Complaints
This profile includes complaints for Tennessee Valley Federal Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 26 total complaints in the last 3 years.
- 5 complaints closed in the last 12 months.
If you've experienced an issue
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:08/23/2023
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.
New app is impossible to sign into. Endless loops of failed login until "max attempts" completely lock you out. No viable support is available "after hours". One would think arrangements would be temporarily be made to those who live a non traditional schedule (3rd shift) to have help available to an app change that was forced on the business clientele.
Business Response
Date: 08/23/2023
Thank you for forwarding this complaint
regarding Tennessee Valley Federal Credit Union. Tennessee Valley Federal
Credit Union adheres to contractual and regulatory obligations with our
membership. To protect our members' privacy, we follow up directly with our
membership to discuss account and service issues that are brought to our
attention.Initial Complaint
Date:08/04/2023
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.
5/23/23 they charged 34$ courtesy pay charge when there was money still in bank.
7/16/23 They charged two 34$ courtesy pay when there was money to cover it. 7/19/23 they charged three 34$ courtesy pay charge when money was in the account.
I went in a tried to get them to fix it and ask why they did all they could say was its pending transactions. Well once I get a statement then it should reflect correctly.Business Response
Date: 08/10/2023
Thank you for forwarding this complaint
regarding Tennessee Valley Federal Credit Union. Tennessee Valley Federal
Credit Union adheres to contractual and regulatory obligations with our
membership. To protect our members' privacy, we follow up directly with our
membership to discuss account and service issues that are brought to our
attention.Initial Complaint
Date:06/01/2023
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 ordered a Christmas tree (supposedly from ****** ****) on 1/14/2023 for $89.98. This was deducted from my checking account. The company name was '****** ****". I never received the tree and emailed their customer service department on 2/14/2023. Their reply was that the tree was delivered on 2/23/2023. I did not receive the tree and contacted the shipping company who did not supply proof of delivery. I then attempted to contact the company again with no response. I filed a dispute with the Dispute Processing Center and was given case number ******** for my debit card ending in ****. I also emailed 12 pages of documentation showing the order, failure to provide proof of delivery, etc. I was informed that the case was closed and could not be reopened. Their claim was that the supplier provided "credible evidence" that the item was received. However, they would not provide me with this information. I feel the dispute processing center failed to perform their responsibilities and their lack of action should be displayed for other consumers to be made aware. My **** is issued through Tennessee Valley Federal Credit Union in Chattanooga, TN.Business Response
Date: 06/05/2023
Thank you for forwarding this complaint
regarding Tennessee Valley Federal Credit Union. Tennessee Valley Federal
Credit Union adheres to contractual and regulatory obligations with our
membership. To protect our members' privacy, we follow up directly with our
membership to discuss account and service issues that are brought to our
attention.Initial Complaint
Date:04/19/2023
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.
the IRS tried to deduct my tax return out of my checking account. Which they had the right account number.
TVFC rejected it because it was marked as a saving account, but they gave the right account number.
Why use account numbers if your not going to use them. Very poor operations and support of your customers.
We do a lot of business with the Credit Union. But not taking care of customers is not TVFCU strong hold.
John R.Business Response
Date: 04/25/2023
Thank you for forwarding this complaint regarding Tennessee Valley
Federal Credit Union. Tennessee Valley Federal Credit Union adheres to
contractual and regulatory obligations with our membership. To protect our members'
privacy, we follow up directly with our membership to discuss account and
service issues that are brought to our attention.Initial Complaint
Date:02/27/2023
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.
The ATM at the ***** Cooperation took out $80 twice and I only put my atm card in once and punched the numbers in once
The atm gave me $80 but my online bank said another $80 was “ pending “
I kept my eye on it hoping it would correct itself but another $80 plus the $2 fee came out again
I spoke to three live tellers plus the Supervisor Sara and they kept trying to tell me to call my bank ******
But how can my bank help when they do not have access to Tennessee Valley cameras or balances for ATM
They basically called me a liar after arguing 30 minutes and caused me to not have as much to eat this weekend
The Transaction happened on 2/20 2023Business Response
Date: 02/27/2023
Thank you for forwarding this complaint
regarding Tennessee Valley Federal Credit Union. Tennessee Valley Federal
Credit Union adheres to contractual and regulatory obligations with our
membership. To protect our members' privacy, we follow up directly with our
membership to discuss account and service issues that are brought to our
attention.Initial Complaint
Date:01/25/2023
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 a new car was got the GAP coverage. I have sold that car and cannot get a refund for the GAP. I have called many times, and been hung-up on, been on hold forever, and advised someone would call me back, and no one calls me back. I called within the time frame and TVA kept pushing me away and would not help get the GAP refund. I have never experienced this before, and TVA should not be allowed to do this. I requested the refund in a timely manner, and TVA is the responsible party to refund it. I will never do business with them again, and this seems to be a issue with this company. They want to say there is a 60 day window, but in that time frame, one cannot get any help, and your told someone will call you back and no one ever does, then all that want to say is well sorry...Business Response
Date: 02/08/2023
Thank you
for forwarding this complaint regarding Tennessee Valley Federal Credit Union.
