Business Profile

Credit Union

Credit Union of Colorado

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Complaint Details

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Initial Complaint
01/28/2025
Complaint Type:
Service or Repair Issues
Status:
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.
1/27/25 wire transfer initiated 1400mt. All accounts locked 1/28/*********. Called support and they said fraud department needed more information, I provided that information.1300mt all logins locked again. I called support and they said they needed more information, I provided the information. 1630mt wire transfer was denied because this is going to an employee and they said this is a personal account which is all correct. That is not a valid reason to deny an urgent wire transfer and it was over 26 hours after the wire was initiated in person at the local branch.
Business response
02/05/2025
Dear **** *******,
Thank you for reaching out to share your concerns regarding your recent experience with Credit Union of Colorado. We value your membership and strive to provide exceptional service. After thoroughly reviewing your account and the details of your complaint, we appreciate the opportunity to address your concerns and provide a timeline of the events that transpired:
On January 27, 2025, a wire transfer was initiated at the ********** branch. As the request was submitted after the 1:00 PM MT processing cutoff, it was scheduled for processing the following business day, January 28, 2025. Later that afternoon, the Payments Team identified a need for corrections to the beneficiary information, which were promptly updated the same day.
On the morning of January 28, 2025, additional details regarding the wires purpose were required to proceed with processing. At 12:47 PM, branch records indicate that limited details were provided, and the requested information was declined. As a result, the request was escalated to the Risk/Fraud Team for further review. At 3:22 PM, temporary account restrictions were placed as part of this review process, which were removed by 4:30 PM.

At 4:02 PM, the wire purpose was noted as "for an employee to make a business purchase." Based on this information, the Risk/Fraud Team determined that the transaction involved business activities being conducted through a personal account, which is prohibited under membership account disclosures. As a result, the wire transfer was denied.

We understand the frustration this may have caused and apologize for any inconvenience. While no fees were charged for this transaction, we encourage a review of account terms to ensure compliance with applicable policies.
If you have further questions or need clarification on any of the points outlined above, please do not hesitate to contact us directly. We are here to assist you and value your continued membership. Thank you again for taking the time to share your concerns with us.
Sincerely,
Credit Union of Colorado
************
Initial Complaint
01/16/2025
Complaint Type:
Product Issues
Status:
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.
My loan account was closed in violation of **** while I was on active military duty. Credit union did not get approval from court before doing so. I Demand this account & negative remarks deleted from credit 50 USC 3919
Business response
01/22/2025
Subject: Response to Your SCRA Concerns
Mr. ******,
Thank you for reaching out regarding your SCRA concerns related to your loans with the Credit Union.
After careful review, we have confirmed that the Credit Union is compliant with **** requirements. Your loan rates were reduced during your active-duty period, as mandated. Upon receiving notification that your active-duty status had ended, we provided a 45-day notice requesting confirmation if this information was incorrect. Since we did not receive a response or proof of continued active duty, your loan rate was reverted to the original terms as outlined in your agreement.
Additionally, all information reported to your credit report accurately reflects the status of your loans with the Credit Union of Colorado.
Sincerely,
Credit Union of Colorado
************
Customer response
01/22/2025

Complaint: 22821711

I am rejecting this response because:

I provided all information to the credit regarding my service . Since I didnt receive any email of contact through the military, adequate notice was not given to me. The credit union is required by law to use the military system or assign me an attorney if they were unable to reach me to determine my military status. As the violation stands in court the credit union was non compliant and instead of asking the court to place minimum fines on the credit union its best to close and delete the account Im satisfied with that.
Sincerely,

