Complaints
This profile includes complaints for OnPoint Community Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 51 total complaints in the last 3 years.
- 19 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:12/31/2023
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 got a checking account for my daughter and I was on account my daughter was scammed on line and on point allowed $4000.00 in checks be cash through account without my knowledge my daughter is a minor and no activity had ever been done like that. the bank allowed these checks to be cashed without waiting 24hrs prior to cashing them yet alone 5 days?! I my banking with other financial establishments I have not witnessed such a late response to allowing checks digitally to be cashed through account especially not notifying me cause my daughter is a minor. When the checks came back as fraudulent my daughters college savings account was deducted the $4000.00 I feel that red flags should of shown from the beginning.
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.Initial Complaint
Date:12/23/2023
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 was offered a skip a payment for my upcoming car payment through On Point Credit Union in ****** in November. I did everything required to set up a skipped payment several weeks ahead of time.On Point wrongfully took the payment I skipped right before Christmas and told me they would not refund the money until after Christmas when an employee said I would have the money back in my account on Friday December 22. On the following day, Saturday the same institution said I never did set up the skip a payment and would not refund me the money the day before Christmas and would not refund it until after Christmas. All the bills I paid bounced and now I have zero money for my son's birthday on Christmas Eve and Christmas. On Point Credit Union is despicable and the absolute worst as this is the third time this has happened. They will steal from you, tell you it's your fault, and to deal with it. They will charge fees but what about my time?? Apparently it has ZERO VALUE. Hours on the phone, traveling all the way into town to resolve this, etc?? Absolute total fail by On Point as a trustworthy financial institution. It sickens me.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:10/23/2023
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 have dealt with multiple instances where On Point CCU has mishandled my money. They've lost money that they say, "We don't know where it went." They've also not paid the secondary company that handles Bill ****Business Response
Date: 11/02/2023
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:10/10/2023
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.
**** denied my direct deposit that has already been deposited once before. Now they are holding my money until they figure out there problem?Business Response
Date: 10/20/2023
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:09/18/2023
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.
On August 7th, 2023 I noticed several transactions from my checking account that I did not authorize, to a place called "optix medical". There were five charges dating back to May 3rd: two charges on that date, one for ***** and one for ******. Another charge on May 30th for ******, one on June 30th for ******, and one for July 30th for ******. (Total charges: $539.95.)I called on that date (8/7) and disputed. I was told I likely could not get back the charges that were older than 60 days, although given that it was all to the same company it was a small possibility. I was at least hoping to get back the charge that was only a week old, from the 30th of July, and maybe the one from June which was also less than 60 days from the time of my call. The operator I first spoke to made it sound as though filing a police report would not be necessary and indeed perhaps a waste of time. I never heard back from them. When I called back after ten business days had gone by, I was told they sent a letter. (Never received.) They would not be giving me back anything, because it was my fault for not having noticed the charges sooner. Nothing, even the charge that was brand-new. Is it their policy that if someone steals from you and you do not notice in time, the thief can keep stealing in perpetuty? I went to the branch and asked for a copy of what was used to make the determination. It consisted only of a record of the phone call I initially made. I must conclude that they did zero research at all into the matter.I still do not know who "optix medical" is and cannot find anything on ********* although curiously ****** search autofill suggests I am not the first person to be asking what the mysterious charges are. I'd just like that last charge back. I'll eat the rest, I should have kept a closer eye. But at least give me the final $******.Business Response
Date: 09/22/2023
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:09/17/2023
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've been stolen from I need help I don't know what to do on point authorized these transactions you guys are supposed to protect me from this and you did notBusiness Response
Date: 09/22/2023
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: 09/30/2023
Hi my satisfaction with the company's response was horrible. Absolutely horrible. I've been discriminated against and seriously violatedCustomer Answer
Date: 09/30/2023
Why is it taking so long to dispute thisBusiness Response
Date: 10/06/2023
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 (multiple times) to discuss the steps to resolution.Initial Complaint
Date:08/15/2023
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.
On ****, On Point let a business, ************************* take 189$ out of my account without my authorization and with me only having 30$ in my account. I had a week before ordered than cancelled some products with **. I went to an On point branch 2 weeks or so to file a dispute. That is when I found out my previous charges and refunds that had happened with ************************* approximately on 7-7 on my bank statement disappeared for ? reason or by who did it. The branch manager seemed surprised by it also. I just got letter saying my dispute was denied, but they gave no explanation for what happened. If I tried to take 189$ out of ATM and only had 30$, they wouldn't give me the 189$. On Point did not answer to what or why. I did not authorize a charge on that date and I don't think I'm liable for it. Thank you.Business Response
Date: 08/25/2023
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: 10/06/2023
I don't care about any privacy, that's just an excuse for them. Tell on point this just ****** me off and now I'm going to make an issue if it with the ** association
Business Response
Date: 10/06/2023
We cannot discuss non-public personal information through any avenue that makes responses and information public, due to privacy laws. We have already reached out to the individual and provided steps for potential resolution. Please contact OnPoint Community Credit Union directly if there are further concerns.Initial Complaint
Date:08/03/2023
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 purchased new homeowners insurance so ******************* refunded $492 of unused insurance premium back to my OnPoint Credit card number ending in **** that was closed. New OnPoint Credit card was issued but OnPoint did not credit my new credit card with the $492 refund. I called OnPoint credit & after an hour they did not know how to fix it. On point told me they would call me back but they never did.Business Response
Date: 08/14/2023
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 our member directly to discuss any resolution once our investigation has concluded.Initial Complaint
Date:07/18/2023
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.
OnPoint CU offers a skip pay program which allows you to skip a loan payment for a small fee. I signed up to have my July auto payment skipped. I even called the customer ********************** line a few weeks prior just to ensure it would be skipped so I can budget accordingly. So you can imagine my surprise and anger when I check my bank account and see the payment HAS been taken out. (7/17/23). I called them immediately and was told a rush request would be put in to reverse the charge. When later yesterday afternoon I still didnt see the funds I called back and was then told it would be ***** hours to see the money back and any resulting overdraft fees arent their problem. This morning I check my account again and still dont have the money back and now my bank account is overdrawn. I not only want my skip pay executed as advertised but Id like the skip pay fee refunded as well as be reimbursed for any overdraft fees from my checking account.Business Response
Date: 07/19/2023
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 our member directly to discuss any resolution.Initial Complaint
Date:07/12/2023
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.
5 years ago I removed *************************** from my bank account. She met with me at a local branch in ************* to make this happen. The bank employee instructed ** that *************************** was removed from the account and could no longer access funds. On July 10th 2023 ***************************, despite being removed from my account, was able to access and transfer funds of $510 from my account. I called the bank to verify how this could have happened and was hung up on.Business Response
Date: 07/18/2023
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 our member directly to discuss any resolution.
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