Complaints

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

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Charter Oak Federal Credit Union has 16 locations, listed below.

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  Charter Oak Federal Credit Union

  1055 Hartford Tpke Waterford, CT 06385-4005

• 

  Charter Oak Federal Credit Union

  3 Boston Post Rd Waterford, CT 06385-2401

• 

  Charter Oak Federal Credit Union

  1 Connecticut Ave Norwich, CT 06360-1501

• 

  Charter Oak Federal Credit Union

  50 Pequot Ave New London, CT 06320-5410

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  Charter Oak Federal Credit Union

  4 Hendel Dr Mystic, CT 06355-1965

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:08/12/2024

  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'm a local small business who has attempted to use charteroak as my credit union for the last four years. This credit union will do everything possible to smack the little business. Will allow an account with no notification to be Over withdrawn multiple times racking up hundreds of dollars in fees Without a notification. When contacting them to ask why I was never called or messaged They said I have to sign up for notifications. It's a money's grab from those at the lowest. One simple phone call I could have transferred money from another account. I will be canceling all my charter oak accounts personal and business.

  Business Response

  Date: 08/14/2024

  Good morning,

  I contacted Mr. ****** this morning to discuss his complaint and to see what I could do to resolve his issues with the Credit Union.  I explained how he can set up account transaction alerts in Online Banking to help prevent his account from over-drafting in the future.  I recommended that he check out the options for delivery because there are three different options that he can activate (SMS, Email and Push).  He can also set balance alerts to let him know when his balance reaches a certain threshold, so that he is aware if a transfer or deposit is needed.  I reversed $300.00 in fees as a courtesy and will send a follow-up email with my direct line ###-###-####, should he need any assistance in the future. 

  Mr. ****** indicated that he is satisfied with my recommendations and actions and that this complaint is now resolved.
  

  Best regards,

  Jeanne M*****, SVP, Chief Operating Officer

  Charter Oak Federal Credit Union

• Initial Complaint

  Date:06/05/2024

  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.

  On 12/18/2023 I was trying to apply for a bank card I was not able to because the bank said I need to call **** ****** because it has Charter Oak says I left them in bad standing. I called charter oak they told me they recieved my $4.19 my account is paid and closed.( which I paid the $4.19 owed on my account in money order in 2022.) Then I called **** ******s I told them what charter oak told me, they told me that it is not allowing me to open a bank account because when charter oak recieved the payment in 2022 never called **** ****** about it. **** ******s filed an investigation for charter oak due to my account. I am still unable to open a bank account. I went to the bank last month and the bank told me to call **** ******s because charter oak is stopped me from opening a bank account.

  Business Response

  Date: 06/05/2024

  To Whom It May Concern: 

  We have researched the complaint regarding the allegation that Charter Oak has noted Ms. ******** as in bad standing on ***********. We have confirmed with *********** today that the Charter Oak status is "ANY AMOUNTS OWED HAVE BEEN PAID".  The account was overdrawn a small amount which was reversed after 45 days, then the account was closed out and never went to collections.  

  There are other FI's that are owed money listed on the *********** report, but Charter Oak has nothing owed, I have attached a screenshot of the *********** report that was pulled today.  We hope that this information is helpful to Ms. ******** so that she can resolve her issues with the correct financial institution.  

   

  Please let me know if there is anything else you need from Charter Oak.

  Customer Answer

  Date: 06/05/2024

  
  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

  Date:05/02/2024

  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.

