at ************ or by visiting one of our conveniently located branches in ****** or ********************.

• Initial Complaint

  Date:03/16/2024

  Type:Service or Repair 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.

  My son had an account attached to mine and had fraudulent activity where someone wrote a check for $2500, deposited it then withdrew $300. Somehow this criminal had my son's debit card and PIN number. ********************** stated that my son likely was "paid off" to give the criminal his debit card and pin and that we were responsible for the $300 that was withdrawn. When we first noticed the activity at Christmas time we called right away - the person on the phone would not let me talk to them and insisted on having my son - A MINOR- answer a bunch of questions without me explaining to him what some of the questions meant. He didn't really know how to answer most of them. When I went to the branch in person the manager just kept saying how it was my son's fault. Criminals are very smart and have ways of figuring out PIN numbers. ********************** then withdrew $300 from my savings with no notice - no phone call, no email, no written correspondence. They are bullies and do not support their community members. They made me feel like a criminal and that my son and I were responsible for the fraud AND had the nerve to say "you're lucky it wasn't THOUSANDS of dollars!" A bank should have an immediate alert if there is unusual activity on an account like this. NO ALERT. NO HEADS UP. NOTHING except accusations that MY SON was in on this crime. UNACCEPTABLE.

  

  Business Response

  Date: 03/27/2024

  We value the privacy of our members, and for that reason, we cannot provide the details of our investigation and response to this complaint. We will reach out to the individual directly to discuss any resolution.

• Initial Complaint

  Date:03/12/2024

  Type:Service or Repair 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 had an account with ********************** for many years and only had 1 major issue of discrimination that was resolved after a year this last issue is much worse. It started with my friend asking me to deposit her work check because she didn't have an account and I've done it before for her. With no issues. After a week I'm getting calls from the fraud department saying I need to come verify who I am due to suspicious activity on my account. I was still sick with COVID so after talking to them and hearing all the transactions that my friend was able to do on my account within a few days is outrageous and concerning she had access to my savings account she sent her son money in prison made a ton of transfers deposits withdrawals. I immediately got in contact with her have messages from her admitting she did it I told the bank to please get the security footage of her doing it I gave them proof of her messages I gave them copies of the messages even had an employee write a letter to the fraud department on my behalf to appeal the transactions which they still denied. I've went in multiple times I've tried talking to a supervisor but always get hung up on now they sent me to collections and I can't dispute it because they won't provide who the collection agency is. This is not fair that I'm being held responsible for something I didn't do and not only that but my personal information was exposed their security management is not what they promise it to be she should have never been able to make over ***** dollars worth of faulty transactions. My account should have been locked on the first suspicious transaction not letting it go on for days. If my account was closed because they allowed someone to do a lot of fraud on my account I feel they should be liable as well.

  

  Business Response

  Date: 03/22/2024

  We value the privacy of our members, and for that reason, we cannot provide the details of our investigation and response to this complaint. We will reach out to the individual directly to discuss any resolution.

  Customer Answer

  Date: 03/22/2024

   
  Complaint: 21421840
  
  I am rejecting this response because: They already made a decision by closing my account sending me to collections and not responding to my multiple attempts via phone and in person attempts. This issue can be resolved without personal information being compromised. Even then they allowed my personal information to be used to make thousands of dollars in fraudulent transactions. They don't have an answer or resolution nor any communication. They won't reach out to me but they make it sound good
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 03/27/2024

  Because responses can be made public, and we at OnPoint take information security very seriously, we cannot provide any specific information regarding our investigation or response to the complaint due to consumer privacy laws. We have sent a response directly to the individual via mail.

  Customer Answer

  Date: 03/27/2024

   
  Complaint: 21421840
  
  I am rejecting this response because: I still have not received any mail they claimed to have sent. Also they can provide a response without posting private information. They choose not to probably because they don't have an answer for the unfair actions and bad business they did. By saying they sent a letter that's only to make themselves look good but this has been an issue for many months without explanation. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 04/08/2024

  Response letter attached. *************************** should receive a physical copy in the mail with 7 - 10 business days of the letter date.

  Customer Answer

  Date: 04/08/2024

   
  Complaint: 21421840
  
  I am rejecting this response because: that out standing balance you speak of is not mine. If you did do an investigation you would know that was not me who made any of those transactions, deposits, transfers ect. There are lots of video footage proving it was not me. The woman who did it just got arrested for over 25 identity theft cases 11 fraudulent use of credit cards, computer crimes. The list goes on. I have proof that she admits to doing it without my permission. I don't understand how you can say the decision is unchanged and final. That is not fair to do to an innocent person who was always a good costumer. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/08/2024

  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.

  I was unfortunately the victim of a fraud/scam monetary loss on 2/7/24. It's devastating and I felt incredibly violated. I turned to my credit union for help. I went to the Beaverton branch and requested to speak with the branch manager as I was told to do. They pawned me off to the assistant *******. After filing a police report with law enforcement and being told that regardless of how it was done, it was still fraud and hopefully my credit union would assist as I had been a member for 35 years, I called customer **********************. They made me speak with ***,The branch manager of the Hillsboro location where the fraud occurred. He was dismissive as well. I requested to go up the chain. He said the regional manager, ****, was in a mtg but he would have him call me. At 519pm I get a call from *** He said *** asked him to call me as a favor. I found out that ** is the branch manager for the Beaverton location NOT a regional manager. Any idea what it feels like to be stolen scammed, violated and then have people you trust, lie to you and violate you all over again? This needs to be rectified and it needs to be rectified from someone at the top of the chain at OnPoint. Preferably the **** As long as the *** doesn't lack honesty, integrity and professionalism like his employees clearly do. I'm done being lied to, especially by those holding onto my money, completely unacceptable.

