Complaints
This profile includes complaints for Arizona Central Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 10 total complaints in the last 3 years.
- 8 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:01/09/2025
Type: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.
Credit Union indicated that WebConnect Banking will be restored by 11/5/******* has not been restored since I can not download my bank statement into QuickBooks. Prior to the shutdown, there was no problem downloading bank statements. I have spent hours on the phone with QuickBooks, and everything they tried did not work. I have contacted the ***
Business Response
Date: 01/10/2025
It is regrettable to hear Mr. ***** has been unable to perform this transaction and apologize this has not been escalated sooner to identify a resolution. It is not a widespread issue. He should e-mail ********************************************* and provide good contact information so we can communicate with him at his convenience. In the meantime, we will begin working on resolving this issue immediately.Initial Complaint
Date:12/10/2024
Type: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 made a payment on my 2nd mortgage on 11/26 for the total amount of $330.00. My monthly payment is $320.60. Arizona Central Credit Union processed the payment (see attached) On Dec 10th, I spoke with ***** and was advised that my payment went to my saving account instead of my loan. I was not advised of this until the phone call. I was told that there was emails regarding this which I don't have and don't see it in any disclosures that I have online. They said it is due to a computer upgrade tht the payment and all late fees must be paid or the payment goes to my savings accounts. This is something that took effect after the upgrade to they computer systems. I have paid late before and not paid the fee and it never went to my savings. They said when I sign in you can see that it goes to your savings. I don't even show my savings account when I log in (see attached) I don't even know where my payment went as it was never applied to my loan payment. I am now showing 39 days late when payment was made before the 30 days. I was told I had to pay the late fee before anything gets applied. I would like my payment applied to my account on the day it was receved 11/27. I don't have any communication that the payment went to my savings instead. I don't even show a savings account. I would like it to also show that I was not 30 days past dueBusiness Response
Date: 12/11/2024
Ms. ******** is correct, our new technology platform will not post an incomplete payment, which would include a late fee when paid past the grace ************* After researching the situation, regretfully, we did not send the e-mail notification and have waived the late fee for this payment as a courtesy and posted her payment effective 11/27/2024 as requested. She is also correct that our previous platform would accept payments without collecting the late fee and as a result, these fees will be collected when the loan is paid off. Currently, her payment due is $320.60 until the grace ****** expires on 12/16/24, then a late fee of approximately $17.00 will be required to make the payment and advance the due date. All her loan information is disclosed on her monthly statement. *************** would like to discuss any of this information, she may contact ******************************************* with a time that is convenient for her. We apologize for the inconvenience caused by this situation.Initial Complaint
Date:11/06/2024
Type: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.
11/1/2024 We got notified that the system was going to go down starting at 12 AM on 11 one and would be down for an upgrade until 11/4 It is now 11/6 and I still cannot get access to any of my bank stuff online. I even called and they have no time guessing when this will be completed.Business Response
Date: 11/07/2024
This technology upgrade has been in process for over one year. In preparation of the upgrade being implemented the weekend of 11/1/24, we began communication in July, 2024. And to confirm, Ms. ******* has an e-mail on file with the credit union. These are the dates we sent e-mails to all those with an e-mail address, or a mailed notification to those who didn't: 7/1/24, 8/13/24, 8/30/24, 9/19/24,9/24/24, and 10/22/24. We create a landing page on our website for the Technology Upgrade that went live on 7/1/24; this page was updated on 9/1/24 and included all the specific details of the services impacted and solutions to eliminate inconvenience. A list of FAQs was also included. A home page banner was added on our website on 10/1/24 directing members to the Technology Upgrade page. We placed an announcement on our phone system on 8/1/24; this was updated with on 9/1/24 and 10/1/24. ************ posts began on 10/1/24 across all our channels; ********* Instagram, LinkedIn and X (formerly *******). Branch signage, along with flyers on how to avoid inconvenience, were placed on 10/1/24. A special phone announcement was placed before our Welcome Greeting on 10/28 and was updated as necessary. Inserts were included in our monthly statements beginning with July, 2024 statements. We currently do not have a text message platform.
Our online banking was restored at approximately 2:00 p.m. on Monday 11/4/24. However, we have had issues with different vendors' connections to that platform and have taken it down for short periods of time to install fixes to ensure the information we are providing is accurate. We apologize for the service interruption and inconvenience Ms. ******* has experienced.