  On August 16, 2023, my checking account was overdrawn $795.96. I went to the Charter Oak FCU in ******** ** and met with the Branch Manager. I explained I wanted to keep my account open and was willing to pay the overdraft. She then went ahead and did a charge up agreement. I was responsible to pay $30.65 each Friday morning until the debt was repaid. She then reinstated my Savings Account and issue a new ATM debit card. She also informed, I was not going to have online banking access until the overdraft was paid. Since the charge up agreement was made, I have no online banking access, meaning no access to online bank statements as I had set up paperless statements. The Branch Manager, did not make sure I started receiving my bank statements by mail after the charge up. Its been well over 6 months I havent seen a bank statement. If any fraudulent transactions took place during this time, Im not aware and the timeframe to appeal might have passed. The only way I can check the balance in my account is calling the customer service number. On January 12, 2024, I called Charter Oak FCU customer service to check my balance. It said my account was overdrawn over $800. I immediately called the bank to verify the details of this transaction as I have no online access. They informed Citizens Pay tried to get this amount from my Savings Account. I filed a dispute the same day and the representative informed it would take about 2 weeks to be resolved. I explained I was worried about the charge up agreement as during this time the account was going to be negative and they were not going to be able to retrieve the charge up amount already set. The representative told me not to worry, everything was going to be fine. During this two weeks, I called Charter Oak three times, veryfing the details of the dispute and mentioned I was still worry about the charge up. On January 29, 2024, Charter Oak completed the dispute process and return the funds back to my account. Due to the account being negative for two weeks, Charter Oak cancelled my card even though there was a dispute in place. I went to the bank that same day and asked for a new debit card. The lady I met with at the ******* Branch that day, informed my account had a charge up. I told her I was aware, that there was a payment arrangement set up for that already. I was just there for a new card. She went ahead and issue the new card and advise to activate after 12pm or 1pm. I left the bank. Waited for the time to activate the card and did. When I tried to use it, it was coming back as declined. This happened after normal business hours so I had to wait until the next day to resolve the issue.The next day, I went to the bank and met with Erin, another branch representative and explained what had happened since the charge up started. She made a few calls and was able to get my account reinstated and also apologized for the ordeal I went through. On April 27, 2024, I called the customer service line to check my balance. It said my saving account was negative $30. Again with no online access nor bank statements, I couldnt verify the reason of the overdraft. I then head to the ATM to deposit money to cover my overdraft. When I tried to deposit the money in my saving account, the machine spat out my money and my card and the re3ceipt said CARD LOST. I was confused. Now, I had to wait until Monday 29, 2024, to find out as the branch was already closed for the day. Yesterday, I called customer service and explained what happened over the weekend. She mentioned she would have to do some search and get back to me. I then decided to go to the branch directly. I met with a lady at the bank and explained what happened. She went ahead and called another department. After a long wait, the other department said, I didn’t had the money each Friday there to pay the charge up. I explained to the lady, that after the dispute I filed back in January and it was resolved, the bank did not resume taking the payments as agreed. The Branch Manager now comes to talk to me. She stated now if you have a charge up, they will not issue you a debit card. She also stated, now I have to go to the bank personally to withdraw money. Not only did she locked me out of my account completely. She doesn’t give me access to a savings account debit card. And she refuses to provide me online banking access nor bank statements. I believe this is a violation of consumer rights. I never received any types of letter or communication there were any types of changes in the past month, If they did, I never received because they don’t give me access to anything. (NOTE: I offered to pay the entire amount owed to Charter Oak and the Branch Manager said I wasn’t able to that I had to pay weekly installments until done. Also note, theres no interest in this checking account, I should be able to pay the total amount owed without paying it weekly if I wanted to)I was also worried, regarding my child support income I receive each Monday to my saving accounts. Each Monday my child support is posted by 12pm. Yesterday, the Branch Manager mentioned it was received as usual but the posting time had passed (mind you it wasn’t even 1pm and they close at 5pm) so I had to wait until the next day and she could provide a time when it would be posted. This happened right after I mentioned I would get a lawyer. It sounded kind of retaliating to me for mentioning a lawyer. Lastly, I want to Charter Oak to be held accountable for these actions. They cannot change their policies out of their sleeves without notifying customers. They also have to provide me with bank statements while I hold my account open. They are not open 24/7 so what happens on a weekend when I need money out of my account and they aren’t open? They also took $30.65 out my savings account on 4/29 for my checking account installment and they never credited. I want the $30.65 they took and credit my account.

  Business Response

  Date: 05/16/2024

  Response-

  I called and left a voicemail and sent a follow-up email directly to the Ms. ******** yesterday to discuss the details of the resolution requested.  The complaint states "refund" but does not clarify the amount of the refund. Also, I want to provide the statements for the period in question and to discuss the status of the negative balance on the charged off checking account. It is not our practice to withhold statements, so I apologize that she did not have access to them. 

  Online banking access is not taken away from members, it is changed to view only status which includes access to monthly statements and transaction information.  Unfortunately, there was a miscommunication to Ms. ******** from the branch staff and I apologize for that information.  The statements should have been printed and handed to her when she was in the branches.  The hold in the amount of $30.65 on the savings has been removed.

  Bottom line, my request is to understand what the final acceptable resolution is to Ms. ********** complaint, if applicable, the refund amount, and how she wants the monthly statements delivered.

  Thank you,

  Jeanne M*****, SVP/COO

  ###-###-####

  Business Response

  Date: 05/22/2024

  Attaching 2nd request to get more details to resolve the complaint Ms. ******** lodged against Charter Oak Federal Credit Union.

  Thank you,
  

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