  

  Business Response

  Date: 02/13/2024

  We value the privacy of our members, and for that reason, we cannot provide the details of our investigation and response to this complaint. We have reached out to the individual directly to discuss any resolution.

  Customer Answer

  Date: 02/13/2024

   
  Complaint: 21263803
  
  I am rejecting this response because:
  While I did speak to the regional manager, ****, I had to jump through hoops to do so.  He was dismissive as well and after 35 years I was informed I'm not a valued customer of **********************.  He also had the audacity to claim he knew how I felt or kind of how I felt because a family member of his had been scammed.  No sir, unless you have been directly scammed and violated like that, you have no clue what it feels like and to say that was incredibly diminishing.  That's like telling someone whose been sexually assaulted you know how they feel, without ever being sexually assaulted.  Sometimes you should just keep your mouth shut.  I hold zero respect for management at OnPoint, zero.  They refuse to take accountability for their actions/inaction and their branch managers are dishonest.  I will be taking my account elsewhere.  
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:01/07/2024

  Type:Service or Repair 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.

  Ive been depositing check with the same amount from the same business for years. Suddenly, my account shows $500 less than what I deposited on this account for no reason for the past 3 days. *** sent two secure messages on the app with not a single reply. Their hold times have been over an hour last time I called and I dont have the time to sit on hold for them to fix their mistake. If these issues keep occurring, Ill have to switch banks.

  

  Business Response

  Date: 01/10/2024

  We value the privacy of our members, and for that reason, we cannot provide the details of our investigation and response to this complaint. We will reach out to the individual directly to discuss any resolution.

  Customer Answer

  Date: 01/10/2024

   
  Complaint: 21106889
  
  I am rejecting this response because:

  Business response was a baseless excuse with previous discussion of associate at OnPoint regarding their uptick in fraud from deposits. Ive been a member for years and have regularly made electronic deposits from online checks received from a contracted employer from the same account. I have never had any overdrafts or flagged transactions, yet *********** are being held regardless of deposit type when online deposits are made over $1500 for 2-4 business days, as stated from their associate. If this will continue going forward and this is still their policy on all electronic deposits, I will no longer be a member of this banking institution.

  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 01/22/2024

  We have attempted to reach ********************* directly to discuss the matter and resolve this complaint, but have not received a response. Due to privacy laws we cannot provide any information in a public forum, such as this. We would ask that ***** contact us directly to resolve this complaint.

• Initial Complaint

  Date:01/04/2024

  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.

  My account has been broken into several times, when I talk to someone there they tell me what I should do, I do it and I have never been reimbursed for any of the disputed. I put in a lot of time in the information I submitted and they didn't even look at it, denied me the same day. My losses now are well over $5000. Now I have more unknown charges and they are telling me if I dispute any thing any time, I will not be giving any checks or a ATM card, also they won't let me do anything online so I can keep track of my account. I have been trying to contact a supervisor to explain and help me but nobody will help me. I have direct deposit from SSI and don't know how to go to another company.

  

  Business Response

  Date: 01/12/2024

  We value the privacy of our members, and for that reason, we cannot provide the details of our investigation and response to this complaint. We will reach out to the individual directly to discuss any resolution.

• Initial Complaint

  Date:01/04/2024

  Type:Order 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.

  I closed my checking account with *********** I left about $1700 in the bank, per their agreement they would send a cashiers check to me for the remaining amount. I received the check and deposited into OnPoint federal credit union. The check was denied and a $15 was assessed for the check. I inquired as to why. ONpoint said the check was not funded. I brought up to chase and they wouldnt issue another check for 90 days buy they would do was cash the check if I visited one of their offices (neareast is 3 hours drive away). I then asked OnPoint what I could do to confirm to them the check was funded. they only said to refer to the check's originator and that they didnt have much beyond that. I travelled to a chase and cashed the check. I brought up my issue with the teller and they asked if I'd like to escalate the issue. I agreed but i didnt do anything beyond that at the time and havent heard from chase since.

  

  Business Response

  Date: 01/10/2024

  We value the privacy of our members, and for that reason, we cannot provide the details of our investigation and response to this complaint. We will reach out to the individual directly to discuss any resolution.

  Customer Answer

  Date: 01/17/2024

  completed. Resolution reached full amount returned to me

• Initial Complaint

  Date:01/03/2024

  Type:Sales and Advertising 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 have had several issues with this account and would like to speak with someone immediately.

  

  Business Response

  Date: 01/10/2024

  The complaint submitted lacks any details which would allow OnPoint to conduct a reasonable investigation. We would ask that the complainant contact OnPoint directly at ************ to speak to one of our representatives or visit one of our conveniently located branches within ****** and Southwest Washington.