Complaints

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

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  NET Federal Credit Union

  119 Mulberry St Scranton, PA 18503-1207

  
• 

  NET Federal Credit Union

  900 S Main St Taylor, PA 18517-2102

  
• 

  NET Federal Credit Union

  1444 E Lackawanna St Ste 1 Olyphant, PA 18447-2174

  

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:10/30/2023

  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 am very disappointed in the way net credit banking accounts work; I am looking to move on to another bank. I had made a payment on 10/26/2023 for the amount of $1,876.78 for my rent payment the bank rep on the phone said when I made the payment that day, I didn't have enough in my account to cover the payment which is false I had the full amount and processed my rent payment that day. Now today 10/30/2023 they said my rent payment was returned and also charged me a fee for the check being returned. I am so disappointed because this is not the first time, I had a negative experience. I am in the process of being kicked out for a payment I made on 10/26/2023 now the bank returned poor banking experience. all the purchases I made was after the 26th of this month the rent payment should have gone through and been paid. I no longer trust this bank with my money.

  

  Business Response

  Date: 11/30/2023

  ****************** called the Credit Union on 10/27/23 and 10/30/23 to inquire about her balance.  She was provided with the balance in her account at that moment.  It has been our experience that members call for balances not realizing that they conducted other transactions that were not yet presented to the Credit Union.  We can only report information that is currently available to us.  It is our member's responsibility to keep track of their own balances.

• Initial Complaint

  Date:06/01/2023

  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.

  5/29/2023 I was not contacted that my overdraft protection was revoked due to my address change. I moved into a new apartment, I went into the bank and updated my address a month before. still today my address was flagged 5/29/2023 after speaking to a bank representative she stated that everything would be fixed by the morning. I called this morning 6/1/2023 and spoke to another bank teller who stated that the overdraft protection was still flagged because of the address change, and she would make changes to fix my account 6/1/2023 I keep going through the same issue with this bank and the bank teller lying to me about my account I am not happy with the bank and the way my account has been handled. Tried to use my overdraft protection due to an emergency and wasn't able.

  

  Business Response

  Date: 06/06/2023

  The Credit Union's Director of Member Experience was able to speak with the member via telephone on 6/2/23.  During the conversations, they addressed her concerns and granted a credit of fees assessed.  The member was pleased with the contact and the resolution.  No further actions is required.

  Thank you.

• Initial Complaint

  Date:03/30/2023

  Type:Order 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.

  In March of 2023, I was reviewing my credit file & came across numerous collection which I did not recognize, know existed or authorize. I contacted the companies to inform them of the issue. They instructed me to file a complaint with bbb.org & credit an bbb complaint report for their records. The following information listed is inaccurate & opened due to identity theft. Please see the following information is blocked from my credit report as I did not benefit or received any goods or services from these account. Here is the list of information I need to removed from my credit report: Fraudulent collection: NET CREDIT *************** Date Opened: 07/2019 Balance: $0. Please remove the following information from my file.

  

  Business Response

  Date: 04/26/2023

  We have conducted a thorough review of our records and cannot find any account relationship for ****************** with NET Federal Credit Union in Scranton, PA.  Also, the account number referenced is not our account number and the format of the account number does not match that of our system.

• Initial Complaint

  Date:11/02/2022

  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.

  On the NET website, they advertise that they will match or beat a rate from a competitor. They did not match or beat a rate that I was offered at a dealership. ****************************************************************************************

  

  Business Response

  Date: 12/06/2022

  Our website advertises that we "may" match or beat your rate, not "will". We did not have valid proof that the complainant was actually receiving the rate he was quoted from a competitor. We offered the complainant a discounted rate that was competitive. The complainant has not taken our offer, and to the best of our understanding, did not take the offer from the competitor.

  Customer Answer

  Date: 12/12/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  1. Their website is misleading by saying they may match or beat a rate.  The “may” implies a one or the other in this context.  
  2. They are lying about the proof of a rate with a competitor.  I sent it to them and attached it to this response. 
  3. They made an irrelevant statement about accepting the offer.  And they lied about it too, because my existing vehicle loan was paid off by the very same dealership that I gave them the proof from.  “To the best of their knowledge” is really “just assumed and didn’t bother researching because we are trying to minimize a legitimate customer complaint”.  
  
  Note I still want to refi the loan, as I enjoy the flexibility of bi-weekly payments. 

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

  

  Business Response

  Date: 01/05/2023

  It is our understanding that this matter has been resolved with the member on 12/28/22.  

  Customer Answer

  Date: 01/25/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  While I did establish a vehicle loan with NET, they did not match the competitors rate.  I specifically asked this question when taking the loan and was again told that they would not honor the rate match policy.

  While I did take a loan from NET on my vehicle on December 28, they did not match the rate I received at the dealership.  The dealership offered 4.9% and NET said the best they can do is 5.69%.  I chose to finance with them to regain the convenience of bi-weekly automatic payments.

  NET can resolve this matter by either modifying the loan and changing the APR to 4.9% or by removing any and all statements that they will match or beat a rate from their website, mailers and any other advertisement material. 

  If they do neither, then they did not adequately address this complaint and I will not accept their resolution.

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

  

  Business Response

  Date: 03/22/2023

  We have had multiple conversations with ***********************  Unfortunately, we are at an impasse.  We gave him a discounted loan rate in an attempt to come to a mutual compromise.  Our advertising states that we MAY match or beat a rate.  ********************** did not meet the qualifications for the match or beat a rate program.  At this time, we cannot offer any different response to his complaint.  We respectfully request that the BBB close this complaint.

  Customer Answer

  Date: 03/23/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Their program states that if you bring them documented proof of being offered a rate elsewhere, they will match or beat it.  I gave them the documentation from ********** regarding the rate they were financing my loan at, and NET did not match it.  
  

  I met their lone qualification of showing them the rate.  They did not honor it.  They must either match the rate or remove the match or beat your rate advertisement from all electronic, print and broadcast advertisement.  I have attached pictures of the qualification criteria directly from their website. 

  There is no legitimate reason for this impasse.  
  
  Regards,
  
  *********************************

  Customer Answer

  Date: 04/24/2023

  You can see in the two highlights that they will match or beat a rate, with an asterisk to show terms and conditions.  Lower on the page, the terms indicate that the competitors rate must be presented. I gave them that proof and they refused to honor it.
  
  Please let me know if anything additional is needed.
  
  Thanks,
  ***************************