Financial Services
Interior Federal Credit UnionThis business is NOT BBB Accredited.
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Complaints
This profile includes complaints for Interior Federal Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 4 total complaints in the last 3 years.
- 0 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:05/28/2023
Type:Product IssuesStatus: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.
Applied for membership 05/13/23 was declined waited several days to receive adverse action letter. Letter stated that they could not verify my identity. I called in spoke to a rep that stated to reapply and provided additional proof of identification. Applied again provided my DL / Passport / Two utility bills / SSN Card / Picture of me holding my Passport and membership was auto declined because of the other application called in to explain the situation was told it would look into and reevaluated. My app has not been looked at. I have email, called again and still no resolution.Business Response
Date: 08/04/2023
From: ************************** <******************>
Date: Fri, Aug 4, 2023 at 9:49 AM
Subject: Bypass: *********************** Complaint (********)
To: *********************** <*************@mybbb.org>
Cc: ********************************** <********************>
Hello *****,
We received four applications for a Primary Savings account from this applicant, which were declined by Interior Federal Credit Union on 5/17/2023, 5/22/2023 and 5/24/2023 based on the applicant not passing our review criteria or ID verification. The applicant was sent an Adverse Action letter for each declined attempt at membership. Based on our subsequent investigation, our decision still stands.
Thanks,
*************************
Senior E-Commerce Specialist
Interior Federal Credit Union
Your Natural Resource for Financial ServicesCustomer Answer
Date: 08/04/2023
I called in after I received the adverse letter to asked what additional information they need to verify me. Was told someone would call me. Never receive a call, email anything. I am more than willing to provide an needed document. This is the first response I have gotten in months.Customer Answer
Date: 08/21/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ********
I am rejecting this response because:
I called in after I received the adverse letter to asked what additional information they need to verify me. Was told someone would call me. Never receive a call, email anything. I am more than willing to provide an needed document. This is the first response I have gotten in months.Regards,
****** *****Business Response
Date: 09/11/2023
Applicant submitted complaint to ******** ****** ***** ************** (****). **** forwarded *** ****s' complaint to IFCU for response. IFCU provided a response to **** and **** responded to *** ***** in August 2023. No further action will be taken by IFCU.Initial Complaint
Date:01/04/2023
Type:Service or Repair IssuesStatus: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 would like to say I’m very upset that this situation has forced me to file this complaint. I was very happy with the services provided to me and had a great experience with this credit union until my loan and credit card was put on hold. I applied for membership and was accepted a few days after. I applied for a credit card and personal loan which i was approved for both products. I worked with a great loan processor by the name of ************************* my loan documents/agreement were filled out and signed the same day. The next business day I received my loan proceeds was deposited into my checking account with the credit union. I was so excited and happy the whole process went well. One day I tried to use my account and was unable to when I called I was told my account was put on hold and sometime from the collections department will contact me. I was shocked and upset as I was unable to use my loan Or credit card. I kept calling to get answers as to what is going on. A collections manager by the name of ********************* contacted me and said He cant provide much information about why they froze my accounts but the risk management department said they received a fraud alert about me. I was shocked and confused I kept asking him for more information he said he doesn't have any. I told ************ that I was a identity theft victim in the past and I cleared it I have no knowledge about a fraud alert. I asked to speak with risk management department to get this situation resolved ************ wouldn't give me the number to speak with somebody directly about this issue I'm having. I'm unable to resolve anything regarding my account. I would like to get this situation cleared up and *********** can't help me. I'm very upset about all of this and would like someone from risk management or corporate office to help me fix my issues. I'm unable to use my credit card or loan and believe i'm being discriminated against. I can't get anything resolvedBusiness Response
Date: 02/14/2023
Tell us why heThis is a response to Complaint ID ******** filed by a member (the “Member”) with respect to Interior Federal Credit Union (the “Credit Union”) regarding the issues she has experienced with respect to Credit Union’s decision to close and freeze the Member’s recently applied for and approved personal line of credit and credit card.
Based on a review of the Credit Union’s records, the Member applied for membership with the Credit Union on December 9, 2022 and was approved by the Credit Union’s Member Services department a few days later. A few days after the member’s membership approval, the Member applied for a credit card and personal line of credit, both in the amount of Twenty-Five Thousand and 00/100 Dollars ($25,000.00) (collectively, the “Loan Products”); the Member was instantly approved for the Loan Products.
However, on the same day the Member was approved for the Loan Products, the Credit Union’s Risk Management Officer (the “RMO”) received an alert from the Credit Union’s fraud detection provider (the “FDP”) regarding unusual activity involving the Member that had been confirmed at another financial institution (the “FI”). The RMO, who at the time was unaware that the Member had been instantly approved for the Loan Products, promptly reached out to the FI about the alert. The FI confirmed that it had a case regarding the Member that involved the Member providing a falsified proof of income for a vehicle loan from a dealership that was found to be fictitious, and that the Member was no longer a member of the FI.
Following her communications with the FI, the RMO discovered that the Member had been approved for the Loan Products. Shortly thereafter, the loan proceeds were deposited into the Member’s savings account; she subsequently wired some of those funds to a separate account at another financial institution and began using her credit card.
Within the next two weeks, internal discussions between the appropriate Credit Union departments and the RMO addressed concerns about the verified fraud from the other FI and the alert from the FDP; jointly, they made the decision to close and block the remaining balance of the Member’s Loan Products to prevent a likely loss to the Credit Union.
A representative from the Credit Union’s Collection department contacted the Member via phone on December 28, 2022 and December 30, 2022 regarding the closure of her Loan Products, and an adverse action notice was sent to the Member on January 4, 2023 explaining why her access to the Loan Products had been restricted.
While the Credit apologizes for any inconvenience the Member has incurred, given the verified issues of fraud from the FI and the explanatory communications with the Member, the Credit Union has taken reasonable steps and exercised ordinary care to reasonably serve the Member while also mitigating any losses or damage to the Credit Union and its other members.
We appreciate your time and understanding. Should you or the Member have any additional questions, concerns or recommendations on how to proceed further, please do not hesitate to contact the Credit Union.re...Initial Complaint
Date:08/23/2022
Type:Customer Service IssuesStatus: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.
Application #***** I applied for a checking account received an adverse action due to "***********" I reached out to them and got a report but there is nothing on there. Not sure why I denied a bank account and an auto loan seeing as I have banked with a few different credit unions and have no adverse credit items on my credit history. Please call me and discuss actual reasons why my application was denied.Business Response
Date: 08/25/2022
On August 1, 2022, ********************** application for a Primary Savings Account was declined by Interior Federal Credit union due to information in the *********** report. Based on our subsequent investigation, our decision still stands. ******************** can request a copy of the report if requested no later than 60 days after he received the adverse action notice, by contacting ***********,**** ************************, Suite ***, Woodbury, MN *********, ** ***** ************* www.**********.com).Customer Answer
Date: 09/18/2022
Attached **** systems report that they can also provided
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