Business Profile

Credit Union

Eastman Credit Union

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

18 total complaints in the last 3 years.
8 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.

Initial Complaint
Date:06/09/2025
Type:Product 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.
Constant issues with debit card
Business Response
Date: 06/17/2025
Thank
you for contacting Eastman Credit Union. Our records show that you
obtained one new debit card this year after disputing a transaction that was
subsequently determined to be authorized. We are committed to protecting
our members by offering the latest security features designed to help prevent
fraudulent losses. If you would like to discuss specific details related
to your card, please contact us at (800) 999-2328.
Initial Complaint
Date:05/13/2025
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.
My bank account was positive when I went to sleep on May12,2025. When I awoke on may13,2025 it was negative $73.94. when calling eastman credit union they said just because online banking ses it's clear doesn't mean that that it's true just because the system is clear doesn't mean the money has been taken so... The 50 dollars in the account and 18 available is false... They said yes the only way to verify the proper amount available is to call and check. I've made it impossible to over draft attached my savings for role over any transactions outside of what is available is to be declined and they allowed it
Business Response
Date: 05/14/2025
Thank you
for contacting Eastman Credit Union. We are unable to refund the six
debit card transactions in question, as the member confirmed he authorized each
one. His available account balance was positive when the merchant
obtained authorization for these transactions. Before the transactions
settled, he made subsequent purchases using his debit card that further reduced
his account balance. We encourage him to maintain careful account records
going forward to avoid his account reaching a negative balance, as online
account balances may not always reflect all outstanding debit card, check, or
ACH transactions.
Customer Answer
Date: 05/15/2025

Complaint: 23324686

I am rejecting this response because:

Sincerely,

****** ********
Initial Complaint
Date:05/05/2025
Type:Customer Service 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 friday 05/02/25 ecu online banking was down and today it is still not working and when I tried to call some one with debit card said they couldn't help and I would have to call back on Monday 05/05/25. which will make over 3 days with no access to my account and there is no one tor report to and I don't know if some one is breaching my account. and their phone system isn't working and the credit union took the weekend off with this problem still ongoing!
Business Response
Date: 05/07/2025
Thank you for contacting Eastman Credit Union.
Our online banking vendor experienced a temporary disruption on Friday
afternoon that lasted approximately three hours. During this time, access
to online and mobile banking was unavailable. We diligently worked with
our vendor to resolve this issue as quickly as possible. We have
confirmed this member is now able to successfully access her account online.
We sincerely apologize for any inconvenience this issue may have caused.
Initial Complaint
Date:11/22/2024
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.
Eastman Credit Union approved an auto loan in March 2022 which at the time there were two derogatory marks (one was filed with police department) on my credit where accounts had been re-aged with Experian.Recently I have been getting negatiive feedback from the underwriters in TN about the accounts along with the status of my student loans which I have explained were currently in forbearance due to a court issued injunction: A federal court issued an injunction preventing the U.S. Department of Education from implementing parts of the Saving on a Valuable Education (SAVE) Plan and other IDR plans, including - for example - SAVE's monthly payment formula and loan forgiveness under SAVE, PAYE, and ICR plans. On a most recent I was told it was showing a payment was owed when account is in forebearance. IT HAS BEEN CONFIRMED UNTIL A DECISION IS MADE ACCOUNTS WILL BE PUT IN FORBEARANCE EVERY TWO MONTHS. THIS WILL REFLECT AS THOUGH A PAYMENT IS DUE BUT THE FORBEARANCE TERM IS ENDING AND WILL UPDATE AFTER WARDS. The information you are seeing is not correct and will be updated. I have been denied for personal loans where I could have monthly payments due to the high prices in the economy. I have held an excellent payment history with the business until now when I had to resort to a payday loan. NO EMPATHY OR SYMPATHY. I am sure they have approved customers with more debt to ratio after pulling the customer's credit. I feel this has been a bias decision AND WARRANTS AS A FORMAL COMPLAINT.
Business Response
Date: 12/03/2024
Thank you
for contacting Eastman Credit Union. While we are unable to comment on
specific details of your loan application on a public forum, a review of the
application confirms the loan was denied for appropriate reasons. If you
would like to discuss these details further, we encourage you to contact us at
(800) 999-2328.
Customer Answer
Date: 12/03/2024

Complaint: 22592599

I am rejecting this response because the details for denial of loan have been discussed with representatives at (800) 999-2328 which lead me to filing a formal complaint. I do not agree the denials were based on appropriate reasons.

