Complaints

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

close

Find a Location

Trax Federal Credit Union has 9 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Trax Federal Credit Union

  3710 N 50th St Tampa, FL 33619-1416

• 

  Trax Federal Credit Union

  6106 Delancey Station St. Riverview, FL 33578

• 

  Trax Federal Credit Union

  2315 Drane Field Rd Lakeland, FL 33811

• 

  Trax Federal Credit Union

  1209 Kingsway Rd Brandon, FL 33510-2511

• 

  Trax Federal Credit Union

  619 30th St. NE Ruskin, FL 33570

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:04/08/2025

  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 am writing to inform you that fraudulent accounts have been opened in my name with Trax Federal Credit Union. I am a victim of identity theft and did not authorize the opening of these accounts. Below are the details of the fraudulent ********************************* Name: Trax Federal Credit Union Opened Date: 2/2/2023 Account Number: ************* High **********************: $176.00 Opened Date: 6/28/2023 Account Number: **************** High **********************: $500.00 I kindly request that you close these accounts immediately and remove any negative information associated with them from my credit report. Furthermore, I would appreciate it if you could provide confirmation of the accounts' closures along with any relevant documentation regarding the fraudulent activity.Thank you for your prompt attention to this matter.

  Business Response

  Date: 04/11/2025

  Mr. ******

  We are unable to take any action to you claim of Identity Theft through this channel.  Please come into our Temple Terrace Office (which is the closest office to your current address) and bring a copy of the police report you have filed for your identity theft; your driver's license and any other documentation that you may have to prove your identity, and we will be happy to investigate this claim further.

• Initial Complaint

  Date:02/27/2025

  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 am reaching out to whomever this matter may concern on behalf of myself **** ********, a federally protected consumer. I am enforcing my rights according to 15 *** 1692g by asking your company to valid the alleged **** as well as send me evidence that I am obligated to pay this alleged ****. I am not refusing to pay this **** but rather asking your company to validate this **** as it is your lawful duty when asked by a consumer. I am also making your company aware that Invalided information on my consumer report may be fraud under federal and state laws, and i will not hesitate to bring forth legal action if my rights continue to be violated under the ***** and ****. You have 30 days to validate this **** and during this time all furnishings and collection activities must cease and desist through any and all mediums including my consumer report. If your company and or office fails to respond within 30 days to validate this **** it shall be deleted and removed from my credit file immediately. I have attached a CEASE AND DESIST that is effective immediately. If adverse action is taken against me as a consumer i will consult my legal counsel. Please be advised that according to 15 USC 1692g - Within 5 days after the initial communication with a consumer in connection with the collection of a ****, a **** collector shall, unless the following information is contained in the initial communication or thr consumer has paid the ****, send the consumer a written notice containing - 1) The amount of the ****. 2) The name of the creditor to whomever the **** is owed. 3) A statement that unless the consumer, within thirty days after receipt of the notice, disputes the validity of the ****, or any portion thereof, the **** will be assumed to be valid by the **** collector; 4) A statement that if the consumer notifies the **** collector in writing within the thirty day period that the **** is void.

  Business Response

  Date: 03/04/2025

  Please find attached Loan Document and Pay History that shows the balance owing to be valid. ************* does not cover late fees or ************* placed on the loan. 

  Customer Answer

  Date: 03/14/2025

   
  Complaint: 22995924
  
  I am rejecting this response because:
   The false information provided, was inactive and in the event that any documents are inactive the **** must be deleted immediately. Usc 1681i. 
  Sincerely,
  
  **** ********

  Business Response

  Date: 03/17/2025

  Mr. ******** the receipt you provided with all those fees did require another investigation on your Loan. An insurance settlement for your car did not pay off the balance of your loan. You also purchased a ************* that should have paid off the loan, however because of a late charge and ******************************* (CPI) added to your loan balance throughout the years the ************* paid only $620.35. Leaving a balance of $2,670.97. See the attached letter from ******************. When Mr. ******** did not respond to our *********** Representative, they utilized the cross-collateralization clause that was on his Loan Agreement and transferred from funds his other suffixes and accounts for a total of $1,562.54 (3 transactions of $122.74, $145.02 and $1,294.78) two of which are showing on one of your receipts.  The fees and the CL & ************ should have stopped and did not right away. So, we reversed as of March 17, 2025,$161.18 ($15.27 for the CL & ************ and $145.91 for the late fees). The loan balance is now $1049.05, and it is still accruing interest. This balance is your responsibility to pay and will continue to report to the credit bureau until paid in full. The credit union has not violated any laws according to the ****.

