Complaints

This profile includes complaints for Credit Union 1's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Credit Union 1

  200 East Champaign Ave. Rantoul, IL 61866

  
• 

  Credit Union 1

  2651 Paseo Verde Pkwy Ste 100 Henderson, NV 89074-6616

  
• 

  Credit Union 1

  450 E 22nd St Ste 250 Lombard, IL 60148-6176

  
• 

  Credit Union 1

  750 S Halsted St Rm 220C Chicago, IL 60607-7008

  
• 

  Credit Union 1

  828 S Wolcott Ave Ste 102N Chicago, IL 60612-3768

  

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:04/15/2025

  Type:Sales and Advertising 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.

  Credit Union One is advertising online that you can open an online checking account with no initial deposits and no monthly fees. They make it sound like you don't need any money whatsoever to open an account. Then you go through this long arduous registration process, and then they tell you that you have to donate $5 in order to get approved. This is ridiculous and I'm going through this over and over again online and it's very frustrating. By the time you get done going through all of that rigmarole, they know that people would rather pay the money than to give up at that point. This is a deceptive and fraudulent technique to extort money out of people. I know it's only $5 but that is $5 that I do not have. That's why I'm trying to open an account now. I'm handicapped and cannot access my ******** money because of stuff like this. I cannot get an account online. I have traumatic brain injury and it has destroyed my ability to get a bank account.

  

  Business Response

  Date: 04/18/2025

  Tell us why here...Re: Complaint #******** ***** **********

  To whom it may concern:
  Credit Union 1 (CU1) regrets the frustration Mr. ********** has experienced in his attempts to open an account with CU1 and other financial institutions.
  As a membership based financial institution, individuals who wish to join the credit union are required to purchase one par value membership share to activate their membership with our institution – this is $5.  In addition to purchase of the $5 par value membership share, there is a one-time $5 membership fee required by our Bylaws. The $5.00 par value membership share is deposited into the member’s primary share account for the life of their membership. The $5 par value membership share is returned to the member if they decide to cancel their membership at a later time.  
  To be eligible to join the credit union you must fall within one of our fields of membership, which typically requires you live or work within a certain area or are employed by a certain employer.  If you cannot qualify through those means you can have CU1 donate $5 on your behalf to become a member of the Credit Union 1 Educational Development Association, Inc. (CU1EDA), which then makes you eligible to become a member of CU1.
  The establishment of membership is separate and apart from the establishment of a depository account.  Once membership is established, via the $5 par value membership share and one-time $5 membership fee, there is no minimum deposit to open a checking account.  The $5 to the CU1EDA is paid on behalf of the applying member if they do not qualify through other means.
  
  Our records indicate that Mr. ********** began the process of establishing membership with Credit Union 1 on February 15, 2024. However, the application was not completed. Should Mr. ********** wish to move forward, he would need to restart the application process.  We are happy to reach out to Mr. ********** directly to help him with establishing his membership and opening a checking account.
  
  We hope this provides clarity, and we would be happy to assist with any further questions or concerns.
  
  Sincerely,
  
  Compliance Department
  Credit Union 1
  

• Initial Complaint

  Date:04/11/2025

  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 bought a new vehicle 4 months ago and the loan officer at the dealership obtained a loan with Credit Union 1. My complaint with credit union1 is that that they have repeatedly been abysmal with correspondence. I was looking for my first bill and had not received it in January. I called their customer service number and was told I was delinquent on my first payment as it was due the day I called. I had not received any correspondence from them so had had no way to pay it. I paid on the phone that day and set up auto payments On 4/11/25 I received a letter in the mail from them dated 3/31/25 that said my account had a CPI premium because I failed to submit required insurance verification documents. I immediately called customer service who said the loan department was already home for the day but they confirmed that CPI was added March 24th, and that I was already delinquent because my April 8th payment was less than the NEW amount (that I was never told about). I was NEVER contacted by credit union 1 to provide additional proof of insurance. Customer service said there was a note in my file that a loan specialist contacted me February but I received NO phone calls or voice mails explaining ANY of this. Nor did I receive any emails or other correspondence. I have electronic and phone preferences enabled for communication. I am extremely disappointed with the lack of proper correspondence with credit union 1 and shocked that they have not attempted to contact me…. And that they sent me a notice my bill was going up AFTER they already increased it and I didn’t receive until OVER 2 weeks after they increased my monthly payment (in error) by over $200! Who does business like that. My only option today is to wait until Monday. Customer service couldn’t help today. After providing the necessary information to resolve the issue I will be contacting loan professionals and my insurance to inquire about what my options are to extricate myself from this institution.