******* ******
Initial Complaint
02/06/2024
Complaint Type:
Billing Issues
Status:
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.
I regret to inform you that CUOFCO Bank has refused till date to response to my complaint and questions relating to the withdrawal of $ ****** from my personal account ending in ****by ******************************** from my Saving account ID 02 which she was not joined with me in this account. Notwithstanding this, ******* had closed her Joint account with me ID 01 and ID 08 on April 10, 2023, and yet she had access to go into my account and with draw a total of $****** from my saving account ID 02 on April 20, 21, 22 and 24 after closing her accounts with me on April 10, 2023. CUOFCO refuses to give me an explanation and a satisfactory reason to this illegal and fraud withdrawal by ***************************. I have attached Bank Statements of my Account ending in **** of Sep 2021, Oct 2021 which shows ******* Names does not appear as Joint Owner in my Saving ID 02 and Everyday Account ID 03 till March 2023 bank ************************. However, in April 2023 bank statement of mine *******'s name in all my accounts with ID 01, 02, 03, 08 and ID 95 which is very strange and questionable as to how *************************** name appeared only in April 2023 bank statement and not from Sep 2021 when I had opened a new Saving account without *******'s name. Attached as other documents after Exhibit B page 1 and 2 Note that the Membership form page 2 dated Sep 24, 2021, does not have *************************** Signature on the form as a Joint owner as ******* was not present with me in the bank on Sep 24, 2021. This indicates that ******* was not a Joint owner in this new account from Sep 2021 till March 2023.I have also attached for information of *******'s Arrest action by the ************* from ********** for theft in ****. ******* has the habit of stealing every now and then.I will appreciate if CUOFCO responds to me with details and explanation of action not taken that, I am seeking vide my emails dated April 22, 2023, at the earliest so as to enable me to take further course of legal actions to get this issue resolved which has been pending without any outcome since April 2023.
Business response
02/08/2024
Dear ****************,

Thank you for reaching out to the Credit Union of Colorado. The Credit Union has contacted you directly and responded to your inquiries through the ***** If you have any questions, please reach out to the **** regarding your correspondence.

Thank You,
Credit Union of Colorado
Customer response
02/09/2024

Complaint: 21252123

I am rejecting this response because:

Sincerely,

***************************
Initial Complaint
01/30/2024
Complaint Type:
Service or Repair Issues
Status:
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.
January 12 to current. I had my account frozen, without being notified, over a suspected fraud, which turned out to be no fraud. The investigator told me that he was 100% certain that I had been defrauded, instead of notifying me of the freeze, they allowed me to transfer money from the account, and I ended up ******* overdrawn. I contacted the supervisor of the fraud ****** who promised me that she would investigate and get back with me...it has been over 2 weeks, and not one response. If I call, I am placed on hold for 45 minutes to an hour. My account has yet to be balanced correctly...they refused to accept the money that is still being returned from Western Union as a refund. This is criminal!!
Business response
02/08/2024
Dear *********************************,

Thank you for reaching out regarding your account concerns. You ********************* the following in your correspondence through the BBB:

The Credit Union froze your account without notice due to suspected fraud
Were informed that you had been defrauded by Credit Union staff
Allowed to transfer funds from your account which caused you to become overdrawn
Told you would receive a response from the Credit Union regarding your account
Your account has not balanced
The Credit Union refused to accept money in relation to a returned Western Union payment.

Your desired resolution is for a review of the investigation to be performed and policies changed.

Credit Union of Colorado has conducted a thorough review and investigation of your events detailed in your complaint; we sincerely apologize for any inconvenience you experienced due to the restrictions placed on your account. While red flags during your transactions were discovered, our primary intent is to protect your account. We have taken remedial action to address your concerns and prevent similar issues from occurring in the future. If you have an additional questions regarding your accounts please feel free to contact us at your earliest convenience.

Please feel free to contact the Credit Union if you have any further questions.

Thank You,

Credit Union of Colorado
************
Initial Complaint
10/23/2023
Complaint Type:
Billing Issues
Status:
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.
charged interest before 30 days,payed off **** before 30 days
Business response
10/31/2023
Dear *******************,

Thank you for reaching out regarding your credit card interest charge concerns.Purchases made with your credit card are subject to a grace ****** before interest is charged if certain criteria are met. However, cash advances using your credit card are subject to interest charges starting on the day the cash advance is made. The Credit Unions **** Agreement, available at ****_Agreement_08_19_2023 (cuofco.org), states the following:
6. Grace ******* There is a GRACE ****** of at least 25 days on Purchases if certain conditions are met. You can avoid an interest charge on Purchases by paying the full amount of the new Balance on or before the Payment Due Date. Otherwise, the new Balance of Purchases AND subsequent Purchases will be subject to an interest charge. There is no grace ****** for cash advances or balance transfers. An interest charge is imposed from the date of posting of each cash advance or balance transfer.
Additionally, your monthly **** credit card statements include the following disclosures under the Interest Charge section:

A finance charge on cash advances will be assessed on the last day of the billing ****** in which the advance is first made and on the last day of each billing ****** until the cash advance balance is paid in full.

