Complaints

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

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  Virginia Credit Union, Inc.

  PO Box 90010 Richmond, VA 23225-9010

  
• 

  Virginia Credit Union, Inc.

  PO Box 90010 Richmond, VA 23225-9010

  

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:02/09/2023

  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.

  I am writing to express my concerns about the services provided by Virginia Credit Union in regards to my personal line of credit. Since setting up the account, I have been informed by all channels that the only payment method available is to transfer funds from an external account to a checking account with VACU, and then transfer those funds to the personal line of credit. However, in recent months, I have been experiencing issues with the website where it appears that I have made an external transfer, but the transfer sometimes does not go through. On several occasions, I only became aware of this issue when I did not see the draft from my external checking account. This issue has only been increasing in frequency. In regards to my most recent payment, I continued to experience these issues, and for the first time, received a text message from VACU reminding me of the past due payment and instructing me to either make a transfer or use their "Convenience Pay" option. I was shocked to learn about this option as I had never been made aware of it prior. After researching my online account, I did not find any information or links to the Convenience Pay option. I immediately sent an email to VACU inquiring about this option and I was once again only given information about the transfer method and the Convenience Pay option was not mentioned at all. I feel impacted as a consumer because due to these extenuating circumstances, **** has reported my most recent payment as being 30+ days late. I believe that the company prefers for consumers to transfer funds to their accounts rather than make payments directly, which is why the Convenience Pay option was not made clear to me.

  

  Business Response

  Date: 02/21/2023

  Good morning,

  Please see our attached response to our member's concerns. A copy has been mailed today. 

  Thank you,
  Virginia Credit Union

  Customer Answer

  Date: 02/21/2023

  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.
  
  Dear **** Staff,
  
  I am writing in response to your recent letter regarding my personal line of credit account ending in xx7630. I appreciate your response, but I am deeply concerned about the inaccurate reporting of my credit history and the lack of transparency in communicating available payment methods.
  
  As a financial institution, it is your responsibility to provide clear and accurate information to your customers about their accounts, including available payment methods. ******************* such as the ************************************ (CFPB) and the National Credit Union Administration (NCUA) have issued regulations to ensure that consumers are not confused and can make timely payments on their accounts.
  
  Your letter implies that the Convenience Pay option was available to me as a method of making payments and that text reminders were sent to me when my loan was overdue by five days or more. However, I must clarify that I did not see any information regarding the Convenience Pay option when I logged into my personal **** account, nor was this option ever communicated to me through any other means. What is even more frustrating is that I could have avoided this entire situation if I had been informed of the Convenience Pay option earlier. Instead, the only payment method that was ever communicated to me was to transfer funds from an external account to the **** checking account, which takes many days, and then transfer funds from the **** account to the line of credit, which takes even more days. This complicated transfer system has caused me to experience issues, and I am not confident that I can accurately tell if things go through. This lack of customer education and availability of information on ****'s part is causing me significant financial harm and stress.
  
  Regarding the multiple late notices and monthly statements that you claim were sent and available for viewing in my online banking profile, I must inform you that I did not see any clear indication of such alerts. After looking at a recent statement, I can also attest that nowhere on the statements do you have anything about a Convenience Pay option, which is very misleading.
  
  In addition, while the Fair Credit Reporting Act (FCRA) does not require a lender to make goodwill adjustments or omit certain payment histories, it does require that lenders report complete and accurate information. Unfortunately, the information that **** reported on my credit history is incomplete and inaccurate. This incomplete reporting doesn't tell the complete story of what happened, and it's highly misleading. The root cause of this situation is the lack of transparency and communication from your institution regarding the available payment methods. I was not made aware of the Convenience Pay option until there was an issue, and this lack of transparency and communication is unacceptable. Your institution's complicated payment system has caused confusion and delay in my payments, which is not reflective of my creditworthiness as a consumer and highly inaccurate. This lack of transparency and communication has caused me undue stress and financial harm, and I hope that **** takes immediate corrective action to ensure that this situation is rectified.
  