  

  Business Response

  Date: 04/21/2025

  Re: Complaint #******** ******* ***

  To whom it may concern:
  
  Credit Union 1 (CU1) values its commitment to top quality service, so it is disappointing to hear of cases where our consumers are not happy with the service they have received.

  We have reviewed Mr. ***** complaint and found that the loan payment details were provided to him as part of the initial loan documentation. This included the payment amount, due date, and several options available for making loan payments. Additionally, insurance requirements were clearly disclosed through multiple documents. These documents included instructions on how to submit proof of coverage to our insurance tracking partner. CU1 requires borrowers to maintain auto insurance with a maximum deductible of $1,000 for both Comprehensive and Collision coverage. The loan contract specifies that failure to maintain adequate insurance coverage and/or provide proof of such coverage will result in the credit union purchasing a policy, passing that cost on to the borrower and adjusting the monthly payment to cover the cost of that policy if not paid outright by the borrower.
  Collateral Protection Insurance (CPI), in the amount of $2,047 was added to Mr. ***** loan on March 28, 2025 due to a lapse in full coverage on his vehicle for the period of 12/20/2024 through 03/03/2025. We have had communication with Mr. *** as follows:
  
  03/10/2025 – Member was sent First Reminder Notice requesting proof of insurance effective from 12/20/2024 adding Comprehensive Coverage and Collision with a $1000 or less deductibles and showing CU1 as a lienholder or loss payee.
  03/17/2025 – Final notice was sent to member
  03/28/2025 – CPI Premium placed and notice sent to member. This resulted in a payment increase from $425.67 to $658.35. The increase in payment meant that the loan was past due to the difference, $232.68.
  
  On April 14, 2025, Mr. *** contacted the credit union and spoke with a representative from the Loan Resolution Team. During this conversation, the team provided information regarding the Collateral Protection Insurance (CPI) refund process and addressed questions related to the past due balance on his loan.
  Mr. *** was informed that, upon review and approval of his insurance coverage, any applicable CPI refund would be applied to offset the past due balance. Once the credit union receives the full refund, the loan account will be updated accordingly to reflect the current balance.
  Sincerely,
  Compliance Department

• Initial Complaint

  Date:03/29/2025

  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.

  OK, so this is beyond extremely unacceptable. The problem that I’m running into is that I’m not able to use my debit card. The transactions arebeing declined. This happened yesterday after my sweet wife texted me at work telling me that our card has been declined at the gas station and we went to a restaurant to get something to eat, and the card was being declined. The reason that was showing up on the keypad as weexceeded our transaction limit That is beyond unacceptable beyond ridiculous. I spoke with the fraud department this morning and they said that that’s the reason why that we’ve gone our transaction limit so what is this new role like oh you can’t go over your transaction limit you’ve exceeded 10 transactions today now we’ve decidedthat you can’t use your card that means I don’t have access to my funds and the lady that I spoke with at the fraud department even sound. Human sounded like AI I’m in radio broadcasting and I can listen to peoples voices and tell if they’re AI so that’s really reallybad there and of course the customer service department is closed on weekends so I can’t get help. Thankfully I have cash as a back up, but this extremely unreliable that I can’t access my money as a credit union one customer this is so unreliable. What a bad awful surprise to deal with so embarrassing to go to an establishment to a purchase and your card is being declined. That’s extremely embarrassing extremely unreliable. I’m very tempted to just close my account altogether because how can I dependon the bank to have access to my Funds? I’m asking that this gets corrected. This is beyond unacceptable I understand like if the card is being used in Mexico or something like thatyeah fine whatever you know that’s fraud but this is where I live in my hometown. Can’t even use my card where I live. This is really really such a bad system and I’m the one who’s being punished for it Really really really bad so you’re paying the price. I’m filing a complaint

  

  Business Response

  Date: 04/07/2025

  Re: Complaint #******** ******* ****
  
  
  To whom it may concern:
  
  CU1 values its commitment to top quality service, so it is disappointing to hear of cases where our members are not happy with the service they have received.
  
