Complaints

This profile includes complaints for Call Federal Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Call Federal Credit Union has 4 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Call Federal Credit Union

  10712 Iron Bridge Road Chester, VA 23831

  
• 

  Call Federal Credit Union

  3640 Call Federal Dr Ste 100 Midlothian, VA 23112-3457

  
• 

  Call Federal Credit Union

  9397 Atlee Rd Mechanicsvlle, VA 23116-2540

  
• 

  Call Federal Credit Union

  3660 Mayland Ct Richmond, VA 23233-1409

  

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:04/09/2024

  Type:Product Issues
  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.

  I called on April 3, 2024 in order to re-activate an old account. ******* said I just had to call a ***** number in order to activate my Debit/ATM card.I tried numerous times to activate the card but the number was not "recognized" by the 800 number 's system. I tried several times.Today, I called and spoke to a rep and explained that I needed my card to work ASAP and perhaps she just needed to send me a new card. She said if she had to send me a new card, it would be a $10.00 charge. She kept me on the phone for over 30 minutes.I then asked to be transferred to a MANAGER and she transferred me to a "coordinator"who was NOT a manager. When I asked several times I need someone in MANAGMENT to contact me ASAP to resolve this matter and assist me with closing this account.***********************

  

  Business Response

  Date: 04/17/2024

  Our team was able to make contact with our member and successfully resolve the issues.  We believe we have reached a resolution.

  Customer Answer

  Date: 04/20/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  ***********************
  
  
  
  

• Initial Complaint

  Date:02/27/2024

  Type:Service or Repair 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 a customer of ********************. My accounts were hacked on November 8 -13 during the long weekend for Veterans day. The situation started with me receiving a text from Call Federal Fraud team asking if I charged a certain amount of money and to text back yes or no. I texted no. within 5 minutes my phone rang and it was from Call Federal Credit Union Fraud team. They asked many, many questions and had me download some software to be able to catch the fraudsters. As an aside, This is how I've always been contacted by Call Federal if they feel fraud is involved. I was on the phone with them for hours. Once I realized this was fraud I logged into my account and $6,800 was gone. I had to wait until Monday morning to alert Call Federal to what had happened.. They let me down by not having an emergency line, especially over a long weekend. Call Federal also claims they have a recording of my voice giving sensitive information to the fraudsters. All the information I provided they said was to catch the fraudsters..After one week the Credit Union was not forthcoming with any information I asked to talked to someone higher up. I had been dealing with the Bank Manager on Atllee. was given the name of *********************, Director of Compliance. After going over the facts he tells me that the scenario I described is NOT something Call Federal would do by reaching out with text and phone calls. I told him that I had received other calls and texts when the Credit Union thought fraud might be involved. Very large point of contention along with the not being available wtih and emergency. I feel they let me down, ***** kept telling me this was going to be settled on a certain date and nothing materialized. I kept calling ***** to find out any details and did not call me back on many occasions. There was inconsistent communications. They are insured for acts of crime like this and still will not give me back my money. Please help.

  

  Business Response

  Date: 03/15/2024

  After reviewing the events surrounding this situation, there were multiple suspicious transactions in question. With the **** transactions, there was clear communication by our staff that the payments could not be reversed once they were sent. There is also verbiage on the Zelle send page on our web/mobile app. When the **** transfer was flagged as risky, Mrs. ***** called *****, who then transferred her to us. When reviewing the call, CFCU staff verified our member using id verification procedures and Mrs. ***** repeatedly asked for the transfers to go through to cover funeral arrangements for a relative. 

  CFCU stayed on the line as ****************** sent funds via Zelle to recipient *******************. ****************** stated during the call that she was attempting to send funds to *******************, and she wished for **** to stay on the line to ensure the transaction occurred successfully.
  
  On 11/13 **************** visited the Hanover Branch and submitted the attached claim form to the Branch Manager *******************.
  This form lists that **************** had knowledge of who conducted the transactions, and that she wished to dispute a list of transactions that occurred between 11/9/2023 and 11/13/2023.
  **************** submitted the attached signed statement detailing a situation where a caller had claimed to be from Call Federal Credit Union and convinced her to sign up for *****, under the expectation that a third party vendor needed to send funds to stop the fraud.
  The Call Federal Payments Team received the claim form, alerted the ********************** and filed disputes for the listed transactions.
  Two $500 credits for ACH transactions to Hard Rock were provided on 12/26/2023.
  The Zelle disputes were filed on behalf of Mrs. ************ The Dispute Portal Notes:
  Funds are NOT required to be returned for Unauthorized.The return of funds are based on Good Faith ***** The Sender/Sending FI has the liability in this case. There are no funds available for recovery.
  Per Zelle: (**************************************************************)
  If you were knowingly involved in the transaction and you gave the ok and authorized a payment to be sent, this is typically defined as a scam. Even if you were tricked or persuaded into authorizing a payment for a good or service someone said they were going to provide, but they didnt fulfill it, this would be considered a scam. Because you authorized the payment, you may not be able to get your money back.
  
  Based on the circumstances, ****************** knowingly authorizing the Zelle transfers, we were unable to recover any funds sent.