  Given the above, I request that Virginia Credit Union take immediate corrective action to ensure that my personal line of credit is accurately reported to all credit reporting agencies. This should include a request to remove the late payment from my credit report, as the delay in my payments was due to your institution's complicated payment system and lack of transparency regarding available payment methods.
  
  Now that I am aware of the Convenience Pay option, I will be utilizing that method to ensure timely payments on my personal line of credit account. Going forward, I hope that **** will prioritize transparent communication of payment options to its customers to prevent situations like this from happening to anyone else.
  
  Thank you for your attention to this matter. I look forward to a swift resolution and a written confirmation of any corrections made to my credit report.
  
  Sincerely,
  ***********************
   
  

  

  Business Response

  Date: 03/02/2023

  Good morning,

  Please see the attached in response to ********************** rebuttal. We appreciate your patience. 

  Thank you,
  Virginia Credit Union

  Customer Answer

  Date: 03/03/2023

  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.
  
  Dear **** Staff,
  
  I appreciate your response regarding my account, and I would like to kindly request that you consider updating my credit file as a one-time courtesy, given these extenuating circumstances.
  
  As a credit union, I know that your goal is to provide excellent service to your members, and I am respectfully pleading with you to consider my request. I did not receive the notifications you listed, and the slight gap between my payment options, as I have discussed many times, is what caused this issue. I was not made properly aware of the Convenience Pay option under my account until recently, and this caused confusion and frustration. The complicated transfer system that requires me to transfer funds from an external account to the **** checking account and then transfer from the **** checking to the **** is not easy to manage and takes many days to accomplish, which is not as simple as clicking a button to make a payment. I do not agree that the credit agency reporting is an accurate reflection of me as a consumer.
  
  I am deeply concerned that this **** is impacting my credit score dramatically and could potentially undo the years of hard work I have put into building up my credit. This could result in significant financial difficulties for me and my family, as lower credit scores can affect my ability to secure loans, credit cards, and even housing. As a minority and first-generation Hispanic, it is especially important for me to maintain a good credit score, as I support my parents who are unable to work. I already have to deal with unconscious bias and discrimination in many areas of my life, and a lower credit score could potentially worsen my situation.
  
  I want to stress that I am requesting this as a one-time courtesy. I have worked for many years to improve my credit, which was impacted when I was young due to poverty situations and took me many years to build up. This **** is causing me great damage that will probably undo the years of hard work I have put into my credit.
  
  Given these extenuating circumstances, I would be incredibly grateful if you could consider updating my credit file as a one-time courtesy. I have been making payments *************** Pay for the past month, and I intend to continue using this option in the future to ensure timely payments.
  
  Thank you for your attention to this matter. I am pleading with you to consider this request, as it will have a significant impact on my life and my ability to support my family.
  
  Sincerely,
  ***********************
   
  

• Initial Complaint

  Date:02/09/2023

  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.

  I was scammed and I filed a dispute but they would not initiate a proper investigation let alone help me get my money back. I have tossed from one customer service to the other.

  

  Business Response

  Date: 02/17/2023

  Good morning,

  Please find the attached response to our member's concerns. We appreciate your patience. 

  Thank you,
  Virginia Credit Union

• Initial Complaint

  Date:02/03/2023

  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.

  I noticed a fraudulent charge on my credit card account ending in **** on Jan. 31, 2023 and called VACU right away. The banker cancelled my card and stated the charge by 10*CBMRCH8883506781 *********** ** for$199.88 would be removed. I checked my balance the next day and the fraudulent charge was back on my card for $199.88. I do not understand why this fraudulent charge has not been removed and I would like help removing the charge.

  

  Business Response

  Date: 02/10/2023

  Good afternoon,

  I have attached our response to ******************' concerns. A copy is being mailed as well.