Sincerely,

******* ****
Initial Complaint
Date:11/15/2024
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 filing this complaint concerning the inaccurate reporting of late payment by Eastman Credit Union to the credit bureaus. According to their records, a payment is falsely reported as late. These alleged late payment were made on time, yet this incorrect information remains on my credit report, causing harm to my credit score. I demand removal of all this late payment from my report or Eastman Credit Union can face potentially thousands in legal fees if I pursue arbitration.
Business Response
Date: 11/18/2024
Thank you for contacting Eastman Credit Union. We have completed an investigation into this individual's loan payment history and have determined the information provided to the consumer reporting agencies is accurate. If he continues to have questions regarding this loan payment history, we encourage him to contact us directly at ***** *********
Business Response
Date: 11/21/2024
This individual failed to make his April 2022 Visa payment as agreed; therefore, his credit report accurately reflects a thirty-day delinquency. If he would like more information regarding this payment, we encourage him to contact us directly at ***** *********
Customer Answer
Date: 11/21/2024

Complaint: ********

I am rejecting this response because: They have provided no evidence of their claim.

Sincerely,

Jeremy *********
Initial Complaint
Date:11/05/2024
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.
Bank is saying I did make a payment on a vehicle loan since August I have the proof which I showed below the dates are also on the statements below that I have attached I was not even warned that the payments was not going through or I would have resolved it sooner instead I was gave no warning just woke up to the vehicle being took
Business Response
Date: 11/12/2024
Thank you
for contacting Eastman Credit Union. This member’s vehicle was
repossessed because he failed to make required payment amounts on or before the
date on which his loan payment was due. If he would like to discuss
specific payment details, we encourage him to contact us directly at (800)
999-2328.
Customer Answer
Date: 11/12/2024

Complaint: 22516510

I am rejecting this response because: I have proof of where I made the payments on vehicle it’s was $250 a month and that’s what I signed for I do have pictures and proof of it coming out of my bank account and going to Eastman credit union as it was the only loan I have through them. That’s every payment made from August until October. I was also not informed of my payments not going through and the address on my account was completely wrong

Sincerely,

******** ******
Initial Complaint
Date:10/22/2024
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 purchased a car August 15,2024. I financed it partially through Eastman Credit Union. The car was totaled in Hurricane Helene. Eastman was notified and I got a payoff amount for my insurance company. Eastman never pursued getting the title from the dealership until October 10 after the car had been towed away. I called Eastman on Friday and was told I was speaking to the Title Department. In fact I was speaking to Customer Care. I was told it would be sent to my insurance company on Monday morning. I called this morning and was told it would be handled in 3-4 weeks. I spoke with 4 people who all said they were in the Title Department when in fact only the last person was. Eastman made the loan and never followed up regarding the title and I’m the one making all the calls to try and find out what is going on. They were not the slightest bit concerned that I am without a vehicle and that I can’t get my insurance payment because they can’t be bothered . In addition they were provided paperwork from the dealership on Friday, October 18 and the car has been towed away for scrap
Business Response
Date: 10/28/2024
Thank you
for contacting Eastman Credit Union. We sincerely apologize for any
miscommunication between our staff and member. We made multiple attempts
to obtain the title from the dealership who sold the vehicle. It is our
understanding the dealership did not have a clear title when the vehicle was
sold to our member, which caused a delay in the dealership’s ability to provide
the title to us in a timely manner. This issue has since been resolved
and the dealership has registered the title listing Eastman Credit Union as
lienholder. We are currently awaiting delivery of the title from the
dealership and have reached out to the member to offer payment deferral
solutions until the insurance process is complete.
Initial Complaint
Date:08/12/2024
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 acquired an RV loan (118635278) from Eastman Credit Union, the loan officer ********* ****** said that there was no penalty to pay the loan off early. I did not purchase the RV, due to failed certified NRVIA inspection. I returned the uncashed certified check to Eastman Credit Union, 4 days after receiving the loan. I was charged $99.09 interest on a loan that was never used. I ask for the $99.09 to be refunded to me.
Business Response
Date: 08/12/2024
Thank you for contacting Eastman Credit Union. Our loans are not subject to a prepayment penalty or early payoff fee. Interest accrues on a daily basis; therefore, if your loan paid off four days after it originated, you would owe a small amount of interest for the credit extended to you during those days. If you have additional questions, please contact us at (800) 999-2328.
Customer Answer
Date: 08/13/2024

Complaint: 22123212

I am rejecting this response because: This interest should have been waived with customer delight. $99.09 is not a small amount to me, and the loan check was never cashed.

