Complaints
This profile includes complaints for Family Savings Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 5 total complaints in the last 3 years.
- 2 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:03/17/2025
Type: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.
The company Family Savings is illegally reporting I have a open account and owe money This account has been paid in full and needs to be removed
Business Response
Date: 03/20/2025
Family Savings Credit Union is compliant with all state and federal regulations and reports credit information in compliance with the Credit Reporting Resource Guide published by the **********************************. All information reported to credit bureaus is both accurate and complies with applicable industry standards. If a loan is paid in full, the Credit Union will report a zero balance, but a loan is not removed from a credit line if it is paid in full. Please note that although the Credit Union updates its credit reporting information frequently, it often takes 45 days for a credit bureau to publicly report data.Customer Answer
Date: 03/20/2025
Complaint: 23078073
I am rejecting this response because:I would like this removed from my credit file a collection was filed on this account and this account was closed
it has been illegally reporting a missed payment for 5 years each month with the credit reporting companies
You have the right to report closed You dont have the right legally to do both report closed and report monthly missed payments
I have spoken to several attorneys and before making legal action for this bank I will ask one more time Remove this from my file immediately
Sincerely,
***** ***********Business Response
Date: 03/27/2025
Family Savings Credit Union maintains the stance that it is compliant with all state and federal regulations and reports credit information in compliance with the Credit Reporting Resource Guide published by the **********************************. All information reported to credit bureaus is both accurate and complies with applicable industry standards. If a loan is paid in full, the Credit Union will report a zero balance, but a loan is not removed from a credit line if it is paid in full. Please note that although the Credit Union updates its credit reporting information frequently,it often takes 45 days for a credit bureau to publicly report data.Customer Answer
Date: 03/27/2025
Complaint: 230780None of these statements are true!!
it is inaccurate reporting to report a balance of owed if I has been paid!!
Family Savings is breaking the law for illegally reporting a balance in my credit files when 0 balance is owed
I am rejecting this response because:
Sincerely,
***** ***********Business Response
Date: 04/04/2025
Family Savings Credit Union maintains the stance that it is compliant with all state and federal regulations and reports credit information in compliance with the Credit Reporting Resource Guide published by the **********************************. All information reported to credit bureaus is both accurate and complies with applicable industry standards. If a loan is paid in full, the Credit Union will report a zero balance, but a loan is not removed from a credit line if it is paid in full. Please note that although the Credit Union updates its credit reporting information frequently, it often takes 45 days for a credit bureau to publicly report data.Initial Complaint
Date:07/09/2024
Type: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.
The bank refused to take my 11yr olds' coined money. They stated it was due to their policies. When I requested a copy of **** policy, I was informed it was no where in writing. I also informed them that I have brought coined money in multiple times and never had an issue with making a deposit. I do not believe an upstanding business could/should have policies dictated to their customers that are not in writing or by laws.Business Response
Date: 07/11/2024
It is the procedure of Family Savings Credit Union to require loose coins to be rolled before accepting the coin for exchange or deposit. Procedures are internal documents and are for our staff only to reference. The credit union asks for large amounts of loose coin to be rolled prior to visiting the credit union in order to consider the wait time of all credit union members waiting to be served by our tellers in the lobby. Coin rollers are often provided to members for their convenience. It is unfortunate that you had this experience, however, we are glad you were still able to make your deposit.Customer Answer
Date: 07/11/2024
Complaint: 21962669
I am rejecting this response because: I feel your answer is to vague. What amount of loose coins would qualify as needing to be rolled?
Sincerely,
***********************Business Response
Date: 07/19/2024
Family Savings Credit Union requires any amount of loose coin that is brought into our branches that meets the amount of each denomination of coin for that roll, to be rolled. Coin that will not fill additional rolls, will be accepted as loose coin. For example, quarters brought in that equal $10.00 would need to be rolled. Loose coin under $10.00 or over $10.00 would be accepted, until the next roll amount is reached. This is also the case for all other coin denominations including: pennies ($0.50), ******* ($2.00), and dimes ($5.00).
