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:05/04/2023
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.
April 30th, 2023 I had used Zelle as usual to sell an item to a local, and received a confirmation from zelle for the time-sensitive transaction that it will deposit the funds into my account from theirs. My bank, On Point, was doing a maintenance operation without my knowledge, despite claims, that apparently didn't just delay the transaction in a queue, as normal to other banks, but in fact cancel the transaction 30 minutes after despite the confirmation.When I called to see what the bank would do, I received a brick wall of "not my problem, I advise you to not use Zelle or ************* then". Given I am using both the Bank and Zelle to transfer funds timely and securely, and that any "internal errors" are not any user's problem nor liability nor responsibility, the bank DID NOT complete it's clearly advertised, stated, and signed purpose when I entered into a contract with them for this very service. I was denied any recompense and basically told to **** off. This is unethical, illegal, and unacceptable.
Business Response
Date: 05/10/2023
To Whom it May ********************* you for the opportunity to address Ms. ******************************************* had a planned outage of certain services between Friday April 28th and Monday May 1st. This information was shared publicly on our website, online banking platform, etc., well in advance. We apologize for any inconvenience this may have caused our members.
However, because we value the privacy of our members, and because responses to the BBB are made public, we cannot provide any details surrounding our investigation, and response to this complaint. We will reach out to the individual in the complaint to discuss any resolution if warranted.
Thank you,
OnPoint Community Credit Union
Initial Complaint
Date:02/28/2023
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 have been actively trying to pay my mortgage from a new bank. I made onpoint aware of this and used the bill pay to pay. I used my loan number and 3 times it was rejected and onpoint claiming they did not get it. I went into the branch to try and rectify and they told me to try my account number with the last 3 of the loan number at the end. I did so and they are claiming it did not go through even though the bill pay says it was paid. They claimed it could have been due to the snow storm yet threated to still report me to hurt my credit score. They said I could link ym account and send it that way, but it takes a day to process so they said they will still file it as late.Business Response
Date: 03/06/2023
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 our member directly to discuss any resolution.Customer Answer
Date: 03/06/2023
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.
Sincerely,
*********************Initial Complaint
Date:02/05/2023
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 filed a dispute with the bank and provided verification that the charge had not been received by other party. I was denied by bank and temporary credit was taken back of ******, I then again resubmitted verification from sprint saying they never received payment and bank still wont give me back my money. Its been over 30 days since the incident and 2 dispute made. I called to speak with a supervisor twice who doesnt work in that department, they wont give me any information just they receive the verification and still working on it. No time frame give or any other information. I have never had this type of experience with any other bank. Its very disappointing.Business Response
Date: 02/16/2023
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:12/19/2022
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 December 5th 2022 I noticed 6 charges on my debit card from transactions that were not made by me. a total of $251. I froze my account the same day and went and got a new debit card. The notified me I was unable to make a claim until all transactions had processed. I called in the following business day 12/6 the moment they opened and opened a for 6 of the those transactions. They then stated I would be getting a letter in the mail and they had 10 business days to resolve the issue or the money would be placed back in my account temporarily until it was resolved. I answered a series of questions (ie. have you contacted the merchant, when was the last time you used cash app etc) They read me a statement and I agreed and understood. I called in 12/19 @ 8:20AM to check on the status because I did not get anything in the mail. They rep then told me he did not see a claim for what In was referencing. I opened another claim with him and got the claim number *****. With that said, I would like the phone call history on my account to be reviewed for the claim that was originally opened on 12/6/2022 as they state phone calls are recorded for quality assurance. I would like the transactions reversed or to be contacted by the fraud departmentBusiness Response
Date: 12/22/2022
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.Customer Answer
Date: 12/22/2022
Complaint: 18609680
I am rejecting this response because:have not been contacted and expect to be.
Sincerely,
***********************Business Response
Date: 01/10/2023
We value the privacy of our members, and for that reason, we cannot provide any details regarding this complaint. We can confirm we have reached out to our member via multiple avenues.Initial Complaint
Date:10/17/2022
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 Community Credit Union attached a different person's account to mine. From the information I have been given, the account numbers were similar, and it was an accident. As this is a banking institution, I consider this to be a significant error. As a result of the connected accounts, I continue to receive credit card applications for this person delivered to my home. Their name is ********************************. It is inappropriate for me to receive opportunities to impact someone else's finances. I have discontinued my account with OnPoint, as this is their third significant error. What can be done to severe the connection with this unknown person from my credit?Business Response
Date: 10/26/2022
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.Initial Complaint
Date:09/11/2022
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.