  Thank you,
  Virginia Credit Union

• Initial Complaint

  Date:01/24/2023

  Type:Service or Repair 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.

  My mother passed away with a small account balance at this credit union. I am trying to get them to close the account and send me the remaining funds. I have sent them the certified death certificate AND a small estate waiver from the *********** stating that I am legally responsible for my mothers remaining items. They are now asking me to go pay to have a letter notarized requesting the funds. It will cost me almost as much as what is in the account to get a letter notarized. I could understand if my name and address were not listed on both the death certificate AND the small estate waiver both of which are certified. I'm not asking the check to be made out to someone else or sent to a different address. Of all the accounts I have closed and refunds I've requested I have not had to do this anywhere else. And when I spoke to the lady on the phone she hung up on me.

  

  Business Response

  Date: 01/31/2023

  Good evening, 

  Please see the attached response to **************** concerns. This letter was mailed on 1/27/2023. 

  Thank you,
  Virginia Credit Union

  Customer Answer

  Date: 02/02/2023

  [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:12/12/2022

  Type:Service or Repair 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.

  Filed a fraud complaint on my debit card on 12/05/2022 about unauthorized charges. Spoke with card services and they cancelled that card and reissued another. Had multiple charges that totaled over $4,000. ******* from the fraud department called on 12/09/2022 and left a voicemail to call her back about the claim. I called back a few hours later and left a message for her to call back. Never received a call back and this morning I got a notification that the claim was denied. Virginia Credit Union is the worse handling any customer complaints or even responding to calls/emails. VACU should have got information from me to help in their investigation which did not happen. I believe they don't care about their members and only care about lining their pockets. This was definitely a case of fraud and VACU did nothing about getting all the details. As soon as this matter gets resolved I will never have anything to do with them. I went into a branch to receive a temporary card and was told I could not because ******* had a note on the account.

  

  Business Response

  Date: 12/20/2022

  Good morning,

  I apologize for the delayed response. We appreciate your patience and will require additional time to respond to your concerns.

  Thank you,

  Virginia Credit Union

  Customer Answer

  Date: 12/20/2022

  [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:12/06/2022

  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.

  I have noticed that near the end of every year, I have this same issue with VACU. So, I can only conclude that this CU tries to meet or surpass fiscal year earnings by disallowing usual practices in order to charge fees. About a year or so ago, I called customer service regarding NSF fees. I had opted out of overdraft protection, so I was wondering why a gasoline purchase was allowed. The representative advised that since some gas stations only preauthorize $1, despite the actual dollar amount of the purchase, CU allows that purchase to process, WITHOUT an NSF, if you have the $1 in available funds. I can remember reiterating his reply for my clarity. He said that it was sort of like an emergency allowance. So, with this knowledge, I have intermittently used this allowance to buy gasoline when money was tight. In the beginning and middle of the year, there are no fees, but, in October or beyond, fees accrue (monthly statements will show). This October, I used the allowance and was fined, $105 in NSFs. CU reversed those fees as a one-time courtesy, and not because they ALLOW this activity. I did the same in November. On 11/28, I had a $2.36 balance (screenshot available) by 8AM. Shortly after 11AM, I purchased over $25 in gas. On 11/29, I was fined $35. I called customer service on 11/29 (call log available) and spoke with a representative who told me that I should keep a register and NOT rely on mobile banking balances to reconcile, as they do not reflect correctly 100% of the time. She also advised that she would NOT be reversing the fee, as I had already had fees adjusted in Oct. On 12/1, I went to the local branch to explain the situation in person. One of the reps repeated verbatim what I had heard ($1 preauth) over a year ago, but later tried to recant. But, I recorded our session unaware of policy. Upon being made aware, the rep abruptly ended the session and disrespectfully advised no refund. Mobile banking now reflects different transaction dates (SA).

  

  Business Response

  Date: 12/13/2022

  Good evening,

  We have responded to ******************-Water's complaint with the attached letter.