You made a cash advance from your **** credit card on September 3, 2023, in the amount of $6,000. You paid this balance in full on September 29, 2023. This means that there would have been twenty-*******) calendar days in which interest would have been applied to the balance of the cash advance.

Please feel free to contact the Credit Union if you have any further questions.

Thank You,

Credit Union of Colorado
************
Initial Complaint
10/07/2023
Complaint Type:
Service or Repair Issues
Status:
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.
On June 8th 2023, I set up a reoccurring payment with the Credit Union. They did not process the reoccurring payment that was set up in June for the payment in July - their error. And then inaccurately reported a missed payment to the credit bureaus. I have called and asked them to accurately report to *********** which they refuse to do.
Business response
10/18/2023
Dear ***********************,

Thank you for reaching out regarding your reoccurring payment concerns. The Credit Union has contacted you directly to address your concerns. Please feel free to contact the Credit Union if you have any further questions.

Thank You,

Credit Union of Colorado
************
Initial Complaint
10/06/2023
Complaint Type:
Billing Issues
Status:
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.
On September 30th, 2023, I paid $493.93 to CUOC at the Caon City branch to pay the balance back on my credit card. I specifically stated I want to keep it open. The teller did not indicate there was any issues with this.That weekend I checked my CUOC account via the app and there were no alerts or messages. The mail Ive received didnt indicate any issues, and I received a new credit card via mail around October 1st.When I tried to activate my new card today, I realized that I needed to update my phone number.I went to update my phone number and the teller was confused and called help. They said they werent sure what was going on but they would let me know later in a phone call.They called and said I no longer had an account because I hadnt paid in over 100 days. I admitted Ive had money problems but I didnt think it was over 100 days. They told me they would welcome any records that indicated otherwise.I tried to access my bank statements online and there was a firewall. I then called and asked for bank statements to be printed out for my records and they wanted to charge me for them.I have not been provided any proof my credit card was sent to collections at all or that it went to collections before I paid off the balance. I am suspicious someone made this decision after I paid off the balance. I have been denied access to my online bank statements and I should not have to pay the bank to show me.They stated they sent me a letter to warn me. I contended that I should have been notified multiple ways; via the app, email, or in person when I was physically at the bank. I am not in a financially strong position, I have a child to support and I would not have paid the full amount had I known I could not use my credit card. I would like a partial reimbursement of $390 to pay my child support, and to be billed for the remainder.
Business response
10/16/2023
Dear *************************,

Thank you for reaching out regarding your billing and collection concerns. The Credit Union has contacted you directly to address these concerns and reached a resolution as discussed with you. Please feel free to contact the Credit Union if you have any further questions.

Thank You,

Credit Union of Colorado
************
Initial Complaint
08/31/2023
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On April 14th 2023, my vehicle (2006 Lexus GX470) was totaled in a no fault accident in ************, **. The vehicle was declared a total loss by my insurance (State Farm) On May 19th 2023, State Farm paid CUoCO $8,029.78 out of the ~$14,694 remaining on my used vehicle loan through CUoCO. I had assumed that the *** would be handled separate of me. I had received a call from CUoCO to notify me that my payment was late. I was speaking with a ******* from customer care. I broke down, telling him that it was not financially realistic for me to pay my new car payment ($225) and the payment existing for CUoCO ($352). It seemed as though he empathized, but told me I had to keep the account current through the process. So I told him, just tell me what I have to pay or do and Ill do it, Im not in control of the situation. He told me we could wait on it, and to get back with him at his extension when I talked to the *** company. I asked him if it would report on my credit report if I didnt pay that day, as I was concerned not just for my own payment history, but my mothers who was co-signed. I have had multiple loans with CUoCO. I have never missed a payment on any line of credit Ive ever had. He told me that it wouldnt be reported while he was waiting to hear back. Fast forward, I get a notification from credit monitoring the following Monday that I had a 30 Late reported to my credit file. My mother told me that she had received it too. I had been running into issues getting a hold of the *** company, between their being in ********** three hours behind me, and my 12 hour a day work schedule being a Soldier in the 82nd ***************** at *************** **. I called back and spoke to another gentleman, who put me back on with *******. I pleaded with him for an hour to take the late payment off. I told him I would pay off the loan completely with my entire savings if he could. His replies were that it was accurate and thats all he could do. Any time I brought up numerous points, that was his answer. No consideration for my history with them, no consideration for the context of my situation. I was defeated. He wasnt budging. So I asked why we didnt just make the payment in the original phone call and he said I didnt authorize it. The money was already in my savings account with them prior to the payment ever being late, and during the phone call. I assumed that meant because he didnt read me disclosures and I didnt say yes into the phone. At the end of the second call, I said okay, just read me whatever disclosures you have to so I can say yes and the account can at least be current. He told me that there were no disclosures required because it was an internal transfer and he could just move the money over. I was shocked, and double checked that all calls were being recorded. Now, in August, I went to make my payment and saw that I owe $100 more this month than agreed in the loan. I looked and it was because ***** charged $949 to the loan because I didnt have insurance on the vehicle. The vehicle that was totaled and I havent legally owned since May, when insurance took possession of it. So Im $900 deeper for not having an insurance policy on the vehicle that is totaled and I do not own anymore. I still have a late payment on my own and my mothers credit report.
Business response
09/07/2023
Dear *********************,