• Initial Complaint

  Date:01/28/2025

  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 have signed paperwork to have **** automatically draft my external checking account on the 25th of the month. Twice they have drafted the wrong financial institution. I was assured that was all taken care of. In January that did not draft either account and they cant find my paperwork. They would not let me speak with a supervisor. I want someone to tell me what the problem is and to credit the extra interest charged to my accounts,

  Business Response

  Date: 02/03/2025

  Mr. ***** reached out to us October 2024, and we researched the problem and found it was not properly set up and we fixed the problem in November 2024.  The member was not made aware that our disclosure states: 
  "Transfers to and from External Transfer Funds accounts could take between one and three business days to settle.  Scheduled transfers, both one time and recurring, will settle one to three days after the transfer scheduled date."
  The 25th of December was a holiday, and the 25th of January was a Saturday, and both of these dates were considered non-business days.  Both payments posted within the one to three business days according to our disclosures. 
  We have reached out to Mr. ***** and offered to change the *** so they would post on the 25th of each month and he declined.  Due to the confusion, we will credit Mr. ***** account the accrued interest as he requested. 

• Initial Complaint

  Date:01/13/2025

  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 am not liable for this debt with TRAX federal credit union, I do not have a contract with **** , they did not provide me with the original contract as I requested

  Business Response

  Date: 01/13/2025

  This account was opened October 11, 2016, as part of a signup done at a company called ***, where you were employed at the time. We were known as Railroad & Industrial Federal Credit Union then and in October of 2021 we changed our name to Trax Federal Credit Union.  Letters were sent to all our members notifying them of the name change. When our name changed it also changed the charged off balance reported to the credit bureaus from Railroad & Industrial FCU to Trax FCU, on your account that was charged off in April of 2018.    I have enclosed the original Signature Card and the Charge off Notice. 

• Initial Complaint

  Date:12/11/2024

  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 am not liable for this account as it has been charged off and also the amount and payment history is incorrect. I didn't receive documentations as I requested. I demand this account be removed from my credit report.

  Business Response

  Date: 12/16/2024

  The Member had an auto loan with Trax Credit Union that was not paid in a timely manner and was repossessed, sold and reported to the credit bureau with a deficiency balance.  The balance did not change much because there was minimal principal reduction due to the continual late payments .The deficiency balance includes late fees, forced placed insurance, monthly disability, life insurance policies, and legal fees added to the current balance. Therefore this will not be removed from the members credit report.

• Initial Complaint

  Date:12/10/2024

  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 am writing to express my outrage and disbelief regarding the recent towing of my vehicle. This situation is beyond frustrating, and I feel completely disrespected by your actions.I have been in constant communication with you, and I made it absolutely clear in a previous email that I would have my payments caught up by mid-December. I took immediate action and made a payment on December 2nd. This payment was made after I had fallen 63 days behind, and it should have reduced my outstanding balance to just one month behind, which means my only overdue payment now should be for November.Additionally, I explained my situation clearlythat I was sick and unable to make the October payment due to illness. I thought this explanation would be enough for you to understand why I fell behind and to work with me as I got back on ******** addition to the December 2nd payment, I had already planned to make two more payments in Decemberone on December 13th and another on December 27thwhich would have brought my account current by the end of the month. It was clear that I was taking all necessary steps to resolve this situation, and I was doing so in a timely manner.Despite these efforts, clear communication, and me explaining the reason for my delay, my vehicle was still towed. This is absolutely unacceptable and completely unjustifiable. I am extremely angry that you have chosen to tow my vehicle when I have made all efforts to bring my account up to date and have communicated these efforts well in advance. The fact that my vehicle was taken despite me having made a payment and having committed to making additional payments is completely out of line.Not only was this tow unnecessary, but it is also disrespectful. I feel like my efforts to resolve this were ignored, and instead of working with me to come to a solution, you decided to take this drastic and punitive action without any consideration for my situation or the clear progress I had made.

