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Business Profile

Credit Union

Freedom Credit Union

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Credit Union.

Complaints

This profile includes complaints for Freedom Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see

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Freedom Credit Union has 2 locations, listed below.

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    Customer Complaints Summary

    • 4 total complaints in the last 3 years.
    • 2 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/26/2023

      Type:Billing Issues
      Status:
      Unanswered
      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 never signed any paperwork or took out any loans with this company. Freedom Credit need to show that I sign any document claiming that I took out a loan for $22,980.00. I have NEVER.

    • Initial Complaint

      Date:01/05/2023

      Type:Customer Service Issues
      Status:
      Answered
      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 sent an email about a Skip A Pay promotion that was running from December-January. I was approved for the promotion, yet $307 was taken from my account and my car payment was still marked late. I called first at 12:30 and Im STILL on hold at 5:46, 4 hours and 26 minutes later. I just want to speak with someone on why money was pulled from my account on the same day I got paid and why Im on hold for 4 going on 5 hours. This is terribly unprofessional and shows horrendous customer service. Who is the call center manager also to look into why my call is being placed on hold for so long.

      Business Response

      Date: 01/11/2023

      January 11, 2023

      Dear
      ********,

      We
      have reviewed ***** *******’s complaint and appreciate the opportunity to respond. 

      ***** ******* stated in her complaint that she applied for the winter Skip A Pay
      promotion for her auto loan, but that her payment was still debited from her
      checking account.  She also stated her
      payment was marked late, and that she waited on hold for an extended period of
      time trying to find out what went wrong.

      To
      be eligible to participate in the Skip A Pay promotion, a loan must be in good
      standing at the time of enrollment.  ***** *******’s enrollment for Skip A Pay did not process on 12/29/2022 because she
      had a vehicle insurance deficiency on her auto loan.  After several unsuccessful attempts to
      establish contact with ***** ****** to resolve the insurance deficiency, a
      collateral protection policy was added to her auto loan on 12/14/2022. 

      On
      1/6/2023, ***** ****** called our call center and was transferred to our Loan
      Servicing Department.  The Loan Serving
      Specialist explained why the Skip A Pay did not process on 12/29/22.  As a courtesy to our member, the Loan
      Servicing Specialist approved a Skip A Pay for ***** *******’s January
      payment.  As an additional courtesy, we waived
      the late fee assessed on 12/22/22.

      If
      you have any questions, please contact me directly at ###-###-####

      Sincerely,

      Maida E*******
      Loan Servicing Manager 

    Freedom Credit Union is NOT a BBB Accredited Business.

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