Complaints

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:02/03/2025

  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 had a buyer contract until May 2025 with the credit union. I missed car payments on January 29, 2025, the credit union repossessed the car.I called to get the car back and they told me to pay $2500 to be able to retrieve the car.Later, that same day. The manager ******** ******* called me and said that I had 10 days to pay the whole amount, $7,928.00, otherwise, they will auction my car.when I asked, why were they doing that, her explanation was the car was reposted before, which it a mistake on their part as I only missed one month and they did not check the balance when I did the payment and they end up giving my car back with no towing charges. She also told me that I was doing **** on the car and I didn't notified them. when in the contract doesn't state that and the last thing was that I have another account a Heloc loan with them and I was behind with them and they were not going to risk it. Even though I was behind on my payments, they did not the right to threaten me of selling my car, and combining the other account in our conversation, when that account was also being paying little by little. On 02/03/2025 I paid the full amount and the towing company is charging $950 cash even though I had the money ready by 01/31/2025, and I called numerous times and did not return my call until the end of the day, when it was too late to go to the back and paid off the car. I would like to mentioned that this company harass me by calling me 3 times a day almost every day and bulling me when I answer the call. I am afraid they are going to retaliate with the other account that I are paying, and this the main reason of this complaint. Their arbitrary way they handle my case and the bad customer service they provide me are not consider professional. Currently, with the economy everyone is straggling but I never had the intention of not paying my debts with them. Please help out as this company is being arbitrarily and unfairly by changing my auto contract,

  Business Response

  Date: 02/18/2025

  Members auto was assigned for repo for the second time on 10/24/2024, the first time we repod the auto was back in May 2024, at that time we allowed the member to redeem and we covered the repo expense as courtesy.Member became delinquent again in Oct., and in November 2024 continued to be delinquent until the day we repo'd the auto again on 1/29/2025, during that time the repo agent was looking for car, it wasnt available at any address the member gave us, they had to skip trace and locate the car, and for three months, we were trying to reach the member with no luck, we sent field chase to leave a note to call us back in Dec. 2024, finally the agent was able to repo car on 1/29/2025. And as per our policy, we allow one time redemption in the life of the loan, we were unable to allow the second time redemption, and this was communicated to the member who called us back once she found that auto was taken and acknowledged that she has been late and due to financial situation,she was unable to pay her payments, and to be able to keep the car and get it back, she went to branch and paid the balance off completely.

  Customer Answer

  Date: 02/21/2025

   
  Complaint: 22892325
  
  I am rejecting this response because: The first time they repo the car in May 2024 I was only a few days behind of the payment and they didn't notice that I did two payments within a few days apart, when I called to let them know about the two payments the person who answer said that I was updated on the account. A few days later the car was repossessed, when I called again they told me I was behind a month and all of the sudden there was no registration of the call that my account was update. Now, because of this complaint they are retaliating against me by not giving the title of my car when it's being paid full. They are bringing another account and telling me that I need to update that account before they give me my car title, when that account has nothing to do with my car account. I specifically told them that I am going to received money at the end of this month and pay the balance, but they continue harassing me. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:02/02/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Hello Ive been with brightstar credit union for over 20 years, The reason im seeking resolution is because of the current status of my account. Specifically acct#**************** the account currently has a balance of $991 i noticed that my account was reported late 12/2024. Ive had quite a few hardships the last few months. My daughter passed away, along with health issues i was having. i caused challenges with my finances. Im asking for a good will gesture and a removal of the late remark on my credit report.

• Initial Complaint

  Date:11/12/2024

  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.

  ******** ****** *********************** ********** Subject: Formal Complaint for Discrimination I am writing to file a formal complaint regarding an incident of discrimination that occurred on 11/08/24, at branch located at ********************************************On the aforementioned date, I visited your branch and spoke with Assistant Branch Manager ******* ******** (ID #******** with the intention of opening a bank account. I presented my identification and other required documents. However, *** ******** refused to open the account, citing that my driver's license was suspended. When I asked *** ******** to provide the specific bank rule or law that justified her decision, she failed to do so. As a result, I left the branch feeling disheartened and humiliated. I strongly believe that this refusal was not based on any valid bank policy but was instead a discriminatory act. I felt I was treated unfairly due to racial bias.1. Civil Rights Act of 1964 (Title VI) - Violation: Title VI prohibits discrimination on the grounds of race, color, or national origin in any program or activity receiving federal financial assistance. 2. Equal Credit Opportunity Act (ECOA) - Violation: ECOA makes it illegal for creditors to discriminate against any applicant based on race, color, religion, national origin, ***, marital status, or age. 1. Immediate Investigation : Conduct a thorough investigation into the incident to determine if the actions taken by *** ******** were discriminatory and not based on any legitimate banking policies.2. Written Response: Provide a written response detailing the findings of your investigation and any steps taken to address this issue.3. Reevaluation of Application: Consider a reevaluation of my application to open an account without the influence of discriminatory practices.I trust that you will treat this matter with the utmost seriousness.Sincerely, ******** ******

  Business Response

  Date: 12/16/2024

  Our operations team has reached out to Mr. ****** and have take all neccessary steps to resolve the issue. 