Initial Complaint
Date:11/02/2024
Type: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.
Arizona Central Credit Union has shut down online banking, auto bill pay, auto deposit, teller access to account information and our debit cards may or may not work-from ******* 31st at close of business until atleast 11/4. I recieved no direct customer communication about this shut down. No texts or emails. I can't pay my rent or access enough cash without high fees to pay it. I can't offer a check because my landlord's bank might have it bounce due to lack of access. I have two bills on auto pay that are due this weekend...they will not pay out. I will now have to call and try to convince these companies that yes, my credit union shut down my access to my money for 4 days, without letting me know. I found one post 10 days ago on ********, and several yesterday. The earlier post doesn't mention bill pay, or zelle issues. I found posts on instagram when I searched for yesterday only. Is this legal? This is unheard of. I have attached the image i found on the credit union's website tonight when I went to pay rent and could not access my account.Business Response
Date: 11/07/2024
This technology upgrade has been in process for over one year. In preparation of the upgrade being implemented the weekend of 11/1/24, we began communication in July, 2024. And to confirm, Ms. ******* has an e-mail on file with the credit union. These are the dates we sent e-mails to all those with an e-mail address, or a mailed notification to those who didn't: 7/1/24, 8/13/24, 8/30/24, 9/19/24, 9/24/24, and 10/22/24. We create a landing page on our website for the Technology Upgrade that went live on 7/1/24; this page was updated on 9/1/24 and included all the specific details of the services impacted and solutions to eliminate inconvenience. A list of FAQs was also included. A home page banner was added on our website on 10/1/24 directing members to the Technology Upgrade page. We placed an announcement on our phone system on 8/1/24; this was updated with on 9/1/24 and 10/1/24. ************ posts began on 10/1/24 across all our channels; ********* Instagram, LinkedIn and X (formerly *******). Branch signage, along with flyers on how to avoid inconvenience, were placed on 10/1/24. A special phone announcement was placed before our Welcome Greeting on 10/28 and was updated as necessary. Inserts were included in our monthly statements beginning with July 2024 statements. We currently do not have a text message platform.
Perhaps the e-mail Ms. ******* has on file with the credit union is one she does not monitor frequently. I am not able to disclose it in this communication but can confirm it is not the same e-mail she utilized to submit this complaint. It is unfortunate that Ms. ******* missed all of these communications and regret this short service interruption negatively impacted her; that was never our intent. We value our members and appreciate their business.
Customer Answer
Date: 11/07/2024
I reviewed all of my recent statements and none have any mention of this effort. Nothing I have seen notes the urgency of customers review the update process. I can only go back to early September to review deleted emails. None mention this effort.
YOur decision to do this on a Friday at the end of the month was terrible planning. Customers live pay check to paycheck. We can't tell our creditors that they will simply have to wait for payment. Many landlords will not wait either. I'm one of the lucky ones. Only one bill got stuck until the 6th ( two days beyond your shared plan).
No worries. I and many others will likely leave ******
Business Response
Date: 11/08/2024
Ms. ******* has not indicated she incurred any late fees due to the technology upgrade. We have discussed these situations with members and resolved their individual situations to their complete satisfaction. We are unable to discuss her account relationship in a public forum. ************** would like to discuss her personal situation with us, she may e-mail ********************************************** with her contact information and a good time for us to reach out, we would absolutely resolve any issues she has.Initial Complaint
Date:10/31/2024
Type: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 given me nothing but grief after I reported fraud on my debit card. I have talked to the *** of **************** directly. Although I appreciate their apology, I am demanding action. I received nearly $135 worth of fees on my account. After I asked for a review, I was simply told they can make no promises. Then I was left on READ. That's unacceptable from someone with that type of title and completely unprofessional. So again, I am asking for a review of fees on my account and resolution. They are well aware of the issue with my account.Business Response
Date: 11/07/2024
I have reviewed Ms. ******* account history. While we did not complete her request for a new card timely, that was not the cause of the fees being charged to her account. The fees were assessed properly and as disclosed. However, I believe there are a couple different solutions to assist Ms. ***** to avoid being charged these fees. We are available to discuss solutions with her, and if she acts upon these solutions, we will refund the amount she is requesting. She may reach out to ********************************************** to provide us her availability to discuss options.Customer Answer
Date: 11/07/2024
The business can contact me. Ive already tried to work this out with them multiple times. Also, this if you do something for us we will do something for you attitude is bizarre. Poor business practice. If you just made it right, ** probably bring my business back to you. You holding the fees over my head is uncalled for.Business Response
Date: 11/08/2024
We do not refund fees that were charged properly and not caused by a merchant or credit union error. This refund would be a courtesy to Ms. ***** for modifying her account activity to avoid future fee assessments, which will ultimately benefit her in the long run, saving her a significant amount of money because she is habitually assessed these fees. It's unfortunate she doesn't perceive this as a benefit and a fair long term solution.Customer Answer
Date: 11/14/2024
Habitually? Wow. You just lost my business all together. Ill be closing my account first chance I get to go in person.
