Complaints

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

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Del-One Federal Credit Union has 9 locations, listed below.

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  Del-One Federal Credit Union

  270 Beiser Blvd Dover, DE 19904-7790

• 

  Del-One Federal Credit Union

  201 Pharmacy Dr Smyrna, DE 19977-5813

• 

  Del-One Federal Credit Union

  150 E Water St Dover, DE 19901-3619

• 

  Del-One Federal Credit Union

  30 Georgetown Plz Georgetown, DE 19947-2300

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  Del-One Federal Credit Union

  80 Christiana Rd New Castle, DE 19720-3118

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:07/26/2024

  Type:Product 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 deposited my check on 07/13/2024 and it was posted until 07/15/1024 with a 7 day hold which was 07/24-24 for release I can’t get my check back I have to wait and additional 5 days cause the lady said that my check from citi bank wasn’t going to clear I’m dealing with stage 4 brain cancer and I was betting on the availability of my funds on07/24 to keep getting excuses I told them to call the bank where it’s issued from she said they can’t to that so it’s gonna stay on hold until Monday I don’t like how there business is by law none of my money was made available at this point I don’t want any dealings

  Business Response

  Date: 08/06/2024

  Internal Audit has reviewed the complaint and determined that an extended hold on the check deposit was appropriate as the check was deposited through mobile deposit on July 15, two days after the account was opened. In accordance with our standards, this requires an extended hold being a new account. These standards are also compliant with federal regulations (Reg CC).

  Customer Answer

  Date: 08/12/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  Regards,

  Complaint ID: 22047391

   

   

   

• Initial Complaint

  Date:12/29/2023

  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.

  I believe there to have been foul play in the handling of my application to obtain a business line of credit through this company, attached is a brief summary of my experience i can provide more details and evidence (audio and email) of my encounter with this company… I was given multiple false and misleading statements and representatives where caught in various lies concerning my application. I was denied credit without my credit ever being ran and experian confirmed in the office at del one in front of the representatives that my credit wasn’t pulled

  Business Response

  Date: 01/12/2024

  Del-One has received the complaint forwarded to us by the Better Business Bureau with respect to the member business loan application processed for Eric *********. Internal Audit was also asked by Credit Union Management to review the processing of the loan request for Mr. ********* based on internal correspondence received from him related to the matter. Mr. ********* is currently not a member of Del-One Federal Credit Union. Based on our review, we determined the following:
  
  Mr. ********* applied for an Operating Line of Credit in November 2023 under the business name ENKD Studios, LLC, with MMBRSONLYTOW LLC listed as a co-borrower. Mr. ********* also listed himself as a Personal Guarantor on the application.
  Mr. ********* was advised on multiple occasions that attempts to run a credit report were unsuccessful and that no credit profile existed under the tax ID provided. Del-One later determined that a fraud alert hold existed on the profile. A credit report run by the applicant was provided but could not be used for underwriting purposes.
  The Member Business Lending team requested documentation such as tax returns, current financial results, bank statements, and business plans related to the named businesses on numerous occasions. Internal Audit reviewed numerous email exchanges between the Lending team and Mr. ********* and determined that all requests were consistent with our Board of Director approved underwriting standards.
  The documentation provided by Mr. ********* was reviewed and assessed by the Member Business Lending team as incomplete, insufficient, and in the case of business plans not viable.
  In December, the Member Business Lending team decided not to provide the loan requested by Mr. ********* based on all the documentation assessed. Although not required under business lending, Del-One provided adverse action letters to Mr. ********* on December 19, and December 22, 2023, that listed valid reasons for declining the loan request.
  Internal Audit determined that the processing of the loan, from application to the adverse action, was performed in accordance with our Lending Policy and related underwriting standards. 

  Customer Answer

  Date: 01/16/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.the decline letters given to myself would only be valid if my credit was pulled which it was not and based upon the minimum requirements stated by Dan and what’s posted online I meet the income requirement along with the credit requirement I can also prove both business plans to be valid I sent in 4… the business negates to inform the bbb that I applied for 3 different businesses **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. Regards, Complaint ID: 21069914    

  Business Response

  Date: 01/26/2024

  Del-One considers the matter closed. Management has provided the applicant numerous reasons within the adverse action letters as to why the loan wasn't granted. All processing was completed in accordance with the Credit Union's established underwriting standards that are approved by the Board of Directors and reviewed by the regulators.

• Initial Complaint

  Date:07/01/2022

  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 am a member of Del One with a personal and business account. On 7/1/22 I attempted to make a cash and coin deposit into my personal checking account. The coin was counted and rolled. The bank teller and bank manager, ******* ****, **., refused to accept my US currency/tender as a deposit citing a policy that the bank does not accept rolled coin. I was told to use the coin machine, but the branch coin machine was not operational. I had already waited in line nearly forty minutes! I pointed out the machine was not operational and noted that the coins were already rolled. The manager stated he would not accept the deposit. For clarity I asked, so this bank refuses to accept US tender for a deposit. The manager repeated the socalled policy prohibiting taking "rolled coin." I pointed out there is a simple solution: simply count the coin as you would any other form of currency. The manager flatly stated: "We are not going to do that." It was $83.00 in mostly quarters, dimes, and a few nickels and penny packs. That is when the teller suggested I visit the Citizen's Bank across the parking lot! I was incredulous. The manager again refused to simply count the coin and accept my legitimate US currency for deposit and directed me to drive to the Fox Run location and use their coin machine! Frustrated, I opened one $10.00 quarter roll and requested to deposit my US tender. The bank manager then accused me of being rude. Fine spin! I have never heard of a bank refusing to accept US tender, let alone refusing to count US tender and telling a customer to go to a competitor or drive thirty minutes to another location for something that they themselves do every day. I do not know why I was refused and treated as such, but the refusal was unnecessary and wholly unacceptable.