  Business Response

  Date: 12/13/2024

  This vehicle was picked up Monday night December 9th. Contrary to the members comments there has not been constant contact with the credit union. Several attempts to contact the member were made, and the arrangements were not kept and the follow up calls were ignored. The member was advised via email last month when only 1 of the 3 payments past due at the time was made. That at 68 days past due, the member was still in danger of repossession. There was never any mention of subsequent payments after 11/25.
  The Credit Union spoke with the member Tuesday December 10th about the history of this loan and the fact that every payment had been paid late since the purchase of the car, and a letter of repossession was sent out in August as well. The member refused to update The Credit Union with payment arrangements to bring the loan current when emailing the member care representative on 11/22 but did promise a payment on December 2nd, which was not received. During this conversation, the member claimed he was sick in October that is why no payment was made. However, it was explained to the member that the loan was past due much more than just Octobers payment. Currently, the loan is still 48 days past due. The member was advised the vehicle can be redeemed if the loan is made current and the repo fees are paid in 15 days.
  

  Customer Answer

  Date: 12/26/2024

   
  Complaint: 22665654
  
  I am rejecting this response because: 

  I am writing to follow up on the recent communication regarding my account. As stated in my email sent earlier, I made a payment on December 2nd, with the understanding that I would be caught up by mid-December. However, I am frustrated to find that there has been no acknowledgment of the payment, nor any recognition of the plan we discussed.
  It is disheartening that Trax Credit Union has not taken ownership of the information conveyed in my previous correspondence. I made every effort to ensure that I adhered to the payment plan and communicated my intentions clearly. Despite this, the lack of follow-up or resolution on your end has left me feeling overlooked and frustrated.
  I would appreciate prompt clarification regarding my account status and a clear explanation of why my efforts have not been properly addressed. I expect better communication and transparency moving forward.

  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 12/26/2024

  The receipt that you provided was the same payment clearing your bank account on Monday December 2nd, for the payment made and posted on Friday November 29th to your loan with ********. The last communication prior to that payment was an email on Monday November 25th where you stated you could make 1 payment on the 29th.  Our advocate informed you she needed at least 2 payments to avoid repossession.  There was no further payment arrangements or communication.  As of this communication you have paid all the necessary payments through November's payment to redeem your vehicle, by paying the payment posted to your account today December 26th.  

  Customer Answer

  Date: 12/26/2024

   
  Complaint: 22665654
  
  I am rejecting this response because:  

  I would like to clarify a misunderstanding regarding the payment schedule and the recent towing of my vehicle.
  At no point did I commit to making a payment on December 2nd. What I stated was that I would be caught up by mid-December, specifically by December 13th, and that I would be paying several months ahead to bring my account current. Unfortunately, due to the circumstances, instead of being caught up where I had planned to pay two months worth of payments on December 13th, I was forced to pay two months to you directly and an additional payment to the towing company to retrieve my vehicle.
  Had I not been faced with the towing situation, I would have been in a position to pay you the outstanding amounts and stay on track as initially discussed. The towing of the vehicle impeded my ability to get caught up and make the full payment as planned.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:11/08/2024

  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.

  TRAX FCU ADDRESS: PO BOX *****. ************************* ACCT NO: ***************** ***: $0.00 PLEASE REMOVE IT FROM MY CREDIT REPORT.

  Business Response

  Date: 11/21/2024

  Ms. ***** **** opened an account with ********************** & Industrial FCU on May 19, 2016.  On September 21, 2019 her checking account was charged off in the amount of $226.00 and was then reported to the credit bureaus.  On March 3, 2020 payment was made to bring the account positive and the credit bureaus were updated to reflect the balance was paid.  On October of 2021 Railroad & Industrial FCU changed their name to Trax FCU.  The Credit Union has investigated your concerns, and we are reporting the information regarding your charged off account accurately to ***************************, Experian and Equifax, which are our credit reporting agencies. Per the Fair Credit Reporting Act, furnishers of information to credit reporting agencies have a duty to provide accurate information.