Procedures of Family Savings Credit Union are internal documents created for credit union staff to reference and must remain that way.However, we understand that arriving at a location and having to roll the coin can be challenging. At Family Savings Credit Union, we try to help all members have a quick and satisfactory experience. We value all our members and ask that you accept our apology for the experience you had on 7/9/2024.Customer Answer
Date: 07/19/2024
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:04/09/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On Wednesday February 14 I realized a little over ****** dollars had been taken out of my account from a place called Giant Eagle Supermarket in ************ and GetGo Market and Cafe in ************. After filing the claim, I called the bank because I had not heard back and was told **** was investigated the fraud claim. The lady alluded to the fact that this was my fault. I felt very unsupported and that the care for my account and what I was going through was unimportant and not being handle as if the account was her own. I was interrupted multiple times and rushed off the phone. I received a letter in the mail a few weeks later that stated:The evidence obtained in our investigation indicates that you voluntarily authorized the payment or provided you card information to someone else and/or that you have received benefit from the merchants products or services.I was ready to comply with any part of the investigation to show I had never been in ************ and was not trying to lose over ****** dollars of my own money in any way This had definitely been one of the biggest hardships I have faced. I have been with this bank since I was in high school and kept my account even after I moved because I loved the bank so much. Im humiliated and demoralized by the events and would love the help I need to get the money back.Business Response
Date: 04/15/2024
The credit union has received compliant 21549034. We are requesting more time in order to conduct a thorough investigation. We will investigate this further and send in a response as soon as possible. thank you.Business Response
Date: 04/19/2024
April 19, 2024
Better Business Bureau of *************
*******************************************************br>Suite 510
********************
RE: Case ID ********
Family Savings Credit Union appreciates the opportunity to respond to the above-referenced complaint made by our member.
In January 2024, this member made a claim of an unauthorized electronic withdrawal from his account, after he voluntarily gave his account information to a person over the phone. The Credit Union blocked his card and refunded over $19,000 withdrawn from his account. A new card was issued.
Eleven days later, this member again filed a debit card dispute, again claiming that he gave his debit card account information to someone over the phone posing as an employee of the Credit Union. Again, the Credit Union refunded the member, almost $5,000 and again issued a new debit card.
Only twenty days after the second dispute was filed by this member, he filed yet another dispute claiming to have been duped into giving his debit card information to a fraudster over the phone. This was the third such incident in just over one month.
Based on the factual history and other information reviewed by the Credit Union as part of our investigation, we determined that the payments were not unauthorized by the member.
The Credit Union followed all legal and regulatory requirements and acted within all requirements in making its determination.
Thank you for the opportunity to address this issue.Initial Complaint
Date:04/08/2024
Type: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 personal information was compromised. My bank account information, login, and credit card information, When I noticed this in October of 2023, I immediately called my bank and requested that they investigate and close my account, they told me to come in physically if I wanted them to act and I did at the time my account was not overdrawn but there were deposits and withdrawals that I didn't recognize. I went to the bank and instead of closing the account when I told them that my bank account information was compromised all they did was cancel my credit card and change my login and add a extra layer of protection. Then the next month I noticed my credit card that only had a $5000 credit limit was overdrafted $16,000 and I called the bank, they told me I had to come in physically again if I wanted to discuss it, this time they told me I was responsible for this debt. They were not going to investigate it and since this was a cybe crime there was not much a police report could do. Then a few weeks later they closed my account down and a few months later added this to my credit report. This is unfair practices. I feel this should be further investigated and this should be removed from my credit report. Also, I have the right to a full report of the investigation.Business Response
Date: 04/15/2024
Regulations provide guidance for certain procedures to be followed in these types of circumstances. The member was made aware of the proper procedures to follow and did not do so.Customer Answer
Date: 04/15/2024
Complaint: 21547492
I am rejecting this response because:
If you read the steps that I took, I absolutely did everything that was asked of me. I reported it the moment I noticed it. I was told to report to the bank physically I did so atleast twice. I was told to cancel my card I did so. I was told to create extra security measures I did so. I followed all of the procedures required and Family Savings Credit Union did not even investigate the situation. I demand this be removed from my credit report as I am not liable for this.
Sincerely,
*****************************Business Response
Date: 04/23/2024
April 23, 2024
Better Business Bureau of *************
*******************************************************br>Suite 510
********************
RE: Case ID ********
Family Savings Credit Union appreciates the opportunity to respond to the above-referenced complaint made by our member.
The Credit Union was informed by our member that charges against his account were unauthorized. The Credit Union conducted an investigation into the facts, and based on the information gathered during the investigation, we determined that the payments were not unauthorized by the member.
The Credit Union followed all legal and regulatory requirements and acted within all requirements in making its determination.
Thank you for the opportunity to address this issue.Initial Complaint
Date:04/05/2024
Type: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 used my debit card an another institutions ATM machine and the machine powered down during the transaction. Did not provide money requested. Reported to my institution FSB within minutes after the failed transaction as pulled up my account ant the funds were deducted. That was on 2/24/2024 I received one letter on 3/7 I have yet to be provided a previsional credit or resolution to the lost funds. Called again today and same run around no help.Business Response
Date: 04/08/2024
Dear Member:
An investigation of this matter has shown that you are correct in that you should have received credit for the transaction that occurred when the machine powered down on 2/24/2024. Family Savings has placed the amount you should have received at that time into your account today. We strive to make things right when errors occur, and we apologize for any inconvenience this has caused you.
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