• Initial Complaint

  Date:10/24/2024

  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 charged $2,394 by a company called VIP FLEXX Worldwide for services never rendered. We were duped by this company. We reached out to Brightstar prior to the charge appearing on the credit card when we discovered it was a scam. We were told to wait until it appears on the credit card statement and then call back. We followed their instructions and since June until now we have been getting the round around. They gathered information upon information from us and never follow up. We call and no seem to be able to or wanting to help. We are now in October and we recently called them and still they have not done anything towards resolving our dispute. We have not received a meaningful answer or action plan. As a result, we told them we would report this issue and the company to Better Business Bureau which promoted someone to leave a message wanting more information. Again?! It's the same run around, no resolution. I would not recommend getting a credit card from Brightstar Credit Union, because they don't handle disputes in a timely manner nor would be your advocate in solving these issues unlike any other bank/credit card company. All I want is for the $2,394 charge to be removed. Thank you.

  Business Response

  Date: 11/20/2024

  BrightStar Credit Union received ******* ******** claim on August 16, 2024 for a $2,394 transaction regarding business VIP Flex **************** of the claim indicated that ******* ******* initiated and confirmed the transaction with the business. A dispute claim was sent to the card processor on August 20, 2024 and the card processor, Velera, would be in contact with the member relating to the dispute. On September 26, 2024, the card processor denied the claim for card holder responsible.
  
  ******* ******* stated that no one called him back regarding the claim and was upset at the handling of the claim.
  
  BrightStar Credit Union contacted the member on November ******* and discussed the dispute with the member. As the member initiated the transaction it was not fraudulent. He was disappointed with the clarification but stated he understood.

• Initial Complaint

  Date:09/03/2024

  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 received the new Brightstar **** credit card. I tried to activate to the I 800 number for several days and times and they said they can not activate my card for technical issues, which they did not resolve In consequence, I have to use another credit card. I called customer services and do not gave me any solutions, is not the first time the customer service is poor.

  Business Response

  Date: 09/30/2024

  We contacted the member to notify them that they had to activate the card after 9/11 we also ordered her a new Credit Card resolving the member issues. 

   

   

• Initial Complaint

  Date:08/28/2024

  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 am mentallyi drained. Bright Star Credit to handle antyhing is a challenge and creates confuison, weaponization and unsound and clear risk factor business practices which are unsafe.I had a checking and savings account with ********************. At times I could not even deposit cash at the machine. It would spit the money back out. Dealing with anyone is alarming. I asked for over a year to close my checking and savings account I do not bounce checks nor have I done anything to deserve the horrible treatment by for example returning my car payment by no fault of my own,I was lied to by an operations manager. I have the emails asking for many months why am I negitive $9,00 NINE DOLLARS IN MY ACCOUNT WHEN I REQEESTED THE ACCOUNT BE CLOSED. I COULD NOT USE THE SAVINGS ACCOUNT TO DEPOSIT TO PAY FOR MY CAR PAYMENTS. THEY CLOSED OUT MY CARD YET MY ACCOUNTS REMAINED OPEN BUT INFORMED MY ACCOUNTS WERE CLOSED AND I HAVE THE EMAILS AND DOCUMENTS SHOWING MY CLAIMS. NO ONE WOUDL FIX THIS PROBLEM. MY PAYMENTS WERE GOING IN TO MY SAVINGS ACCOUNT AND NOT BE ************************ THAT I MADE THE PAYMENT. THE ACCOUNT NUMBER CHNAGED WITHOUT MY KNOWLEDGE PO BOX TO MAIL PAYMENTS. I AM ONLY ALLOWED TO MAIL PAYMENTS! I TRIED OVER AND OVER TO RESOLVE MATTERS AND BRIGHT STAR LIES, HAS NO CLUE WHEN I AM ASKING BASIC QUSTIONS ABOUT PAYMENTS RECEIVED AND ONE MANAGER TELLS ME I NEVER MADE THE PAYMENT WHEN I HAVE THE ****** ****** ***** I THINK WAS AWARE THERE WERE MISTAKES MADE AND ACTUALLY SPOKE TO ME BUT TO DATE NO ONE WILL PROVIDE MONTHLY STATEMENTS FOR MY CAR FOR THE LAST THREE YEARS NO ONE WILL SPEAK TO ME ABOUT MAKING A RESOLUTION ON THE CREDIT CARD. OR LOWER THE CAR PAYMENT SINCE I ONLY HAVE TWO YEAR LEFT. MY FIRST CAR LOAN WITH BRIGHT STAR I PAID BACK WITHIN A YEAR AND REFINANCED WHICH I REGRET! IT IS SAD I HAVE TO HIRE A LAWYER AND PAY $425.00 AN HOUR AND GO TO COURT FOR MISTAKES I DID NOT MAKE.