  Customer Answer

  Date: 03/15/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  

  The bank has miscommunication with me. I downloaded that app as Call Federal request I do, not realizing I was dealing with fraudsters. This is not my fault. I think the Credit union should take some responsibility. They also weren't there for 24/7 over a long weekend. That's a bad policy. And further it took a lot on my part to reach someone on the phone.  And lastly they claim to have a recording of my voice that no one will let me hear. I find that suspicious. I did not intentionally do something wrong if I knew it was fraudsters. I also have area code 276 that has been calling my cell phone everyday. I think some llenence should be given to me.
  Regards,
  
  ****************
  
  
  
  

  
  

  

  Business Response

  Date: 03/22/2024

  After reviewing the notes and the recording, the agent followed all of the mandatory identity verification procedures. The caller gave multiple verification and audio codes before having the funds transfers done. As previously stated, according to the Zelle terms of service:

  Funds are NOT required to be returned for Unauthorized. The return of funds are based on Good Faith ***** The Sender/Sending FI has the liability in this case. There are no funds available for recovery.
  Per Zelle: (**************************************************************)
  If you were knowingly involved in the transaction and you gave the ok and authorized a payment to be sent, this is typically defined as a scam. Even if you were tricked or persuaded into authorizing a payment for a good or service someone said they were going to provide, but they didnt fulfill it, this would be considered a scam. Because you authorized the payment, you may not be able to get your money back.

  We consider this complaint to be closed.

• Initial Complaint

  Date:04/20/2023

  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.

  Reconciled checking and savings account balance with Call Federal to $0 in mid March 2022 (over a year ago) in person at branch location along with a friend who witnessed everything to close all associated accounts since I moved to a new bank. Was informed by the branch manager would need to wait a few days for the payment to reconcile the account to process and to allow for the request to close credit card form to go through. Was then informed days later back in 2022 even though the annual fee was just assessed, I was required to pay it, even though most banks refund an annual fee if within 45 days of account closure from assessment. Received printed confirmation of credit card account closure at branch location in March 2022.As of late March 2023 (present day) I am receiving statements from Call Federal with a new annual fee of $30 for 2023-2024 despite all accounts were closed in person over a year ago. I immediately reached out to Call Federal who assured me they took care of it and is no longer an issue. They went ahead and said they closed the account but my ********************** reports confirms the annual fee is still on the account and is now late. In addition to this new annual fee of $30 for 2023-2024 on the closed account there are now late fees for not paying the new annual "on time" for the account which was supposed to have been closed for a year now.I am requesting the (2) annual fees (1) for 2022-2023 ($30) and (1) for 2023-2024 ($30) and the recent late charges ($30) for not paying the new annual fee for the next year to be refunded to the account (total of $90 refunded) and ensure the account IS CLOSED like it was supposed to be in March 2022 as I have printed verification the branch manager handed me at the time of request of closing. I am also seeking a correction to my credit report for what appears to be a clerical error on Call Federal's end for not properly closing the account in 2022.

  

  Business Response

  Date: 05/02/2023

  Worked directly with the member to resolve issue, please see correspondence below.

   

  From: ***********************************
  Sent: Monday, May 1, 2023 3:47 PM
  To: ***********************
  Subject: Resolution of Your Complaint and Our Sincere Apologies
  Importance: High
  
  Good ********************************************** name is ***********************************. I tried to reach you by phone, left messages and I figured an email might work as well. I want to inform you that we have taken care of the issue you brought to our attention regarding your **** account that wasnt properly closed and we apologize for the inconvenience this may have caused you. All fees have been reversed, which will be reflected on 5/2/23 at which point the account balance will be $0.00. I have also requested to have your account updated to show both closed and paid as agreed.
  
  
  We are committed to providing excellent service to our members, and we take any complaints seriously. Your feedback has helped us identify areas where we can improve, and we appreciate your patience and understanding. If you have any further concerns or questions, please do not hesitate to contact me directly.
  
  Thank you once again for bringing this matter to our attention, and please accept our sincere apologies for any inconvenience caused.
  
  Best regards,
  
  Margaret 

• Initial Complaint

  Date:03/20/2023

  Type:Billing Issues
  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.

  While reviewing my call federal account balance this morning I see a $30 ACH return fee. I called into customer service as this is an account that I have one old direct deposit going into monthly and I basically don't use it for anything else. There should be no ACH for $2k (what customer service said had occurred) going into our out of this account. Not in years anyway. I requested to have the $30 returned but they said I'd need to travel into a branch of which there are none that I can easily get to or fill out a form they would email me to print out, fill out, and mail back. They have no online option. Who has a printer anymore or does anything with paper.... This should be something that is easily and quickly resolved. I simply want this unwarranted $30 free returned.

  

  Business Response

  Date: 03/28/2023

  We have researched the issue and refunded the fee to our member.  We have been attempting to make contact but have not been successful to this point.  Will update the case if/when we discuss with the member.

  Customer Answer

  Date: 03/29/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *****************************
  
  
  
  

• Initial Complaint

  Date:01/20/2023

  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 credit card company blackmailed me into closing my account with them and charging my card off after I complained about not getting interest credit it to me after I dispute a transaction with them and I won the dispute. They also did this after I was making payments and I had a monthly payment arrangement set up the email with the department

  

  Business Response

  Date: 02/21/2023

  Member made multiple merchant disputes over a period of time (January-July 2021). That disputes were processed accordingly by ******* fraud and disputes department-the same process that is used for all disputes. Our **************** department provided statements to member that indicates that the fraud disputes credits were credited to her credit card account ($942.43 in credits).
  
  Member was provided a Subsequent Action form (to avoid sending account to attorney)dated 9/19/2022, however she never signed it.  After many communication touchpoints with the member we were finally forced to send the account to our attorney.  At this points we have taken every step to rectify/clarify any issues with the member.