  Thank you,

  Virginia Credit Union

• Initial Complaint

  Date:11/14/2022

  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.

  On November 9, 2022, between 230pm- 3pm est, I used the mobile deposit feature to deposit a personal check from my *********** account into my VA Credit Union account. This check was to cover my mortgage payment that I scheduled to be processed from my VACU account. At 741pm, est, I received an email from *********** asking me to verify the check transaction. It took less than 5 hours for the credit union to communicate with COF to process the check. The check was successfully processed by *********** and the funds were withdrawn from my account with a posting date of Nov 9th. The credit union placed a hold on the deposit until Nov 14th, which I am aware they are able to do based on the federal reserve regulations. I called the credit on Nov 10th to advise the funds had already been withdrawn from my *********** account. My main concern was that the credit union was not going to process the mortgage payment and I asked the agent if my payment would be processed. She stated that the hold would be released on the 14th and my payment would be processed on the 14th. I provided proof via email to the email address provided by the phone agent. I received an email confirmation that my documents had been successfully received and would be forwarded to the correct department for review. I did not receive a follow up email or a resolution email. My mortgage payment was processed on the 14th as scheduled and the hold was removed, however the credit union charged me a $20 overdraft fee for processing my mortgage payment. This is a scam to get additional money from consumers. There was never that disclosure provided to me. The credit union should not be allowed to process debits before they release holds, without a proper disclosure being given to customers. They purposely didn't release my hold so they could charge me the fee. This is unfair, deceptive, and deceitful.

  

  Business Response

  Date: 11/22/2022

  Good evening,

  Please find the attached response to our member's concerns. We appreciate your continued patience. 

  Thank you.

• Initial Complaint

  Date:11/08/2022

  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.

  I put in a request for a credit card limit increase over a week ago and nobody will return my calls after leaving 5 voicemail messages and calling over 25 times.Very poor unprofessional customer service!

  

  Business Response

  Date: 11/16/2022

  Good evening,

  We will need additional time to respond to your request, and greatly appreciate your patience.

  Thank you.

  

  Business Response

  Date: 11/21/2022

  Good morning,

  Please find the attached response to our member. A copy was also mailed to the address on filed on November 17, 2022. 

  Thank you.

• Initial Complaint

  Date:08/10/2022

  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.

  To whom it may concern: I submitted a payment thru bill pay for **************** on February 23, 2022 in the amount of $393.64. I incorrectly typed in the wrong PO Box number. I however had the right Payee and account number listed. **************** never received the payment. It turns out someone cashed the check stamped by Capitol One on the back of the check. I do not have any accounts with Capitol One. I have called numerous times to bill pay to get a status, they either are not following through, or they will indicate that my case is closed without any resolution. I have requested to speak to a manager in bill pay the representative would not transfer me to a manager. I went to a local branch and spoke with a manager there. She was the most helpful but could not assist with bill pay. I have continuously checked the status of reimbursement and to date no reimbursement has been made. I have been advised that they have received the signed affidavit from my payee and this is a lengthy process, its up to the federal reserve to return the money and it could take months. I was under the impression that the ** would be an advocate for their members. This has been going on for too long without any resolution. It does not appear that my money is insured, if It was I would have been reimbursed by now. As whoever cashed the check other than **************** was not an authorized person and it is fraudulent. I spoke to a manager (******) after a lengthy call on 6/21/22 , to paraphrase she indicated that since it was my error the credit union does not have anything to do with reimbursing my account, the credit union does not have money to give away this was a problematic conversation. I have been a member for years and I have open various loans and credit cards. I am not asking the credit union to give away other members money. I am asking for my money back from a fraudulent transaction. I have yet to receive resolution to this complaint 8/10/22. ***********************

  

  Business Response

  Date: 08/22/2022

  Good morning,

  We will need additional time to respond to your request.

  Thank you for your patience.