16 years Ive done business with you and you cant help but attempt to be ***** and slight me each chance you get. Very sad.
Initial Complaint
Date:10/22/2024
Type: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.
c/o ************************************ ************************************************************************************************************************************************************************************************************, nearby [85719]non-domestic ATTENTION: **************** Arizona Central Credit Union 2020 N Central *************************************************************** Date: October 22, 2024 RE: Application Denial under 15 USC 1602 and 15 USC 1691a ******************** Officer,I am writing to address the non response pertaining to my business application for Small Business Checking Account on or about June 20, 2023, and the subsequent denial of my application for a new account. I am conditionally accepting your decision, pending receipt of verification of the legal basis for this denial. I respectfully request that you provide the specific factors and supporting documentation that led to the closure and rejection, along with proof that you possess the legal authority to retract my ************** is important to emphasize that the Equal Credit Opportunity Act (15 USC 1691a) grants me the right to access credit. Denying this access without valid and lawful reasoning could constitute a violation of federal law, potentially amounting to discriminatory practices. Moreover, withholding access to my account could be seen as securities fraud under the relevant statutes.Given the circumstances of your denial, which appears to be in violation of both the Equal Credit Opportunity Act and the Consumer Credit Protection Act (15 USC 1602), I formally request that you reconsider and retract your decision to deny my application.I trust Arizona Central Credit Union will act in good faith and resolve this matter promptly, in full compliance with applicable laws. I look forward to receiving your timely response and the necessary documentation supporting your ************* regards,******** **** Without Recourse, All Rights ReservedBusiness Response
Date: 10/23/2024
Good Afternoon. We have found 2 attempts at membership for Mr. *********** We see what appears to be an application for business services on 6/15/2023. We reached out explaining business memberships need to be opened in person and not through the online application process. We never received any follow up from our response. His application was not denied.
In addition, we received a personal application for membership on 8/6/23 and it was abandoned by Mr. *********** It was auto-cancelled on 9/13 due to no response. He was not denied.
I want to reassure Mr. **** if we are denying him for membership, we send an Adverse Action notice explaining why the application was denied and the agency who provided the information to us. Mr. **** did not receive this notice because neither of his applications were denied.
If further information is required, please contact me. Thank you.
Initial Complaint
Date:09/06/2024
Type: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.
Incorrect credit reporting. Poor communication. I have shown them proof of my payments three times now. They continue to report my account as delinquent when I have made all my payments on time.Business Response
Date: 09/07/2024
While privacy policy requirements prevent me from getting into too much detail, we do acknowledge receipt of the amounts Mr. *********** has included with this complaint. Unfortunately, he is not meeting the requirements of his loan at this time, after multiple notifications. We ask ******* to please contact **** ******, Assistant Vice President of Financial Resolution to identify solutions. He may reach **** at ************. Thank you for your consideration.Initial Complaint
Date:08/22/2024
Type: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.
Im lost my job.I am past due on my mortgage. I am trying to get caught up. They refuse to work with me in any way. They wont take partial payments they wont let me ***** in any money, and they are essentially forcing me into foreclosure. I have called many times, sent emails, and chats in the app. I have been hung up on and abused verbally. I am getting no help. If a business is going to force people into foreclosure, that is not a good business.Business Response
Date: 08/24/2024
Good Afternoon,
We have completed our investigation into ***************************** complaint. Due to the nature of his complaint I am unable to provide specific details in compliance with our Privacy Policy.
I will confirm we have regularly communicated with and counseled ******* with answers, explanations and strategies to his questions. If he would like to discuss his situation further, we are happy to support him in any way we are able. He may reach out to *********************, Assistant Vice President at ************.
