Complaints

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

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Capital Credit Union has 24 locations, listed below.

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  Capital Credit Union

  825 Morris Ave Green Bay, WI 54304-4525

  
• 

  Capital Credit Union

  201 W Saint Joseph St Green Bay, WI 54301-2354

  
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  Capital Credit Union

  665 N 12th Ave Sturgeon Bay, WI 54235-1250

  
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  Capital Credit Union

  1449 Green Bay Rd Ste 1 Sturgeon Bay, WI 54235-3847

  
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  Capital Credit Union

  911 S Huron Rd Green Bay, WI 54311-8027

  

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:06/05/2025

  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 have had an auto loan through Capital Credit Union since October 2023. A handful of times I was required to provide proof of insurance where I would upload my insurance card through one of their partnered companies portals. I did that on a handful of occasions throughout my loan with no issues. However in March of 2025 I received a letter saying they purchased a $1,700 insurance policy for my car for the month of December 2024. I never received this letter until three months later and I did in fact have full coverage insurance for that month. I have since reached out to ****** C numerous times to rectify the situation and she would just argue with me on the phone not providing me anything on how to fix this. Her attitude is absolutely vile and she does not belong in any work place. I got so sick of trying to resolve it with her I wound up calling on May 3 2025 and spoke with a ****. She seemed much more professional and for the very first time I was provided a phone number to call and provide my insurance info to. I immediately called that number after speaking with **** and was on hold for 30 minutes just to be told they couldnt verify it with my insurance card and I would have to call my insurance and get a written letter stating I had proof of coverage. Once I spent another hour of my time getting that I called back and was told to email my documents. I did that and havent heard anything back. This needs to be resolved asap as Im collecting more interest and falling behind on payments. I had insurance at that time and have all the needed documentation so there was no reason to take out a $1,700 insurance policy. Im asking that I have the full amount of that policy taken off my loan plus the interest accumulated. It maybe wouldnt hurt to fire ****** C either.

  

  Business Response

  Date: 07/01/2025

  We have made numerous attempts over the past couple of weeks to contact the member and request updated and valid insurance documentation, which is required for their vehicle loan. Unfortunately, despite these efforts, the necessary documentation has not yet been received. Its important to note that we are fully committed to working with the member and stand ready to move forward as soon as the proper documents are submitted.

  Customer Answer

  Date: 07/01/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Claiming that I did not provide needed documentation is incorrect. On June 11 2025 I Emailed copies of all requested documents to ***. This was also sent to an email **** from customer ********************** provided on June 5. I spoke with *** again on July 1 and he explained to me that Capital Credit Unions parter Alliedsolutions was unable to verify it. I am still left with a bill for a $1,700 insurance policy that was not needed and involuntarily taken out.]
  
  Regards,
  
  ****** ******

  

  Business Response

  Date: 07/02/2025

  At this moment, the provided insurance documentation has been unverifiable with the insurance carrier. Once verifiable documentation has been provided, we can proceed to work with the member to resolve the situation.

  Customer Answer

  Date: 07/02/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Ive already sent an insurance card and a declaration of insurance letter from Geico. There is no more information you guys need other than crediting me $1,700. I also reached out to *** multiple times today and went straight to his voicemail and never received a call back.]
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:08/27/2024

  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.

  I had made a credit card payment from what I thought was my savings account, *********** money was withdrawn from my checking instead, ******. This was not my plan and resulted in from my math $195 in overdraft fees as I was not planning almost $2,000 to be pulled from my checking.The bank account I have in file with my credit card company clearly states for the money to be pulled from *******. I called Capital and they said 20******000 is my saving account number and my account number is *******. I have never had this issue before and have always used ******0 as my savings account number. Even so this ******* number is NOT my checking account number.If the savings account and checking account number are not an exact match to either of my accounts the payment should have rejected not have been pulled from a non matching account.

  

  Business Response

  Date: 09/20/2024

  Our branch manager was able to speak to the member on 9.20.24. Fees were refunded 8.28.24. He understands what needs to be done on his end and plans to use the full account numbers in the future.  He was very nice, calm and stated he the matter has been resolved. Thank you.

  Customer Answer

  Date: 09/20/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I appreciate Capital seeing my side. Their explanation made sense. I have been using the same numbers for decades and am actually surprised this issue hasnt happened sooner considering the circumstance.
  
  Regards,
  
  ***********************