Complaints

This profile includes complaints for Credit Union 1's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Credit Union 1

  1941 Abbott Rd Anchorage, AK 99507-3448

• 

  Credit Union 1

  2444 Hemlock Ave Anchorage, AK 99901-5832

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:12/28/2024

  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 get quarters for laundry from cu1 and continue to get shorted or coins that aren't from within the **. They won't exchange them nor replace them, unless the rolls are opened in front of a representative. Super irritating since they accept the rolls without knowing what's inside of them and hand them out to people.

  Business Response

  Date: 01/02/2025

  Good afternoon,

  CU1 received the complaint and have addressed the issue with the Fairbanks Branch. We sincerely apologize this occurred and welcome the member back to the branch to exchange the coins. 

  It is not our intention or goal to give out foreign coins, but will make the exchange to ensure the member receives the accurate coins/currency especially when received from our establishment. 

  Please let us know if there are further questions or concerns the member has.

  Thank you.

• Initial Complaint

  Date:06/04/2024

  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 was never mailed a paper statement with the account balance, payment amount, and due date.I had this loan since the end of April. On my paperwork from the car dealership, there was no CU1 account number.I did not receive a statement in the mail.I knew payment was due June 1st.On June 1st I attempted to call CU1. No answer Cu1 was closed. I attempted to go online, but there was no way to log in without an account number.I called Cu1 on the 1st business day, which was June 3rd and spoke with ***************** this was when I was able to obtain the information I needed Talking with CU1 there is nothing in my account that reflects a statement issued, mailed, or provided to me by **** mail or on the online account services. Nothing. I was directed to "eDocuments", and there is no billing statement on the website. I asked the ******** Service agent, why I did not get a statement, and the answer I received was... possibly after the first payment a statement would be generated.There is nothing on the online services for e-statements or to view an accounting billing statement for a car payment or balance. I am not referring to the loan, but a consumer notice of a billing and payment statement. As a consumer, how do I know, HOW to make a payment and when the due date is for that payment amount? As a consumer, there is a disconnect between providing a consumer with a billing statement and payment. The loan amount or value is $40,696.50 and the payment amount is $667.31.Attached: pg.1 Dashboard, and when you click on "pay" pg.2 which only reflects make a transfer, scheduled, activity, more actions, and pg. 3 the last screenshot is eDocuments. None of these online pages provide a billing statement.

  Business Response

  Date: 06/14/2024

  Please see the attached letter being sent to ********************.

  Thank you very much.

  ***********************, CEO/President

  Credit Union 1

• Initial Complaint

  Date:01/23/2024

  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 an accident in December of 2022 totalling my vehicle i had purchased from ******** with a Credit Union 1 loan, with the dealer having set up the *** insurance. The car was taken from me at that time, Dec. 22 by ***** after the wreck, I do not understand why, but ***** did wait 6 months to send the check to Credit Union 1, but I stayed in communications the whole time and did as I was instructed ,assured all was well. and I reported everything to both ********, requesting that they activate gap, and the bank who requested I go to the dealer to have the Gap activated in December 22. They expressed that everything was taken care of. *** they say I cancelled my gap insurance in June of 23, thats six months after the accident for one, I never cancelled anything, and that happens to be the same time as Credit Union 1 cashed Geicos check, it makes no sense. ******** of *********, the dealer, now says I hit the wrong button on a website when requesting my auto warranty returned? I do not agree with that ,and if so, with all the reaching out I did, why couldnt they have figured such a small detail as a mistaken box checked on a form hit 6 months after the accident and strikingly exactly as the check came in from GEICO. ******** told me they activated the gap. I do not know why they waited until June nor who cancelled it, I do know ******** had an employee go into the gap account in August and tried to reopen it, and I am saying they are the ones who cancelled the gap in June. But regardless,The accident was in December the year before, so...car was taken by GEICO in December of 22 after the accident.In November 23 I get a call from Credit Union 1 bank stating they want to know my address so they can reposses the car, that has been gone nearly a year and paid off by *****. They threaten legal action. I contact everyone again and am ignored and given runabouts. *** I am being taken to small claims court for a repossesion, thats false, the car was totalled. thanks

  Business Response

  Date: 02/01/2024

  Please see the attached response to ************** regarding her complaint.

  Please let me know if you have any further questions.

  Sincerely,

  ***********************
  CEO/President
  Credit Union 1

  Customer Answer

  Date: 02/01/2024

   
  Complaint: 21184869
  
  I am rejecting this response because: This is not an accurate representation of the issue nor the timeline, I suggest the *** look deeper. I have been in steady contact since the car was totalled in December of 22, and the vehicle was never repossessed, it was totaled and paid for in full by Geico and Swickards(dealer) nor the Gap nor Credit Union 1s timeline matches the events. I had Gap and was in steady communications with both ******** and Credit Union 1 about this until I was assured it was taken care of and called again in August, and it was finished. Until November when your bank employees called me a liar and said they were coming to take a car I had not had for near a year...Look Deeper please. 

  as well, never was any letters nor requests for anything ever sent to me, messages nor mail. I reached out from December through June, I contacted everyone after November when your unfounded threats began.

