Complaints
This profile includes complaints for Fortera Federal Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 14 total complaints in the last 3 years.
- 8 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:08/19/2022
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.
This is not the first time that this has happened but on August 16th & August 18th Fortera charged NSF fees before my account actually went negative. As a matter of fact Fortera has charged my account a total of $4371.00 in NSF fees for the year and it is only August, does that not seem a little much? That is 546.38 a month, and no I am not saying that some of those weren't correct but I can guarantee that most of them are from them charging the fee before you ever go negative. Fortera has a history of charging NSF fees of $31.00 before your account ever goes in the negative. The only reason it goes in the negative is because of the NSF fees that they charge. In the 2 days above I was charged $370.00 in NSF fees, which has cost me a bounced check in the process. I had deposits go in on both days that I was charged the fees, which was pointless because by the time the deposits went in they had already charged the fees which made my account go negative. They are stealing money from people and getting away with it. It is really a shame with everything from COVID-19 and everything going up in prices that they can do this to people. I have been with this bank for years and the first time this happened to me they were very helpful and refunded me the NSF fees back, however, now they refunded 3 which was $93.00, nothing compared to the $370 they stole. I reached out to them and tried to talk, they are unfriendly and do not think that they should have to do anything to help. I will be recommending people to NOT open a checking account here and I will be looking for a bank that actually cares about their customers and doesn't try to keep them in the negative.
Business Response
Date: 08/29/2022
Business Response /* (1000, 5, 2022/08/22) */
Thank you for logging your complaint through the Better Business Bureau's website. Your complaint was forwarded to us at Fortera Credit Union and we will conduct research into your issue. Due to the sensitive nature of the information, we are required to send you a mailed response rather than post our response through the BBB website. This letter will be sent via USPS and you should receive it by the end of next week.Initial Complaint
Date:08/11/2022
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.
I have called them multiple times reguarding my issue and every time they can't seem to help. I have had the money in my bank account trying to pay my vehicle loan. I pay online by logging into my bank within express pay I choose my checking account and it gets kicked back every time. I call and they can't give me a valid reason or resolve my issue. All they claim is "oh we can take a phone payment by debit card but it will be a $10 surcharge" just take my money so I can pay my loan. I just don't understand why the representatives can't help me especially when I am gone for a month at a time without my phone how am I supposed to schedule a payment if they can't even help me add a 3rd party account because I don't bank with them or set up some type of autopay. I am very frustrated with this entire situation and I am going to be fuming if it effects my credit statement due-to negligent employees who won't / don't want to help.Business Response
Date: 08/18/2022
Business Response /* (1000, 5, 2022/08/12) */
Thank you for logging your complaint through the Better Business Bureau's website. Your complaint was forwarded to us at Fortera Credit Union and we will conduct research into your issue. Due to the sensitive nature of the information, we are required to send you a mailed response rather than post our response through the BBB website. This letter will be sent via USPS and you should receive it by the end of next week.
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