  Business Response

  Date: 09/30/2024

  
  Monthly statements are mailed to the *********** Box address provided by Ms. ****** and have not been returned.  All deposit accounts are closed and there is not negative balance on these accounts.  Auto loan and credit card payments will remain the same. We also sent her a package with her statements from 2024. 

• Initial Complaint

  Date:07/22/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  When I initially opened up my account with BrightStar Credit Union in 2022, I asked to be enrolled in automatic payment deductions from my ***** bank to cover the monthly payments. I was never informed this feature would eventually end and I was unaware I was now late on payments. I called NUMEROUS times to re-enroll and every time, BrightStar would take my payment over the phone and assure me I was now enrolled. Unfortunately, for some reason, they were never successful at providing, this problem kept occurring and I was collecting late fees every month. Finally in April, I got someone to successfully set up the monthly withdrawals from my ***** bank to cover the loan with payments with BrightStar but they set it up for the incorrect date and for the past 3 months I was unaware this was happening until I checked my credit report as they have now reported me for 3 late payments while Im enrolled on their auto pay.

• Initial Complaint

  Date:07/04/2024

  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.

  Someone opened a checking account in my name for a BRIGHTSTAR CREDIT UNION CHECKING ACCOUNT AND ********************** CARD .I also checked my Credit Report, and an account was listed on there as a charged off. Listed on my ChexSystems Report and Credit Reports (Experian, Transunion, Equifax) is account # ******** that I have no knowledge of. The account was open July 30, 2021, with a reported address of ********************************************* which I have no knowledge of or am associated with. It also states that whoever opened this account in my name owes an unpaid balance of $577.31. I wrote 2 letters to you all and didn't get any response so the ***** BBB and The Attorney General was my next step. Please send me all information pertaining to this account such as identifications used to open this account if there was any. Please send me all ******* if this account was opened online. Please send me all wet signature documents if this account was open in a local branch

  Business Response

  Date: 08/02/2024

  
  We received correspondence from you dated July 1, 2024. We have reviewed our records and concluded the membership account was valid. All balances on your consumer reports have been updated to reflect no funds owed. We apologize for the miscommunication.
  If you have any questions we will gladly address any concerns. Please contact the **************** directly at *************************.

• Initial Complaint

  Date:07/04/2024

  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.

  They violated The United States Federal Code Law 15 U.S. Code 1681b - Permissible purposes of consumer reports (a)In general Subject to subsection (c), any consumer reporting agency may furnish a consumer report under the following circumstances and no other:(2) In accordance with the written instructions of the consumer to whom it relates.Under 15 U.S. Code 1681b - Permissible purposes of consumer reports I never gave you any written consent to report anything on my consumer report. I demand to see verifiable proof (i.e.: an original consumer contract with my signature on it) that you have on file for the account below.As a consumer by law these accounts on this letter must be deleted immediately or I will seek monetary damages in small claims court in my city and state. Also we have already involved and sent this letter to the *************************************************************** Better Business Bureau, and *************************

  Business Response

  Date: 07/29/2024

  Please review attached documents holding ******************* responsible for the mentioned accounts. 

• Initial Complaint

  Date:06/10/2024

  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 a check for a substantial amount into one of my accounts with them because their branch is conveniently close to me, instead of depositing these large checks in my usual PNC accounts. I went inside the local branch and deposited the check into one of my checking accounts. I received a printout receipt showing that there were scheduled increments of funds to be released with a certain amount immediately available. I bought groceries with that small sum that was immediately accessible, planning to use the remaining funds to manage my daily business until the rest was released. Long story short, the money was removed with no explanation. So, I'm now left with no money to get me by and it now I'm incurring overdraft fees from PNC because I have bills coming put of my other accounts with no way to pay them. I even have a negative in one of Brightstar accounts as of now because I can't transfer money that I deposited in this bank I called Brightstar "customer service" and received no real assistance, other than being told my funds were placed on an extended hold. It went from 3 fund releases over a 7 day period to 0 in a 11 day period. I mean, this is a check from another legitimate financial institution (Transamerica), made out to me from my own account with them. The only thing I can understand how this is happening is for this Credit Union to gain interest off of my check.I went to the local branch (Lauderhill) to find out what was happening with my money, and they told me the ********************* was responsible for this action, as if I were trying to commit fraud with a legitimate check. I work for a financial institution and understand the aspect of financial crimes, but how long does it take to validate a check from a legitimate bank for a customer you claim to value? I have 4 young kids depending on me to provide them groceries and it seemed like this financial institution does not care at all.

  Business Response

  Date: 07/08/2024

  Our fraud team removed the hold on the initial deposit amount and the check hold has been completed.