Complaints

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

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  USF Federal Credit Union

  20610 Bruce B Downs Blvd Tampa, FL 33647-3668

• 

  USF Federal Credit Union

  4103 Usf Cedar Circle Tampa, FL 33620-0001

• 

  USF Federal Credit Union

  510 3rd St S Saint Petersburg, FL 33701-4616

• 

  USF Federal Credit Union

  3487 Clark Rd Sarasota, FL 34231-8405

• 

  USF Federal Credit Union

  7037 E Fletcher Ave Tampa, FL 33637

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:04/09/2025

  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 paid my vehicle loan off on 3/28/25, as of this complaint FL DMV still has an lien listed on my vehicle from USF Credit Union. When I called today she said oh we take ***** business days to electronically notify the *** that your loan has been paid off but I will escalate it to the department that does this. I told her my wife paid off her vehicle with GTE on the same day as me and her "electronic lien" has been satisfied and doesn't show with the **** The representative at *** didn't have anything else to say and was silent! I have never heard of USF Credit Union and surely don't recommend them to anyone else! Seems like a bank of excuses to me. My loan is paid off so do your job and "electronically" notify the *** that the lien has been satisfied and can be removed. When I asked if USF Credit Union has even attempted to tell the *** that the representative said oh no not at all the ***** business days time frame isn't up yet.

  Business Response

  Date: 04/22/2025

  Good morning, USF Credit Union's policy is to release a lien within ***** business days from the date of payoff.  Our records indicate that the lien was released on April 10, 2025, which is 9 business days after your payment was received at a Shared Branch location.  For future reference, you may visit a local branch with cash and request a rush to get the lien released.  When paying by check, or at a shared branch location, longer time frames may apply.  Thank you for your membership.

   

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23179964
  
  I am rejecting this response because: USF FCU was dragging their feet to get the lien lifted. I had to call and have an escalation lift on the lien and then yes it was done in the time frame indicated. Had I known how much ******* drags their feet and is a headache even with paying monthly, I would NEVER have accepted a loan with ******* and definitely advise everyone I know to NEVER do business with ******** 
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 04/24/2025

  Mr. ******,

  As mentioned in our first response, the lien was released within the timeline stated in credit union policy. When funds are deposited by shared branch location, the timeline for release can be a little longer than average. We apologize for any inconvenience this caused.

• Initial Complaint

  Date:01/10/2025

  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.

  Formal Dispute Regarding Payment System Failure Dear USF Federal Credit Union,I am writing to formally dispute a late payment recorded on my credit report regarding the auto loan (#******-0000) for which I am the guarantor on behalf of my son.On November 23, 2023, I attempted to make the payment from the ****************** using your phone payment system. However, the payment could not be processed due to an issue with your system. This issue was later confirmed by one of your branch representatives.Despite my efforts to resolve the situation, I was unable to receive a response to my inquiries until the following day. I had contacted you on the due date itself but was not able to successfully make the payment because of the system malfunction.This incident has now resulted in a late payment of 30 days being reported on my credit file, which is negatively impacting my financial standing. I kindly request that you investigate this matter thoroughly and correct this error on my credit report. I am prepared to provide supporting evidence of my attempts to make the payment and the communication delays I experienced during the process.I trust that you will address this issue promptly and work with me to find a resolution. If necessary, I am happy to provide additional documentation or speak with a representative to clarify any details.Thank you for your attention to this matter. I look forward to your prompt response.

  Business Response

  Date: 01/24/2025

  Mr. *********,

  The Credit Union has completed its investigation into your concerns.  *** Sr. ******** of Member Experience has attempted to reach out to you multiple times. Please return his call at ************, if you would like to discuss this further. 

  Thank you.

• 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 being charge excessive with bank fee and paying a cash withdrawal I did not do. I tried to talk to credit union last week when found out the problem on my credit report. I never knew about this negative balance.

  Business Response

  Date: 12/16/2024

  Good afternoon,

  After an in-depth review of your account and the grievance submitted, it has been determined that the credit union has acted within its account disclosures and regulatory requirements. Should you need further assistance, please contact us at ************.

  Thank you

• Initial Complaint

  Date:11/04/2024

  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.