Thank you for reaching out regarding your concerns related to your vehicle loan.The Credit Union has contacted you directly to address your concerns and reached a resolution as discussed with you. Please feel free to contact the Credit Union if you have any further questions.

Thank You,

Credit Union of Colorado
************
Customer response
09/07/2023

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.

Sincerely,

*********************
Initial Complaint
08/11/2023
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On July 31st 2023 GM Financial, with whom I have no business, contract, or loan, made an unexplained and unauthorized withdrawal of $587.05 from my Credit Union of Colorado checking account. I became aware of the withdrawal on August 1st, 2023 and called Credit Union of Colorado to dispute the charge including issuing a stop payment on all future transfers to GM Financial (see written statement in the attached pdf). Credit Union of Colorado credited the amount back to my account.On August 3rd, GM Financial was allowed to make another withdrawal of the same amount, $587.05 again, this time with an attached draft image which was a check from another Credit Union of Colorado member; which clearly shows both unauthorized withdrawals were simply applied to the wrong account. I called ******************** on August 7th, and requested that the erroneous draft be redirected to the correct account. I was assured by the manager that the withdrawal would be credited back to my account and issued to the correct account by the end of the day. It is now August 11th and my account has not been ************************.
Customer response
08/16/2023
Credit Union of Colorado appears to have resolved the issue; the errant draft has been credited back to my account.
Thank you!
Business response
08/18/2023
Dear *************************,

Thank you for reaching out regarding your concerns related to an ACH and draft payment drawn on your account. The ********************************************* has contacted you directly to address your concerns and reached a resolution as discussed with you. Please feel free to contact the Credit Union if you have any further questions.

Thank You,

Credit Union of Colorado
************
Customer response
08/18/2023

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.

Sincerely,

*************************
Initial Complaint
04/11/2023
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I paid off my auto loan with *********** Federal Credit Union in January 2023. I was told when I paid off the loan that I would receive the title to the car in a few weeks. After not receiving the title, I called the credit union and they told me they "lost" the title, and I would have to deal with requesting a duplicate title. The *** will not release the title to me because they need a release from the lien holder. After several months and a dozen frustrating phone calls, I still dont have the title and the credit union basically said to me, oh well, too bad. I now have a car with no proof of ownership that I cant trade or sell. I would like the credit union to resolve this issue and send me the title.
Business response
04/12/2023
Dear ***********************,

We are in receipt of your complaint regarding your vehicle title however, it appears your message was intended for *********** Federal Credit Union rather than Credit Union of Colorado. We apologize for this inconvenience and recommend you direct the message appropriately to *********** Federal Credit Union. Please feel free to reach out directly to Credit Union of Colorado if you have any questions or require further clarification. Our contact information is listed below.

Thank You,

Credit Union of Colorado
*******************************************************
**************
Customer response
04/12/2023

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. Thank you for informing me that the complaint I submitted was regarding *********** Federal Credit Union and not whatever credit union the form filled in. Please note that when I submitted the complaint, using your drop down menu provided, I did think I selected the correct credit union. I will submit anther complaint regarding AAFCU.

Sincerely,

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

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