  Business Response

  Date: 07/05/2022

  Good afternoon.  This situation is being reviewed and we plan to follow up with branch management and respond to the member.  Thank you. 

  Customer Answer

  Date: 07/13/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  

  It is unclear what there is to investigate.

  I was denied the ability to deposit US currency and the branch sent me away. That is an indisputable fact, so I don’t appreciate the delay and or the implied message. How many times do I need to be offended by the operation? It is easy to see why Del One holds a one star customer review rating on the BBB.

  
  

  
  

  Also, a plan to follow up does not state a corrective action and does not denote resolution at this point. 

  
  

  The only question left is how to correct this offense?

  
  

  I am hopeful we can resolve this amicably at this level in this forum.

  
  
  
  Regards,

  Complaint ID: 17513307

   

   

   

• Initial Complaint

  Date:06/13/2022

  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 deposited a check for $5000 on 6/9 into my Del One checking account. I wrote the check from my other checking account with M&T bank and the check cleared that account on 6/10. I checked my account today 6/13 with Del One and its still not available. Called Del One to find out why it still hasn't cleared when it came out of my account on 6/10 and was told that it's on an extended hold to 6/20??? I was advised to go to the branch and they can "possibly" lift the hold..came to the branch and spoke to ******* a branch manager, even showed ******* that it cleared yet she's saying there's nothing she can do??? If I showed her it cleared not sure why she couldn't lift the hold??? I verified the funds which should be enough to lift the hold, no??? So now I'm writing this letter for assistance to either give me my check back Or clear the funds ASAP. Thank You!

  Business Response

  Date: 06/23/2022

  See attached reply

• Initial Complaint

  Date:06/07/2022

  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 an auto loan with Del one and on 05/8/21 i may my May payment. Thinking i was paid up to date i had no worries until Memorial Day 2021 i went outside and my car was missing. I called the police thinking it was stolen only to be told my car was repossessed? The officer thought i was lying as i told him when he asked that i am paid to date and my car was not repossessed. I couldn’t call that day because the bank was closed but called the following Tuesday and got them on the phone. The rep insisted i didn’t pay and when i provided the confirmation number showing i paid she put me on hold and got her manager. They came back and told me my money was sitting in their operation center as they didn’t know where to apply the payment. ****** the manager came in and advised they found my payment and would apply the money to my acct. I asked for the vehicle to be released and they denied it stating i had to pay June’s payment which wasn’t due to release my car. They did after paying and delayed the release i couldn’t get the car that day. The repo company made me make an appt and charged me $275 making me wait hours after the appt time. ****** advised this would not hit my credit but come to find out it did and i have asked them to update the credit bureaus since this was their error. They have refused to do so snd have state it is valid when go through to dispute it. I just want them to make it right before i sue them for damages. The branch manager in Smyrna stated they were going through a system change and that they transposed my acct info causing this. I am taking this to court and intend to file for correction and punitive damages if this is not corrected.

  Business Response

  Date: 06/23/2022

  See attached reply

• Initial Complaint

  Date:05/17/2022

  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 called Del-One 5/17/22. I was having issues with online billing, sending messages online and no one is responding, not being able to make a despite. I followed the steps to add an external bank account; I received the amounts deposited into my external bank. I proceeded to long into my account online at Del-One to enter those amounts. I was told I had exceeded the number of try's for a day, and I was locked out if my account. I then called the bank at 1:48pm. The call last 22 minutes. A lady named **** ( not sure how to spell her name ) answered the phone. At this point I was frustrated having issue after issue. I asked if it was possible I speak to a manager. I have a lot going on. I did not want to explain everything to her and someone else such as a manager. I only wanted help and clarification as to what was going on. She kept asking what was going on and also stated she could unlock my account. I had already started explaining things to her after I already asked for a manager. I started to get frustrated even more. My tone was high. **** stated she would disconnect the call if I proceeded to yell. I asked her again for a manager, she proceeded to ask me more questions. I asked her again for a manager again, with frustration. **** hung up. I literally did not receive any type of deescalation from her at all. She did not help with any of my issues. She in fact made the entire situation worse hence all my frustration. I asked for a manager, never spoke to one, I had several issues that never even got resolved. I experienced poor customer service. I have been banking with Del- One for several years. This should be unacceptable.

  Business Response

  Date: 05/20/2022

  See attached Reply

  Customer Answer

  Date: 05/25/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  I am still having issues with my online banking. No one has reached out in regards to anything. I am not sure how calls are being recorded for quality purposes, yes the time and date listed in the complaint no one can seem to find the representative I spoke to that works for Del-One. Someone who had access to my account and emailed two managers in regards to my issues can not be located.  Forwarding the information to whomever for further review does not negate the fact that I was disrespected, hung up on along with me still having issues with online banking and a service that is offered such as the chat option; I have send several messages and no one response. 
  
  Regards,

  Complaint ID: 17214569

   

   

   

  Business Response

  Date: 06/23/2022

  Our Contact Center again reached out and resolved the matter with the member