Thank you for your understanding.
Initial Complaint
Date:02/01/2024
Type: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 wife called on 1/31/24 at 16:55. She talked to ******. All I wanted to do was be taken off their mailing list. Easy right? Nope. She would only take me off their mailing list if I gave her my social security number. Can someone please explain to me why my SSN is required to do this simple act?Business Response
Date: 02/06/2024
Dear ************, in this day of identity theft and account takeovers, when members call, for any reason, we verify their identity to ensure we are speaking to the correct individual. And while we understand your frustration when calling for the simplest request, conversations often migrate to address specific account information which is why we confirm the identity of the caller, every time. To avoid this frustration, if you logon to eBranch, our home-banking application, and initiate a secure chat your identity is already confirmed and you will not have to reconfirm your information. Our security procedures have thwarted a multitude of account takeovers and protected member assets.
Please accept this as confirmation that you have been removed from marketing communications.
We appreciate your business and ongoing support of AZ Central Credit Union.
Customer Answer
Date: 02/06/2024
Better Business Bureau:
I have reviewed the response 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.
Regards,
*******************
Initial Complaint
Date:10/02/2023
Type: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 tried to place an order for new checks with ***************************, the company that AZCCU uses, and have my mailing address updated on the checks only to be told that you have to call the financial institution to do that, no big deal right? Well, after contacting the main number and speaking with a representative, waiting over 30 minutes to speak with someone, I thought that everything was taken care of. After waiting over 30 days, no big deal I still had roughly 5 checks left, I never received the package only to call *************************** to find out what was going on, then being told that the address was never updated and they were sent to the old address. I then called AZCCU to wait again for over 30 minutes only to be told that yes, it was their error and that the teller never updated the correct address. I told them that I have waited over a month for the checks and that since it was their error they needed to replace the checks at no cost to me and for the Credit Union to pay for the expedited shipping. I was then placed on hold again and when ****** arrived back she informed me that they would not cover the expedited shipping. after asking to speak to a supervisor I was told no one was there to help, only until I told them I was on my way to cancel my accounts was someone available to authorize the shipping. After waiting 5 more days for the checks and another ************************************************************************** over 13 years the post office has never refused a package of mine let alone one you have to sign for.I was told no one knew why that would be and they could not offer any help or solution. Then after closing the accounts I was not even allowed to get all my money back in cash as requested. The manager then took another customer in her office, whom she knew personally, only to have that customer come out yelling at me after not knowing the situation. It is with no doubt she discussed the situation with the man she personally knew.Business Response
Date: 10/10/2023
I have completed the research into the details of **************** complaint. Unfortunately, **************** description of our multiple failures at ordering his checks is correct. We fell far below our services standard and have addressed our shortcomings with our team to ensure this situation does not reoccur. When ************ came in to close his account, he wanted all his funds in cash. Unfortunately, for large cash withdrawals we often times are unable to make them without prior notice. We explained this to ************ and offered an amount in cash with the remainder in a Cashier's Check, or he could wait 2 days for our next cash delivery to receive all his funds in cash. This scenario further frustrated ************* This is where **************** description of the situation and the credit union's cease to align. I will not address his account of our manager's and another member's behavior, because his description is inaccurate and his membership with the credit union is closed. The opportunity for resolution is passed. We are sorry for our failures and if ever ************ provided the opportunity, we will do better.Customer Answer
Date: 10/10/2023
Unfortunately this information is not entirely accurate. The accurate part is that AZCCU did in fact s**** up, yes admitted by their own accord. However, was is not correct is the fact that when I requested the money in cash I was informed that they could not do that in full but that they could offer some in cash and the rest in an official check or I could wait a week and receive the rest in cash when they ordered it instead of the check. As to the actions of the employees that is also incorrect. The manager was in no way interested in me keeping my account there as the teller was trying to offer solutions or an explanation. On an end note, I did finally receive the checks, almost two months later, after the initial request, and nearly two weeks after the replacement order was supposed to be overnighted. It really is in your best interest to keep your money away from an Institution that is supposed to be member based and then fail to recognize that member, just their financial matters.Business Response
Date: 10/11/2023
Again, we wish ************ well and regret that we did not meet his expectations.Customer Answer
Date: 10/11/2023
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