• Initial Complaint

  Date:08/21/2024

  Type:Service or Repair 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 08-21-2024 my father was informed by his bank (Trax Credit Union) that his account had been charged $278.00 VIA ***************** in ******** **. He does not have a policy with that company. He asked the ** to dispute the charge and they refused. Stating that it was his responsibility. He asked for his account number and bank card be changed and they refused to do that as well. They then proceeded to tell him that they will no longer be able to issue him a new card or account because this has happened too often. This has only happened three times, he does not use his card on websites or any other common card skimming locations. He is 65 and therefore does not use computers or smart phones, so for him to have to dispute the charge on his own is very taxing, confusing, and stressful for someone his age. We will dispute the charge, but he will have to change his account. He lives on a fixed income and cannot afford for this to be a common occurrence. We would like someone to be aware of the practices of this establishment.

  Business Response

  Date: 08/27/2024

  **************** visited our ********** branch on August 21, 2024, did a withdrawal and then inquired about his transactions. We handed him a printout of his transactions, which showed a charge of $278.41 from VIA ****************** **************** expressed a desire to contact the company to clarify the charge. We assisted him by locating and providing the phone number for VIA ****************** During this interaction, we suggested that he get another debit card, but he refused as he did not want another card at that time. We also advised him that if he did not get a satisfactory response from the company, he could dispute the transaction in our office or online. He said OK. Our employee did advise **************** that if fraud happens too much, he may not be issued another debit card. However, on Monday, August 26th **************** went to our ************** office, and we helped him with the fraud paperwork, gave him provisional credit of $278,41 and replaced his compromised Debit Card. 
  

  Customer Answer

  Date: 08/29/2024

   
  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:04/12/2024

  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.

  I am not liable for this debt with federal credit union. I do not have a contract with MARINER FINANCE, LLC. They did not provide me with the original contract as requested.

  Business Response

  Date: 04/15/2024

  I spoke with *********************** this morning in reference to this complaint and he was unaware of filing any complaint.  I explained the complaint was for an Identity Theft Report for a loan of $520.00.  He stated he did not owe us any money as he paid that loan off.  I agreed that the loan was paid off and we did not have any problems with him or his account either.  He asked me to remove the complaint and I said that he would have to do that himself in writing.  He asked for the address and said that he would take care of it.

• Initial Complaint

  Date:11/10/2023

  Type:Customer Service 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.

  My son was involved in a car accident with a car that we were co-owners on. Geico paid off the value of the car while waiting on gap insurance tracks credit union, loaned my son money and opened up another account to buy another car and told him not to worry about the other account that they would wait on the gap they have illegally reported to the credit bureau that I am 30 to 60 days late on my account when they sent me a letter stating that I want they did 30 days that they were wrong and that this would be corrected now a 60 to 90 day account has destroyed my credit and I am an S corporation, business owner, which has now affected my my personal and my business destroying my credit

  Business Response

  Date: 11/16/2023

  Trax Credit Union approved a joint loan request on a 2018 Lexus which opened on December 22, 2022, for *************************** ***** and *******************************. The loan amount was $52,087.09 which included a GAP policy. The vehicle was totaled, and Trax received an insurance check on August 25, 2023,for $37,715.00. We applied for a warranty refund and received a check for $2,503.90 on November 1, 2023. We received a GAP claim payment on November 7, 2023,for $6,235.84. This resulted in an overage of $1,013.00 which was deposited in the members account on November 7, 2023.
  
  ************** has requested a correction to the credit report as a resolution. While it was the contractual responsibility of the member to continue to make the monthly payments on their debt until it is paid in full,**** made an exception and performed an E-********************* on October 17,2023, as a courtesy to the member considering the circumstances surrounding the total loss. While E-***** is quick to respond back to the credit reporting agencies, other 3rd party companies such as Credit Karma may not report back to their consumers in the same timeline.