An error was made when merging two car loan apps and my application was denied. I was angry that there were so many mistakes and the process took so long. I told the loan person that I wouldnt continue to do business with them after this showing and went to a location to withdrawal funds and close savings accounts. I specifically told the agent that I wanted the checking accounts to stay open at least three times, as there were autodebits that I did not have time to change. When I returned home my husband told me his check card wasnt working. The accounts were still active in the app and well funded so I called the after hours number for check cards. I was told the bank had reported our check cards lost and permanently deactivated them. I never reported these cards lost or stolen. I was very specific that the checking accounts were to remain active. Because it was a Saturday, and they are closed on Sundays without 24 hour customer **********************, I had no access to these funds. I believe this action was retaliatory. Someone intentionally reported our check cards as lost to deny us access to our funds over the weekend knowing we would have little recourse until Monday. So, not only do I have a negative on my credit report from their mishandling of my credit app, but I was unable to use my funds over the weekend to complete grocery shopping for my familys food needs. My child would have been without lunch on Monday if it wasnt for my access to funds outside of Onpoint. I intend to look into complaint actions against the credit union and its staff. Im also looking into obtaining legal counsel to determine if I have any legal options considering my access to my funds are being clearly obstructed by staff members with retaliatory intentions. I want my application reported as canceled, disciplinary action against the staff at the ***************** location, the person that falsely reported my cards as lost or stolen, and a public apology from Onpoint Management.Business Response
Date: 09/30/2022
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.Initial Complaint
Date:08/27/2022
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.
Banking with On Point Credit Union ****************************************************************************** 97035.Since I have been using my account in April it was suggested I get a new credit card. I did so and I have had fraudulent transactions on my account. Because On Point uses a third party ************ they are unable to help explain why unusual transactions keep showing up on my account. When I call the number on my **** they talk me in circles. I asked to close my account and now see the online interface shows my old account. number. Nobody can seems to help me or help to close my account.Business Response
Date: 08/30/2022
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:07/26/2022
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 received a loan through on point community credit Union for the purchase of a vehicle. OnPoint was coordinating the sale process with the seller, and, unbeknownst to me, the seller put the vehicle title in my name instead of OnPoints and sent the title to me. I insured the vehicle and I went to the ****** *** and registered the vehicle in ******. Approximately one month later OnPoint community credit Union contacted me, requiring the title. I promptly sent the title to OnPoint and they re-registered the title through the *** on their own and charged me $120 to fix their mistake. As I said, OnPoint was coordinating the sale, not me. I also provided OnPoint proof of my insurance, yet OnPoint sent me a notice entitled final notice dated July 15, 2022 stating that they purchased insurance on my behalf and they were charging me the premium of $860 for such insurance. Now I have to prove, yet again, that I already acquired the appropriate insurance. The reference ID on this letter is ***************. In addition, when I set up the loan, I had gone into an OnPoint branch and had told them at that time to setup automatic loan payments and I signed all their required forms, yet I later received a letter from OnPoint stating I was late on payments and my credit score subsequently dropped. None of this should have happened as I had set up automatic payments with the OnPoint rep in the OnPoint branch when I got the loan.Business Response
Date: 08/02/2022
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:07/23/2022
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 deposited a check in an atm with OnPoint credit union from an item I sold on offer up, they were questioning the validity of the check and had froze my debit card and online banking even though I have 4x the amount of the check in my account and another chunk in savings. I spoke to fraud protection regarding the issue and was told my card was again working. I went to dinner that night, my card again did not work. There is no customer ********************** to speak to with at that hour with OnPoint and I was left with a dinner **** I was unable to pay and unable to get an Uber home or the ability to rent a hotel room. I was alone and scared and very frustrated. I was being harassed by a group men which alone was terrifying because I was alone. Had I known or not been told my card was working I wouldnt have been in that situatio.Business Response
Date: 08/04/2022
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:07/22/2022
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 will not reimburse a fraudulent purchase on my account from February 2022. A credit was issued for the fraudulent purchase, then rescinded with no explanation one month later. Employees offer no explanation.Business Response
Date: 08/02/2022
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.Customer Answer
Date: 08/02/2022
Complaint: 17613545
I am rejecting this response because: OnPoint has made no effort to reach out to me via phone, email or mail.
Sincerely,
*************************Business Response
Date: 08/09/2022
Response Template (responses are made public): We value the privacy of our members, and for that reason, we cannot provide the details of our investigation and response to this complaint. However, we can confirm that attempts were made to reach out via multiple avenues and are currently awaiting response from the member.
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