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Business Profile

Credit Union

Y-12 Federal Credit Union
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Y-12 Federal Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see

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Y-12 Federal Credit Union has 14 locations, listed below.

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    Customer Complaints Summary

    • 3 total complaints in the last 3 years.
    • 1 complaint 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:10/25/2024

      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.
      i have filed debit card disputes with (my new bank) Y-12 credit union , and they appear to not have a dispute resolution team. I have lost over $1000 in personal viable dispute claims due to their lack of incompetence-.
      Also, if you call their phone number- you will see, there is no option to dial for disputes.
      so i end up taking to someone who has no idea what they are doing.- and then i never get my money back- i have also filed disputes online through online banking and that is for shit as well.

      Business Response

      Date: 10/29/2024

      Ms. ******,

      We apologize for the recent experience you encountered when working to process
      a dispute. The Manager of our Card Services Team was able to reach you and
      explained our process of filing these types of disputes and has submitted a new
      claim to try and recover funds. Our intent is to always help resolve these
      types of issues for our members and provide confidence while doing so.

      The Director of our Member Engagement Center has also been
      made aware of your experience and will work with his area to boost knowledge
      and in effect provide more confidence to our members when dealing with these
      situations.

      We appreciate your willingness to bring your concerns to our
      attention.
      Thank you for being a loyal member of Y-12 Credit Union.

      Thanks,
      ******* ***

    • Initial Complaint

      Date:04/14/2023

      Type:Billing Issues
      Status:
      Resolved
      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've been a member for 18 years. This is the 1st bank account I ever opened. They told me my money would be safe in my account as long as I had a certain amount of money in it. After the COVID-19 pandemic, they began drafting money out of my account without any warning. They drafted hundreds of dollars without alerting me. I'm currently trying to get my money back as I only realized they had done this when I recently had to file a form at work and needed the account balance. ******, the manager from the Sevierville, Tn location and ******, the assistant manager of member services told me they would follow up after sending me the proof they warned me this would happen. However, ****** is now ignoring my emails and phonecalls after sending me the one "alert." This "alert" was advertised as "improvements" and "enhancements" to my account. At no point did they alert me to the fact that they would steal $200 of my money. Y-12 robbed me. I just want my $200 of hard earned money thar affects me way more than the bank Ive been with for 18 years. My money would have been safer under my mattress

      Business Response

      Date: 05/25/2023

      We regret that we were unable to resolve this complaint directly with our member. We do not make changes to accounts without informing members at least 30 days in advance of the changes and how they will be impacted. She states that she received no follow up, however we have records of multiple conversations since January regarding her dormancy fees and account maintenance fees. Please see the timeline below: 

      Timeline:
      A dormant account letter (attached) was mailed to ****** in June 2021.  Account letters are mailed to members after 18 months of inactivity. Inactivity is defined as an account without any withdrawals or deposits after 18 months. The fee is also disclosed in our Truth in Savings disclosure that is included with our Member Account Agreement. 

      A letter (attached) was mailed to ****** on April 28, 2021, detailing the upcoming changes to our checking accounts and how to avoid fees effective June 2021. We sent several communications to account holders about these changes through multiple channels, including email, direct mail, and statement inserts.

      ****** had a minimum of five phone conversations with our employees between January and May regarding fees. She was emailed a copy of the previous communications, issued a partial refund, and given guidance to avoid fees in the future. 

      ****** made the decision to close her account and the remaining funds were mailed to her.  


      Business Response

      Date: 05/31/2023

      We have spoken with the member and refunded additional fees. We believe she is satisfied with the resolution.  

      Customer Answer

      Date: 06/05/2023



      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.



      Sincerely,



      ****** *****

    Y-12 Federal Credit Union is BBB Accredited.

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