Sincerely,

***** *******
Initial Complaint
Date:07/08/2024
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.
After separating from my physically and financially abusive husband, Eastman credit union refused to take my name off my bank account, giving my ex personal information he didn't have. They refused to close out a credit card I was forced into opening, which he still has. They refused to close out an advance line of credit which he still had access to. They have allowed him to ruin my credit without consequences, as freely as a bird. I've spoken with several bank tellers and bank managers about this issue, explaining the situation and letting them know I'm in the divorce process. They've went so far as to hold him 0% accountable for this financial ruin, and reporting the overdue balance to Transunion and Equifax. This has caused me financial anguish as I've been denied auto loans and even apartments to live.
Business Response
Date: 07/12/2024
Thank
you for your feedback. When obtaining a loan, each individual is held
personally responsible for repayment under the terms of the loan
contract. As a result, we are unable to simply remove your name from your
loans as requested. If your ex-husband has been ordered to assume the
debt as part of your divorce decree, we recommend he contact us to initiate
refinancing of the debt into his name alone. If we can answer any
additional questions, please contact us directly at (800) 999-2328.
Customer Answer
Date: 07/22/2024
No resolution has been made and this needs to be addressed.
Initial Complaint
Date:05/22/2024
Type:Product 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.
Complaint Regarding the IRS and Eastman Credit Union

Hello

I am writing to file a formal complaint regarding an issue involving the Internal Revenue Service (IRS) and Eastman Credit Union, located at 20 Volunteer Parkway, Bristol, TN 37620 (Phone: 423.989.4850).

On January 28, 2024, I submitted my tax filing for the year. However, due to an error made by my accountant, there was a significant mistake with my account. As a result, the IRS mistakenly sent my funds to an account at Eastman Credit Union that is not mine.

On May 1, 2024, both the IRS and Eastman Credit Union were contacted and informed about this error. Both parties acknowledged the mistake and are aware that the account in question is not mine. Despite this, the funds are no longer available, and I have been informed that I must wait until August 22, 2024, for a resolution.

This situation is causing me considerable inconvenience and financial stress. I have fulfilled my responsibilities by filing on time and notifying the necessary parties promptly about the error. Given that the mistake has been acknowledged and verified, it is unreasonable to expect me to wait six months for a resolution when the facts are already clear.

I respectfully request the Better Business Bureau to assist in expediting this process. A faster resolution is critical, and I hope that your involvement can help ensure that my issue is addressed promptly and fairly.

Thank you for your attention to this matter. I look forward to your prompt response and assistance.

Sincerely,
Business Response
Date: 05/23/2024
Thank you for your recent inquiry. Eastman Credit Union deposited the funds in question to the account number provided within our ACH file which you indicated was provided in error by your accountant. The below is an excerpt from the US Treasury Green Book about tax refunds:
"The financial institution's responsibility is to post the Direct Deposit payment to the account indicated on the ACH record. If the funds are posted to a valid account that turns out to be incorrect, the financial institution is not liable to the government for the return of the funds. If the taxpayer or the taxpayer's agent gave the incorrect account information, neither Fiscal Service nor the IRS will assist the taxpayer with recovering the funds. The taxpayer is free to pursue civil action. If, however, the IRS made the error, it will make the taxpayer whole."
For further information, contact the IRS at 1-800-829-1040; contact the local IRS District Office, or visit www.irs.gov.
Customer Answer
Date: 05/24/2024

Complaint: ********

I am rejecting this response because:
This is not my account, and I have never used it in all the years I have been filing. This situation represents a breach of consumer rights. The theft should be reported to the authorities, as I do not know the person involved. If I did, I would have contacted them directly. How can I get the authorities involved if I don't even know who I am dealing with? This is why I have gone directly to BBB for a resolution, since this is a consumer issue.

Sincerely,

****** *******
Business Response
Date: 05/28/2024
Eastman Credit Union has provided account related information to the Internal Revenue Service regarding this dispute. We encourage you to contact the Internal Revenue Service directly to obtain additional information regarding this transaction.

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Eastman Credit Union is NOT a BBB Accredited Business.