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Business Profile

Credit Union

Cornerstone Financial Credit Union
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BBB Accredited BusinessA+Rated by BBB

Complaints

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

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Cornerstone Financial Credit Union has 7 locations, listed below.

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    Customer Complaints Summary

    • 5 total complaints in the last 3 years.
    • 4 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:07/03/2025

      Type:Billing 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.
      Account refinanced and they still don't have the correct due date and reported to credit a 2nd time for no reason. Due date is incorrect and now having to pay 2 months of payments I wasn't expecting to pay

      Business Response

      Date: 07/10/2025

      Thank you for reaching out on this issue. Our ****************** will be contacting you soon to remedy the situation. 

    • Initial Complaint

      Date:05/10/2025

      Type:Service or Repair 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.
      They gave us a lone on a car and would not work with us at all. We payed every payment to them. Called them to finalize pay off on April 25th and sent them what was told was final payoff. And today Saturday May 10th, I receive another bill saying I still owe them money. This to me is not a fare business if they want to keep adding charges when they give you a payoff. They would not work with my spouse when she is on the loan as well as me. I just want to be done with them but they will not complete my loan payoff. It is unfair not only to me but also ruining my credit. I would like for something to be done about this financial institution.

      Business Response

      Date: 05/14/2025

      We are disappointed to read this complaint. We checked our records and your account and it looks like you may have paid the balance at first but not the payoff amount which differ. Our records show that you paid a large balance which was the current and then a later payment which was what was left on the payoff. There appeared to be a .01 amount left which we took care of. We checked our records for your phone number and do not show a call coming in from the number on file the entire month of April so please reach out if this is incorrect. There have been no derogatory reports to the credit bureaus, so please rest assured this is not ruining your credit. We show you only had two late payments, but mention we didn't work with you. If possible, please contact me at ************ so we can be sure to help out in any way possible. ******* ****

    • Initial Complaint

      Date:03/05/2025

      Type:Service or Repair 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.
      Called into the bank at 10:52am CST. ******* asked for my acct number. Never verified any other information on my acct. Just gave information on my **** without having any security questions asked. Called because I chose elec check on 3.4.25 for pirate pay on 3 charges. The **** had it pend even though it cleared today. 3.5.25. How do you charge customers fees for *** fees if the charges haven't cleared? I immediately transferred fees to cover it, but it was too late because apparently they cleared (but also didnt since they cleared 3.5.25).

      Business Response

      Date: 03/11/2025

      I was able to see a transcript of your call with ******* and Im showing where she did ask the appropriate security questions. Instead of asking many questions that can easily be figured out by fraudsters these days, we ask out of pocket information about your membership such as people on the account, recent accounts opened and Im showing those questions were asked and verified. When it comes to pending transactions, they are submitted for clearing in order of how they are received. In your case, the debits were sent to the system as pending before the deposits were which caused the ****. Since the call center receives way more requests for fee refunds, we have asked that they adhere to our policy of refunding no more than two **** in a pre determined length of time of the account which you acknowledged in the transcript without a supervisor. Messages were being sent for overrides from a supervisor while ******* was on the phone with the member, but she did not get to relay any messages because the member hung up on *******. The member did not give us a chance to make that decision which we would have happily done based on the situation that caused the fees and her tenure with us. If the member would have stayed on the line for only a few more minutes, the **** would have been refunded but the member closed the account. Certain transactions and remedies take time and we wish the member would have waited just a little bit longer. 

    • Initial Complaint

      Date:08/05/2024

      Type:Product 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.
      On July 8, 2024, I discovered that Cornerstone Finacial Credit still had an account open for me with $25.00 after I paid off my loan for my truck. I was never informed they would be holding my $25.00 hostage, I never received any emails or mail and found out my $25.00 was being held hostage when I just happened to look at my payoff date. I then called Cornerstone on July 8th and they advised I had to close out my account on their website. I told the agent that they were going to help me close my account. The agent walked me through it and said that I would receive my check within 10 Business days. Today, August 5, 2024, I still have not received my check. So, I called Cornerstone AGAIN and they advised that I was sent an email verifying my address where to send my check. The agent advised me a short time later that a message was sent to my account and not my email. I was never told that there was another step to get my MONEY returned to me. The incompetence of Cornerstone Finacial Credit Union is blatant as they have no regard for keeping your MONEY. I want MY MONEY RETURNED!!!!!!!!!!!

      Business Response

      Date: 08/06/2024

      We discussed this matter with the member yesterday and determined there was an issue with the communication sent to the member. We needed to verify the address of the member, but this message was made securely through our Digital Banking and not by email. We apologize for this short delay, and we have confirmed that you called yesterday, and the account was closed as you instructed, and the check has been put into the mail. As for any interest accrued, that amount was less than one ***** due to the small amount and current interest rates. We apologize for this confusion of communication retrieval and hope the sending of this check closes the issue.

    Cornerstone Financial Credit Union is BBB Accredited.

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