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:11/08/2022
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 12/6/2021, my husband and I bought a vehicle from a local dealership. TVFCU was the lienholder and required us to purchase their GAP insurance. On 10/10/22, we traded in the vehicle purchased on 12/6/21 and the loan was paid off. My husband and I went to the dealership of the first vehicle to have assistance in filing for a GAP refund. The financial officer advised us that TVFCU has a 60-day window for GAP insurance, and we could not file for a refund. We were advised at that time that they were the only bank that does not extend the refund and basically "keep" your money. I called TVFCU to follow up and the agent, Morgan, advised me that Greg G*****, Quality Control, stated he would not refund our GAP plan, in fact, it's only a 60-day GAP and since we closed our account and are no longer members, he's unwilling to assist us anyway. I asked to speak with him and was refused. It's sneakily placed in the contract when purchasing a vehicle about this policy from TVFCU and is shameful/bad business on their end. I advise anyone to reconsider any loans from this company and to check the fine print. You cannot get a 60-day loan for a vehicle, so the GAP should not expire/become rebate-less after that time. TVFCU knows what they are doing... basically taking first month's payment at signing. Stay clear of this institution! Your money will thank you!
Business Response
Date: 11/09/2022
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.Customer Answer
Date: 11/09/2022
Complaint: ********
I am rejecting this response because:No one has followed up with me as of 11/09/22, the date of the response
Sincerely,
****** ******Business Response
Date: 11/14/2022
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. Discussion took place on 11/10/22.Initial Complaint
Date:09/06/2022
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 mail a check for my car payment every month 20 days ahead of payment schedule , the lady at the 1st counter that greets you on 58 hwy said they only check their mail box every 10 days. They consistently apply my check payment to my car payment late all the time. I drive a truck cant make it to pay in person. They are charging me extra interest because THEy don't apply my check when it arrives in the mail. I need a refund on the extra interest monies this has cost me, because they will not go to their mail box. This dates back since the life of the loan 2018Business Response
Date: 09/08/2022
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.Initial Complaint
Date:08/25/2022
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 accidently put my discover debit in the atm at tvfcu. i was taken through all the prompts to deposit cash and it took my cash 300.00 and then spit out a receipt saying there was a problem returning my cash. i went inside they told me i would have to wait till that atm got settled on Wednesday and here it is Wednesday and no one seems to be able to find my 300.00Business Response
Date: 08/25/2022
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.Initial Complaint
Date:08/04/2022
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.
Purchase a new car back in April 2022 for a new 2022 Nissan Kicks. Loan was through TVFCU, and was informed they required the purchase of GAP insurance through them. The car will be sold tomorrow, after only having the car for three months. When calling to get a pay off amount on the car, and requesting amount of unused GAP insurance premium to be refunded. I was informed, they will only refund if it's within 60 days of purchasing the car. Also, they will not take the remaining off the balance owed on the car.
You are required to have GAP insurance to protect the financial institute with is 100% fair, and understandable. They should not be allow to keep your money for the unused portion of the GAP premium with the stipulation that you must cancel it within 60 days. You are not allow to cancel due to voiding the contract of the loan. Which would result in car being repossessed and sue for remaining. Let be noted, that you are required to have their GAP insurance, and not a 3rd party, which would been a cheaper option and would allowed the refund of the unused portion.
Also let it be noted, that this car is mothers. She is a senior citizen and on fixed income for disability. She is no longer able to afford the payments. She owes more that what the value of the car is, and I will be paying the difference to TVFCU of $7000. The $3500 gap insurance that was required by TVFCU would be nice to have returned. Meaning, I would only be paying $3500 - $4000 out of pocket to save my mother some stress and heartache.Business Response
Date: 08/05/2022
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.Customer Answer
Date: 08/05/2022
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,
**** *******
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