  I bought a ***** Accord 2022 from ************* ***** dealership. The car is financed through USF credit union. As i go over my payments and how much is owed on the car i notice that i am being charged 39k for the car when my paperwork says 21k

  Business Response

  Date: 11/06/2024

  Ms. *****,
  Our Consumer Lending Assistant Manager has indicated that he spoke with you on 11.5.24.  As discussed, the vehicle was purchased through a dealership that presented all of the contract/finance information to the credit union. The loan was funded based on what was received by the dealership, and the negative equity on your trade in vehicle, as well as several back end products, fees, etc. were added to your purchase price. 
  If there are discrepancies with the agreement made prior to signing the contract at the dealership vs. what was actually contracted, we recommend addressing this with the dealership you purchased the vehicle from directly.  We have, on your behalf, reached out to the dealership's General Manager and asked that they contact you directly to discuss and remedy.  

  
  

• Initial Complaint

  Date:10/07/2024

  Type:Customer Service 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.

  Approximately 4 weeks ago I went into the ******** ****** to withdraw $ and asked for a new debit card (current card expires 0924). I was told one would be mailed. I didn't receive a card so I called customer service. ******* or ******* never apologized, cut me off and told me that was told something was wrong and I needed to come into the branch and that the expiration date was 11/24. I went to the branch today. The teller did not have me set a pin handed me my card and sent me on my way. I asked if the pin was the same and she replied yes. 10 minutes later I tried to use my card. Guess what? Transaction failure. I called customer service and ***** apologized and was very nice but again I was told to come into the branch. I asked to speak with a supervisor but was told Porsche Hall was busy and she would call me back. We'll I haven't received a call. I have been a member for over 34 years and the level of *************************** gets worse every year. ***** was great however, outside of her there is 0 customer service. 3 years ago when I got the debit card at the branch the machine malfunctioned and the cvv never printed ******** daughter figured it out so I dealt with because otherwise I would have had to visit the branch again. ***** can't get 2 debit cards right in 3 years and it appears they don't care about their members or any level of customer service. I still need a functional debit card.

  Business Response

  Date: 10/21/2024

  Good afternoon,

  Management has advised that this issue has been resolved to Ms. ******* satisfaction.  

  Customer Answer

  Date: 10/29/2024

   
  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.

  USF never reached out to me however I went into the branch and got a new card. Thank you. 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:09/09/2024

  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.

  15 u.s.c 1681s-2, the statue of limitations has been extended because a charge off was reported month after month on this account.

  Business Response

  Date: 09/17/2024

  Mr. *****,

  After review of your account and the reporting of your account to consumer reporting agencies, the Credit Union has determined that it has acted within regulatory requirements.  If you need further assistance, please call us at ************.

  Thank you

  Customer Answer

  Date: 09/17/2024

   
  Complaint: 22252019
  
  I am rejecting this response because:
  Every time a charge of is reported it extends the statue of limitation which is illegal

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

• Initial Complaint

  Date:08/22/2024

  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.

  Went to pay my loans and instead of paying them they put it in savings account and refuse to transfer it to my payment . They only made what was behind instead of the total 700.

  Business Response

  Date: 09/04/2024

  ******************, partial payments are allowed only if your loan is current. It is Credit Union policy that when a loan is delinquent (or past due), payments are only applied once the full payment amount is received.  Remaining funds required to make the payment were received, and applied to the loan on August 23rd. We hope this clarifies any confusion. Thank you for being a valued member. 

• Initial Complaint

  Date:02/07/2024

  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 contacted ****** on October 7, 2022 to inquire about three separate charges to my credit card and was advised to dispute the charges. ****** stated the investigations can last from 45 to 60 days. I contacted ****** on December 7, 2022 to follow up on my dispute and was told they dropped the ball and had not investigated my dispute. I received a letter from USFFCU on December 30, 2022 with inaccurate information and that my dispute was closed. I was not provided any documents supporting their decision or any information about an appeal process. I reached out to several other entities for assistance with this dispute beginning in April 2023. I received several additional letters from USFFCU (two in March 2023, one in June 2023 and one in February ****) all with some form of inaccurate information and each letter stating something different for the same dispute. I reached out to USFFCU via phone and they will not explain to me why each letter says something different and include inaccurate information.