  A review of Mr. ****** account was conducted and found the following:

  Two cards were issued in 2022, with card numbers ending in **** and ****. However, the card ending in **** was never activated and was subsequently closed on October 17, 2023. During the month of March 2025, no transaction attempts were made on the active card ending in ****.
  On March 13, 2025, Mr. ****** spouse attempted to use the closed card ending in **** at **** ***** for a transaction totaling $38.78.
  On March 28, 2025, Mr. **** requested the issuance of a new debit card for his spouse via secured message. At that time, the card ending in **** was closed and a new card was ordered, with an expected delivery timeframe of 3 to 7 business days.
  
  We understand Mr. ****** frustration regarding the limits on debit card purchases. As outlined in the Electronic Fund Transfer Agreement & Disclosure, members may make up to 20 **** Debit Card purchases within a twenty-four-hour period. These limits are designed to help protect consumers from fraudulent transactions. While the credit union does not offer permanent increases to these limits, a temporary twenty-four-hour increase may be considered on a case-by-case basis. CU1 apologizes for any inconvenience this may have caused Mr. ****.
  
  
  Sincerely,
  
  
  Compliance Department

  Customer Answer

  Date: 04/08/2025

   I am rejecting this response because:

   

  I don’t agree with this response, this rule makes life so difficult for me not being able to use my card if somehow going over the 20 transaction limit, it’s very embarrassing, I know this will probably be my only chance to complain about this, and the bbb will close this, it does no good to call because your closed on weekends it’s really unacceptable, I’ll leave negative reviews online hopefully this rule will be changed, 

   

  
  

  
  

• Initial Complaint

  Date:01/10/2025

  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 stayed at a ****** hotel that had incidental fees held in my account. The hotel releases the money but the bank had not put it back in my account. I waited the next day because it the day after the president's funeral so I figured that could be why it wasn't released. When I called, the representative answered and did not validate my account and specifically told me it would be 10 days to release the funds and there was no way they could manually release the hold. She also stated she couldn't see when the hold would expire. I'm at the point I'm ready to switch my bank account because even my direct deposit isn't in my account on the day it should be. All my coworkers get there pay check Wednesday at 12am, but me. I get my check at 8am Thursday. It's like it's being done intentionally. If there was just a hold there's no way it should take 10 days. It's like they are wanting to charge me fees. I'm going to shut this account down because it's not fair. Now I'm being charged overdraft fees and its not fair. Instead of the bank looking out for me, they are targeting me. I will leave if this is what's it's coming to. I'm extremely offended and incredibly disappointed. Even the customer service assistant seemed very unconcerned because I had to tell her that she didn't even pull up my account. She told me she could see the account with the phone number that I called from.

  

  Business Response

  Date: 01/22/2025

  Re: Complaint #******** ******* *****
  
  
  To whom it may concern:
  
  CU1 values its commitment to top quality service, so it is disappointing to hear of cases where our consumers are not happy with the service they have received.
  
  We reviewed our records and found that Ms. ***** authorized a transaction on January 4, 2025, in the amount of $100 from ****** ****** ***. Upon authorization, the credit union may place a temporary hold on Ms. ***** account for the amount authorized to be paid to the merchant. This means that the funds subject to the hold would not be available for other purposes until the transaction is settled. On January 6, the $100 hold was released based on the merchant releasing the transaction, which made Ms. ******* available balance $102.01. On that same day (January 6), a transaction posted to her account in the amount of $82.49 from ***** ******** *****, which reduced the available balance to $19.52. On January 10, Ms. ***** did not have sufficient available funds when ***** debited her account $138.23 resulting in an overdraft fee for insufficient funds. In order to avoid an overdraft fee, Ms. ***** needs to have sufficient available funds in her checking account prior to scheduling an electronic fund transfer and maintain available funds until the payment is debited from the account.  Notwithstanding Ms. ******* insufficient available funds, we are happy to refund her the amount of the overdraft fee.
  