  As well, you were paid out by ***** in May 23 and you waited until late June, did that mess up the Gap? Did your company make a mistake and is passing it onto the customer here? It looks and feels that way
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 02/02/2024

  It seems to me that this is a procedural mistake made between these companies that they never resolved even though they related to me for months that it was being worked on and didnt seem to be a huge issue. It is obvious that the car was totaled in December of 22 and not defaulted on, I held Gap until June of 23 for some reason even though the car was totalled in December, none of this makes sense, even Swickards, the dealer, attempts on their own in my name to activate and de activate the Gap thru June and August seems odd to me, the car was paid off in May and Gap should have been activated as it was told me by ******** that it was. ***** took the vehicle for inspection in December 22 when the accident happened and paid it off fully by May23. I requested and paid for the Gap starting in December of 22, then discussed it again in June and July and August with both the dealer , ********, and Credit union one. Then in November they threaten me and act as if I stole the car and they say they are coming to my house to take it? I communicated with the bank and did all things asked of me at that time and reached out ad was assured they were looking into it. Then they illegally credit reported on me that my car was repossed. The vehicle left my possesion in December of 22, as far as I was concerned the vehicle was gone, it was totalled and I declared it to all parties and was assured several times that this was resolved, but it kept coming up. Now ******** says the Gap was closed due to full total, but they never paid. I have never gotten anything from the ************ ******** didnt even want me to communicate with them, saying itt would double the issue and make it complicated. This needs to be resolved. I am 23 years old and before this incident my credit was in the 700s and they have sytematically ruined it, I need that fixed in any resolution offered. I will attach the Geico paper they sent me.

  *****************************

  Customer Answer

  Date: 02/15/2024

  I have resolved this situation with Credit Union 1 to my satisfaction.

  thank you

  *****************************

• Initial Complaint

  Date:01/11/2024

  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.

  This bank has made it difficult to pay my loan through online transfers. Because of a dilinquincy on a loan. I called and asked for this transfer block be removed to pay it and they said no problem. Well wasnt able to make payment. Then I emailed and called multiple other times. No solutions. No help. Said they have the right to do so because I signed the loan agreement. No where on the loan does it say they can do that and I confronted them. Then they got mad and when asked to speak to a manager I was put in hold for 10 minutes before I hung up.

  Business Response

  Date: 01/23/2024

  To Whom It May ****************** recently received a notice from the Better Business Bureau that Mr. Kodi Straight filed a complaint regarding the ability to make online payments and his delinquent loan. The BBB complaint ID for this case is ********.
  
  Attached is the written response sent to Mr. ******** on January 23, 2023.
  
  If you have further concerns or would like to request more information,please feel welcome to contact me directly any time.
  
  Sincerely,
  
  ***********************
  President/CEO
  **************

• Initial Complaint

  Date:09/20/2023

  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.

  On May 8th 2023 I spoke to ********************** and paid Credit Union 1 a total of $17,677. This amount was the total balances on both my credit card (closed/charged off), my unsecured loan (closed/charged off), and it also paid $2500 towards my auto loan. I know that it can take ***** days for credit reports to be updated, so I actually waited until August before I called CU1 to follow up and ask why both closed accounts were still showing the full balance amounts as charged off. At first they were asking if Im calling in reference to my credit card with $300 balance. I advised I have no unsecured balance with them, I paid them all off 3 mos ago It took several days for anyone to be able to figure out what was going on, at which point I was told that they were going to put in the request for the balances to be updated and a member services representative would call me back to explain everything. Of course, nobody ever called me back, so weeks later after my credit report still was not updated, I called Jocilen directly and asked what was going on. She explained that my payoffs werent reported to the credit bureaus until I called in august because of an issue with a system change. The system change also incorrectly accrued $399 of interest on the closed credit card, but they dont charge interest on closed accounts, so this issue would be fixed. I advised her that at this point they were violating my rights under the ****** at which point she transfers me to her supervisor who stated she doesnt think that to be the case & that she is resubmitting the request to the credit bureaus. A few days later, the balances were updated, however, my credit card remains the incorrect balance of $399 on the credit card. I have emailed to follow up with ******* twice (once on August 23rd & again on August 25th) on this with no response. PLEASE HELP!!!

  Business Response

  Date: 10/05/2023

  To Whom It May ****************** recently received notice from the Better Business Bureau that Ms. ***********;********** filed a complaint regarding the status of her Credit Union 1 account. The ******************** complaint ID for this case is ********.
  
  Attached is the written response sent to ************************ on October 5, 2023.
  
  If you have further concerns or would like to request more information, please feel welcome to contact me directly any time.
  