  Business Response

  Date: 02/13/2024

  **************** - As previously indicated in the most recent written communication to you dated January 24, ****, the credit union opted to provide a courtesy reimbursement for one of the charges you disputed.  As you mentioned in your complaint, you reached out to several other entities for assistance with the dispute.  To reiterate the ****'s findings, in part, "Your concerns with the contract and the payments you made are with Royal ********************* because you signed the contract, provided your credit card, and authorized payments directly with Royal *********************, a membership-based travel service.  The membership-based travel service constitutes a contract between you and the Royal *********************, which **** does not have legal jurisdiction over.  Any contractual disputes with a membership-based travel service are subject to state laws and regulations not within ****'s regulatory purview."  Additionally, the **** stated, "Based on the information provided and discussed above, we conclude that the credit union's actions in this matter were consistent with Regulation Z."  The courtesy refund is no way an admission of liability and the credit union maintains this is a contract issue between you and the Royal *********************.  

  Customer Answer

  Date: 02/13/2024

   
  Complaint: 21249541
  
  I am rejecting this response because:
  

  USFFCU failed to provide an explanation as to why I received several letters from them regarding the same dispute, each letter stating something different and including inaccurate information. I respectfully request that my account be ************************ for all charges and fees accumulated with this dispute. The dispute is solely because I received NO SERVICES from the merchant and the merchant received $5,479.74 of my hard-earned funds. USFFCU has yet to provide a valid explanation as to why I received a credit for one (1) of the three (3) transactions listed in the dispute. If USFFCU determined that I was *********** a credit for one (1) of the three (3) transactions listed in the same dispute,I should be *********** a credit for all associated transactions and charges accumulated because of this dispute for the same reason. Again, I received NO SERVICES. Also, it is obvious that USFFCU copied and pasted word for word from the letter dated January 24, ****, to this response. The letter dated January 24, ****,was only mailed to me after I reached out to USFFCU via phone to inquire for an explanation of the credit to my account dated November 28, 2023. I never received an explanation for a separate credit from USFFCU dated June 26, 2023. In total I received two (2) credits from USFFCU, but it does not sum to the total $5,479.74 being disputed nor does it include the interest fees that have accumulated since the dispute initial request October 7, 2022. ****** even admitted to dropping the ball regarding the investigation of my dispute on December 7, 2022,via phone. None of the letters provided by ****** mentions a investigation. I am only requesting to be credited what is rightfully my hard-earned funds.

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

  Business Response

  Date: 02/16/2024

  **************** the letters you received, and are referencing,indicate that the dispute claim was denied. You requested it be re-reviewed; therefore the case was reopened and a letter was provided with the results of each review.  As indicated in the letters on 12/30/2022 and 3/21/2023 you signed an agreement/contract with the merchant.  The credit card was presented to the merchant for payment at the time of the transaction, therefore the transaction was authorized.  Please review your credit card statement dated 7/21/2023, as this provides you with the description of the credit received 6/26/2023.  Again, as previously mentioned, this is a dispute between you and the merchant and *** FCUs decision to provide a courtesy refund for one of the charges disputed, is in no way admission of liability.

  Customer Answer

  Date: 02/20/2024

   
  Complaint: 21249541
  
  I am rejecting this response because again USFFCU failed to provide a valid explanation as to why I received several letters from USFFCU regarding the same dispute, each letter stating something different including inaccurate information (for instance letters from USFFCU dated 12/30/2022 and 3/21/2022 mentions services rendered which is inaccurate). None of the inaccurate letters from USFFCU mentioned anything about an investigation being conducted regarding this dispute. If ****** conducted an actual investigation as required for all disputes, they would have established that I received no services for the disputed transactions.

  I contacted USFFCU within **** guideline requirements to dispute the mentioned charges although the letter from USFFCU dated 3/23/2023 states All time limits have exceeded per **** regulations which is inaccurate. Per **** guidelines cardholders have a 120-day window after the transaction postdate to dispute a charge and I contacted USFFCU on 10/7/2022. The date of the last transaction that is being disputed is 9/13/2022 which is well within **** 120-day window. The dispute is solely because I received NO SERVICES from the merchant. Im legally *********** dispute billing errors regarding transactions for services not delivered or received as agreed with my credit card company (in this case USFFCU is the credit card company) per the Federal **************** (FTC) and ************************************ (****) Comment for ******* - Billing Error Resolution. Per the Fair Credit Billing Act (FCBA) valid disputes include not receiving the product or service. Again, this dispute is solely about services not being delivered or received as agreed.