  Regarding Ms. ***** direct deposit of her paycheck, the funds are made available in her account as soon as the credit union receives the deposit information from her employer. The actual day and time of posting may vary for each deposit depending on when it is sent by and received from the originating financial institution used by her employer.
  
  Sincerely,
  
  
  Compliance Department

• Initial Complaint

  Date:12/12/2024

  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.

  The vendor was committing fraudulent activity. Although I sent in money taken from my CU1 bank account, I never received any documentation for the south africa trip. there was no cancellation policy. CU1 policy is to credit back charges that are not valid. this is not a valid charge. I received nothing. the charge was made March 2024. I uploaded the itinerary that was sent to me. on page 6 at the bottom it says no cancellation policy. to be determined later. there was and is no agree ment. Credit union I is not complying with its on policy. I asked cu1 to send me the agreement that they said existed. credit union did not send it. credit union 1 did not consider the written language that there was no cancellation policy. there was nothing to cancel, i never had a booking, reservation, or trip confirmed. CU1 did not comply with its rules and policies. this was not a valid charge to my account.

  

  Business Response

  Date: 12/18/2024

  Re: Complaint #******** ******* *****
  
   To whom it may concern:
  CU1 values its commitment to top quality service, so it is disappointing to hear of cases where our consumers are not happy with the service they have received. We have determined the following in our investigation:
  
  The itinerary and receipts were accessible to the member via the ******** platform, which **** ***** utilizes as their third party booking and payment platform.
  The member made six payments and received confirmation for each through ******** that would have been sent to her email address.
  The member’s agreement to the terms, including the cancellation policy, was established upon her initial deposit.
  The merchant advised there will not be a refund on December 3, 2024 by email.
  The member did not secure travel insurance as advised.
  
  Additional information found in our investigation is that the member initially reached out to **** ***** in November with a different email address than what was used for booking, which may have caused initial confusion when **** ***** could not locate her records. Ms. ***** should be able to utilize the ******** platform for receipts on payments that have been made. **** ***** adheres to ********** cancellation and refund policy which states “All payments made through ******** are non-refundable. It is recommended that travelers purchase travel insurance to protect against unforeseen circumstances”. We sympathize with Ms. *****, but unfortunately Credit Union 1 does not have any chargeback rights to dispute these charges for our member due to ********** cancellation policy.
  
  Sincerely,
  
  Compliance Department
  

• Initial Complaint

  Date:10/30/2024

  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.

  My car is financed through Credit Union 1 and they sent information stating that I was not covered with insurance. Credit Union 1 added $10,580 to my car payments making my car payments from $855 to $1400 a month. I can’t afford to pay that when I’m already making payments with my insurance somewhere else and they have proof that I’m covered. They took off $5,000 and something but left the rest. I’m only 21 years old and I can’t afford to pay all that money for a car when I have insurance. Then they are reporting it to the credit bureau saying I’m 30 and 60 days late on my car payment when I’m not even 30 days late at all.

  

  Business Response

  Date: 11/08/2024

  To whom it may concern:
  
  Credit Union 1 (CU1) values its commitment to top quality service, so it is disappointing to hear of cases where our consumers are not happy with the service they have received.
  
  CU1 requires any auto loan borrower to have auto insurance for that vehicle with a maximum deductible of $1000 for Comprehensive and Collision coverage. This insurance requirement was disclosed to the borrower on multiple documents in her initial loan package, including information on how to provide proof of coverage to our insurance tracking company.  The loan contract describes that failure to have sufficient coverage, and/or provide proof of that coverage would result in CU1 purchasing a policy and passing that cost on to the borrower and adjusting the monthly payment to cover the cost of that policy if not paid outright by the borrower.
  