  Sincerely,
  
  ***********************
  President/CEO
  **************

  Customer Answer

  Date: 10/09/2023

  Complaint: 20631019
  
  I am rejecting this response because my credit report still has not been updated. Its been 5 months since these unsecured accounts totaling almost $20K were paid off, and I am still reflecting a $399 balance that I was told I dont owe. 
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 10/30/2023

  October 30, 2023
  
  To Whom It May ****************** recently received a second notice from the Better Business Bureau that Ms. Kaylee ********** needed more information regarding the status of her Credit Union 1 account. The ******************** complaint ID for this case is ********.
  
  Attached is the written response sent to ************************ on October 30, 2023.
  
  If you have further concerns or would like to request more information, please feel welcome to contact me directly any time.
  
  Sincerely,
  
  ***********************
  President/CEO
  **************

  Customer Answer

  Date: 10/30/2023

  Complaint: 20631019
  
  Mark,

  I am rejecting this response because my credit reports with Transunion and Equifax are still reflecting an incorrect balance of $399 as of today.

   

  I hate you (clearly) see this situation as not your problem, and think I need to figure it out myself with the bureaus, however, the issue remains that I paid the account in full in MAY (and advised I intended to PAY OFF the account in full. In no way is it my fault, nor should it be my problem, that this interest was added incorrectly. I followed up with your team multiple times over the past three months begging to get the account balanced updated, this dispute and problem clearly has not been treated with the urgency nor seriousness it deserves from the very first time I called after waiting 90 days and my balance not updating at all.
  

  The issue remains that Credit Union 1 dropped the ball, and is still dropping the ball, on Properly reporting my account balance that was paid nearly six months ago. I sold my home in order to pay off my debts, which I did. However I am unjustifiably still showing a balance on this charged off account that I have actually rectified. 
  

  much less importantly, I would like to mention I find it highly unprofessional to upload your response in the form of a letter labeled as upset about Credit report and late fees ???????

  *********************************

  Business Response

  Date: 11/07/2023

  To Whom It May ****************** recently received a third notice from the Better Business Bureau that Ms. Kaylee ********** needed more information regarding the status of her Credit Union 1 account. The ******************** complaint ID for this case is ********.
  
  Attached is the written response sent to ************************ on November 7, 2023.
  
  If you have further concerns or would like to request more information, please feel welcome to contact me directly any time.
  
  Sincerely,
  
  ***********************
  President/CEO
  **************

   

• Initial Complaint

  Date:04/08/2023

  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.

  Cu1.org still can't access my account. The verification code doesn't come to my phone or when it does the previous screen has expired. Does CU1 know what I'm trying to do? Yes, access my account to be a responsible consumer. Again, I asked about 5 times at the branch to have my account fixed. Please have cu1 correct.! They are CAUSING SPECIFIC DAMAGE!!!!*************************

  Business Response

  Date: 04/17/2023

  April 17, 2023
  
  To Whom It May ****************** recently received notice from the Better Business Bureau that ************** filed a complaint regarding the status of his Credit Union 1 account. The BBB complaint ID for this case is ********.
  
  Attached is the written response sent to ************** on April 8, 2023.
  
  If you have further concerns or would like to request more information, please feel welcome to contact me directly any time.
  
  Sincerely,
  
  ***********************
  President/CEO
  **************

  Customer Answer

  Date: 04/25/2023

   
  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. 
  
  I am going to finalize this as resolved however I'm still not able to access the **** I received a certified letter from *********************** that all account problems have been resolved on Saturday.  Monday morning 9:03 am I was not able to access the **** I wrote ***************** Monday morning. As well 4 days later I was not able to access *********** ATM or drive up. The account is not accessible.
  
  So yes, the lack of access has caused damage to me financially. 
  
  This complaint is resolved. I'll be using a different credit union. Thank you. 
  
  *************************;
  
  I will be depositing money into ****** *** for overdraft protection resources for ***** Fargo and do not need the Credit Union 1 ATM services. 
  
  I overdrew ***** Fargo because I was not able to access Credit Union 1 ATM for a Citi card payment and for $40 for a haircut. 
  

  
  

  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/12/2023

  Type:Order 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.

  Made an agreement for a fee to be paid to put accounts into fully active status that has been being processed for the last year , I contacted cu1 , member services is telling me I will not be able to access or get the results of the original agreement , due to an offer I was never notified of , I do have the amount i and management had spoke of and now I feeel like Im being put on the back burner with a complete disregard for the good faith standing we had established prior to this last individual who has no clue about the process of elimination its taken to get to this point ! So if we could finalize these accounts by today would be sufficient to our agreement priorly agreed upon ! And get both of us back on track as a loyal member and a loyal bank with good faith !!

  Business Response

  Date: 01/23/2023

  Good afternoon,

  Please see the attached letter sent certified to the complainant. 

  Thank you.

  ***********************

  President/CEO

  Credit Union 1