  Me reviewing my credit card statement dated 7/21/2023 which I previously mentioned and obviously have already reviewed does not provide a valid explanation as to why I was partially credited instead of fully credited my funds for transactions that I disputed. *********************, USFFCU Card Portfolio Manager stated to me during our phone call on 2/5/2024, You should be happy that USFFCU provided a partial credit to your account. ********************* would not provide an explanation as to why all the letters I received for this dispute include inaccurate information and all say something different for the same dispute. The partial credits to my account does not sum to the total amount of charges and fees accumulated for this dispute and I will not be satisfied until then. I demand that my account be ************************ for all charges and fees accumulated with this dispute. Per the **** my credit card bill should have had a note saying that I do not have to pay the charge or related finance or other charges until the investigation is done in which none of my credit card statements show. I work hard for these funds we are talking about. Again, on 12/7/2022, via phone ****** admitted to dropping the ball regarding their investigation of this dispute. ****, USFFCU Assistant Manager (I didnt get her last name) had an extremely aggressive tone with me during our phone call on 2/1/2024 regarding my dispute as if I was bothering her when Im calling the bank that have my funds to inquire about my funds. I asked **** for a written explanation of ******* dispute appeal process and **** stated ****** would have to get their attorney to provide me with this document. I never received the dispute appeal process which I am legally ***********. I spoke with *****************, USFFCU Member Services Manager in 3/2023 via phone regarding this same dispute and he asked me why dont you get an attorney?. Again, this dispute is solely because I received NO SERVICES from the merchant.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/26/2023

  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.

  Ive been struggling to pay my bills and earn money after being homeless, and *** Credit Union has been making my life h*** as I try to get back on my feet.Without notice, they started adding fees to my credit card along with overdraft fees that get charged multiple times a day on my bank account. Ive been unable to earn money or store money in my account because the second I earn anything, they take it from me. Theyve taken thousands of dollars at this point, more than enough to pay the bills theyre demanding of me, with fees that shouldnt exist due to my overdraft protection. They then seem to remove these extraneous charges from my bank statements.*** tried to talk to them multiple times about this, but they seem to be refusing to let me speak to anyone who understands my situation and are demanding that I fill out financial hardship paperwork, which is paperwork for filling out a commercial loan, and are asking for the names and particulars of everyone close to me along with all my accounts in order to even consider me for financial hardship. Since Im struggling to work, theyve also said this likely will do nothing. No one has even really been able to tell me what would happen if I were approved.This is ruining what little I had left in my life, and now theyre harassing my family. I feel hunted, confused, and trapped.

  Business Response

  Date: 08/04/2023

  USF Federal Credit Union has conducted a review of communications and our ********************** had both attempted and communicated by phone with ************; the Credit Union's last contact was June 26, 2023. A hardship package was sent in late May 2023 however,has not been returned. Regarding indication of account transaction history and extraneous charges, examination does not detect Credit Union error or submission of dispute for transactions presented for payment against **************** account.
  Upon receipt of this BBB complaint, a Credit Union Manager has called and left multiple voice messages however, there has been no response.  The Credit Union remains available and looks forward to discussion upon return call.   

• Initial Complaint

  Date:04/25/2023

  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 have a business account with this *********************************************. I alerted this bank of two large transactions with a finance company that I do not have a car loan with.I filed a fraudulent claim dispute and with out even investigating, looking into my claim, contacted the merchant, or taking the time out to reach out to me they are refusing to investigate these charges. I have been begging from a call back from a manager and they will not reach out to me to get this resolved. I spoke directly to the merchant to ask them who account was my card charged for they gave me the information verbally and was willing to do a 3 way call to clarify that I do not own a vehicle with them and my card was used fraudulently. *** is demanding I do their job by asking them to provide documentation to me to prove this ** I thought thats what the fraud department does. Why am I on the phone for hours trying to research and investigate why this bank does nothing . They wont even take them the time out to call me directly they keep misinterpreting my words through an online chat instead of calling me directly. This is the worst bank I have ever done business with.

  Business Response

  Date: 05/02/2023

  ****************,

  I have been notified that a member of our ************************** spoke to you on 4/27/23 and was able to confirm with you that the transactions in question were legitimate and the fraud claim initially placed was cancelled.  Therefore, this complaint is resolved. 

  Thank you for being a valued member.