  We have researched Ms. ********’ complaint and found there to be a lapse in coverage from 06/03/2024 to 09/13/2024. We have had communication with Ms. ******** as follows:
  
  06/24/2024 – Member was sent First Reminder Notice requesting proof of insurance effective from 06/03/2024 adding Comprehensive Coverage & Collision with a $1000 or less deductibles and showing CU1 as lienholder or loss payee. The notice also advised that the cost of the Collateral Protection Insurance (CIP) would be $10,500 for 12 months if proof was not received.
  07/22/2024 – Final notice was sent to member
  08/14/2024 – CPI premium placed, and notice sent to member. This resulted in a payment increase from $857.90 to $2077.93.
  09/17/2024 – We received proof of insurance with an effective date of 09/14/2024. An adjustment to the CIP was made for partial coverage and a partial refund was issued in the amount of $5396.00. The new payment amount was adjusted to $1455.69.
  
  In reviewing the history since May 2024, when the loan was funded, we show that we have been receiving inconsistent payments that have not considered the increased payment due to the CIP being added. This has resulted in Ms. ******** becoming past due to her loan payments. Credit Union 1 has also had numerous conversations with Ms. ******** advising what was needed and explaining the change in payments.
  
  As it stands, the Collateral Protection Insurance that was added to the loan can be reviewed for a full or partial refund upon receiving proof of insurance coverage from 06/03/24 to 09/13/2024. Until that time, the increase in the payment amount will remain in effect.
  
  Sincerely,

  
  Compliance Department

• Initial Complaint

  Date:09/17/2024

  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 have banked with CC1 for several years. Since 2021 I've noticed my account is constantly overdrawn. I called because this particular time my account was overdraft for 1000.00. I went in to do research and going that affirm payments were being deducted for items that were restored. In addition, I saw that payments that were put on hold were still pushed through. This caused my car now that's on autopay to lasp. It's like it's being done intentional. My car payment is always taken out 3 days after the date its scheduled for. When I called to report these transactions, they asked all these questions that I have no way of knowing about each order. They said I'd have to wait until 60 days before I can get my money back. They only go back 60 days. There were other deductions from previous months that shouldn't have been withdrawn. I also had a dispute and they said I couldn't dispute it after 60 days. This was for a purchase for a devise l service that wasn't rendered and the Company won't give me my money back. I thought my bank was supposed to help me. I've never dealt with anything like this. it's like they don't have my best interest so I'm thinking I need to get a lawyer. You should see how many withdrawals were made.

  

  Business Response

  Date: 10/02/2024

  Re: Complaint #******** ******* *****
  
  To whom it may concern:
  
  Please accept this letter as our response to the above-listed complaint.
  
  On September 12, 2024, Ms. ***** contacted Credit Union 1 (CU1) to dispute several charges to her account. CU1 advised Ms. ***** that to process her dispute, the credit union would need to know which transactions she’s disputing and the reason for the dispute to begin the process. Since the credit union was unclear which transactions Ms. ***** wanted to dispute, she was advised of the 60 day-timeframe in which a consumer must report an unauthorized electronic fund transfer that appears in a periodic statement. As of the date of this response, CU1 has contacted Ms. ***** by phone and email to get the detailed information that the credit union will need to process the dispute.  
  
  Regarding the car payment, due to previous transactions posting to Ms. ***** account, she did not have sufficient funds available in her account to process the car payment and was charged an overdraft fee for insufficient funds. Ms. ***** was advised that pending transactions may not post to her account in the order they were initiated, but rather in the order that the settlement is received. To avoid lapses on her car payment, Ms. ***** needs to have sufficient available funds in her account prior to scheduling an electronic fund transfer and maintain that funds availability until the payment is debited from the account.
  
  Sincerely,
  
  
  Compliance Department

• Initial Complaint

  Date:07/03/2024

  Type:Billing 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.

  The credit union put my rent money on hold because they didn’t enforce a policy they did not notify of and won’t release the funds to my account or return them to the account it wrongfully took it from. And now I’m behind on rent giving my landlord the option to have me evicted. They have now disabled my online banking account so I can’t check my account for any changes.

  

  Business Response

  Date: 07/08/2024

  Re: Complaint #******** ****** ***** **
  

  
  To whom it may concern: 
  
  Please accept this letter as our response to the above-listed complaint. 
  
  Credit Union 1 (CU1) is dedicated to compliance with state and federal regulations in our service to our members.
  