Tennessee Valley Federal Credit Union adheres to contractual and regulatory
obligations with our membership. To protect our members' privacy, we follow up
directly with our membership to discuss account and service issues that are
brought to our attention.Initial Complaint
Date:01/23/2023
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.
Have been banking with TVFCU since 2017 and they are stealing people's money right out from under them. They took me off of my checking account without my knowledge or approval. When we went in to handle this matter they acted confused like they didn't know how it happened. They then told me that because my husband closed his old account that I was not even on thats why I got kicked off of my account. They are charging $34 NSF fees for absolutely nothing. We were suppose to have a checking account that no transactions could be made if the money wasn't in there but the bank allows it to come out any way and then charges us $34. Use to be a great bank. Now it time for it to close its doors if they are going to screw people over.Business Response
Date: 01/24/2023
Thank you for
forwarding this complaint regarding Tennessee Valley Federal Credit Union.
Tennessee Valley Federal Credit Union adheres to contractual and regulatory
obligations with our membership. To protect our members' privacy, we follow up
directly with our membership to discuss account and service issues that are
brought to our attention.Initial Complaint
Date:01/23/2023
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 called on 1.19.2023 for a simple deferment. As my son has medical bills piling up that I was trying to pay to avoid the unneeded payment arrangement and going into further debt. They called me today 1.20.23 and not only did they make feel terrible for asking for the deferment but the agent Tyler argued and tried to talk over me to which I hung up and asked for his supervisor and the supervisor did the same was very argumentative. Not empathetic at all did not pay attention to the notes on the account in detail and when I pointed this out he hung up on me without warning he is a supervisor and is supposed to de escalate calls not escalate calls. He also yelled and talked over me. I called back for Larry’s supervisor and got a voicemail not to my surprise. I don’t understand why this bank treats there customers like garbage but my Audi is not worth this much hassle! If this continues I’ll take the credit hit and they can come get it!Business Response
Date: 01/23/2023
Thank you for
forwarding this complaint regarding Tennessee Valley Federal Credit Union.
Tennessee Valley Federal Credit Union adheres to contractual and regulatory
obligations with our membership. To protect our members' privacy, we follow up
directly with our membership to discuss account and service issues that are
brought to our attention.Customer Answer
Date: 01/24/2023
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.Initial Complaint
Date:01/10/2023
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.
I deposited over $400 in cash into an ATM at the Tennessee Valley Federal Credit Union's Athens branch. The ATM malfunctioned and the money was neither returned or credited to my account. I called when the branch opened (this was on Saturday) and they told me there was nothing they could do before Monday. They even suggested I may have done something wrong by depositing money in the ATM. On Monday I went to the branch, only to learn they could not settle this until Tuesday. I called their customer service department and they left me on hold for 11 minutes before transferring me to a voicemail. I received no call back from them. No only have they showed no concern for their ATM keeping my money, there is no guarantee this matter will ever get resolved.Business Response
Date: 01/13/2023
Thank you for forwarding this complaint
regarding Tennessee Valley Federal Credit Union. Tennessee Valley Federal
Credit Union adheres to contractual and regulatory obligations with our
membership. To protect our members' privacy, we follow up directly with our
membership to discuss account and service issues that are brought to our
attention.Initial Complaint
Date:12/12/2022
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.
After years of service we are leaving. We've had two large direct deposits with them for about 10 years. I've made several deposits through the app with no problems until now. My last deposit is exactly the same as last time same business same amount. They put a hold on it without notification. (Apparently it's in the fine print.) App said it was approved and I received no notification. They charged several $34 fees. I was told they would take three off but then they would remove my overdraft protection. This is unacceptable service.Business Response
Date: 12/15/2022
Thank you for forwarding this complaint
regarding Tennessee Valley Federal Credit Union. Tennessee Valley Federal
Credit Union adheres to contractual and regulatory obligations with our
membership. To protect our members' privacy, we follow up directly with our
membership to discuss account and service issues that are brought to our
attention.
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