  Mr. ***** utilized our online portal to initiate two transfers into his CU1 account from an account with another financial institution.  Each transfer was directed for $2100 which occurred on June 27.  Given that this was the first such transfer made from the source account, an extended hold was placed on the funds.  With that a notice of hold was provided to Mr. ***** indicating that the funds would become available on July 12.
  
  On July 2, one of the transfers was returned for insufficient funds.  Through communication with Mr. *****, it was found that the funds were being transferred from an account of which he was not the owner and had no direct authorization to have directed a transfer to his account.  This account is owned by a friend of Mr. *****.
  
  Given this information, CU1 is unable to return the transfer unless the funding institution requests it returned through a dispute as unauthorized transfer.  Furthermore, CU1 is unable to release the funds to Mr. ***** as we are aware that the funds were deposited as the result of an unauthorized transfer.  In doing so, we would take a loss for the transfer if the original account owner filed a dispute for the unauthorized transfer.
  
  Mr. ***** has been advised that he must contact the account owner to reach their financial institution to request the transfer be returned as unauthorized.  CU1 is not responsible for any fees that are assessed or any other negative outcomes due to the situation being caused by Mr. ***** directing the unauthorized transfer to his own account.
  
  
  Sincerely,
  
  **** ******
  Director of Compliance

  Customer Answer

  Date: 07/13/2024

  Credit union and I have successfully work out an agreement. 

• Initial Complaint

  Date:04/26/2024

  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 had a lapse in insurance when I switched to a new provider. I contacted my insurance over and over along with credit union one. Trying to fix the issue. Then as soon as I got it fixed my monthly amount went up by almost double what I was paying and more then when I first purchased the vehicle. They added something for insurance, and that's fine. But also for months my payment did not go down at all. There also all over and still showing my original payment being taken out then added back in. I asked if they can lower my payment again months later. After I have been paying this high amount with just recently money finally being taken off after months of me paying with nothing to show for it. And they are refusing because there keeping the insurance thing they added. When I already have insurance on my vehicle. Along with sending them documents of my insurance being what they want it to be.

  

  Business Response

  Date: 05/06/2024

  Re: Complaint #******** ******** ******
  
  To whom it may concern:
  
  CU1 values its commitment to top quality service, so it is disappointing to hear of cases where our consumers are not happy with the service they have received. Credit Union 1 requires any member with an auto loan to have full coverage auto insurance with a maximum deductible of $1000. We have researched Ms. ******’ complaint and found there to be a lapse in auto insurance coverage from 05/26/2023 – 08/07/2023. We have had communication with Ms. ****** as follows:
  
  07/31/2023 – member was sent First Notice requesting proof of insurance effective from 05/26/2023 proving Comprehensive & Collision Coverage with a $1000 or less deductible and showing CU1 as lienholder/loss payee.
  08/08/2023 - member submitted a screenshot of insurance coverage, however the photo does not show coverage effective dates, details of coverage, or full Loss Payee/Lienholder information.
  08/11/2023 – received second screen shot from member that did not give full policy details as requested.
  08/21/2023 – Final Notice sent requesting coverage from 05/26/2023-08/07/2023.
  08/30/2023 – received proof of insurance from *********** from 05/26/2023-08/07/2023 – however, the page was missing the documentation of the deductible amounts associated with the policy.
  08/30/2023 – Lapse Certificate Issued for 05/26/2023-08/07/2023.

  
  The cost of the Collateral Protection Insurance that was added to the loan was $2342.00.  This cost was added to the loan, which did cause an increase in payments from $663.24 to $933.64. In reviewing the history since August 2023, we show that we have been receiving inconsistent payments for the original payment amount and have also continued to receive additional payments that have been returned due to being issued from a closed account.
  
  We reached out to Ms. ***** by telephone on April 29th to attempt to clarify with her exactly what was needed to show proof of coverage in the hopes that we would be able to get full documentation and resolve this matter, however we did not hear back from her. As it stands the Collateral Protection Insurance that was added to the loan can be reviewed for a full or partial refund upon receiving the complete proof of insurance that includes the deductible amounts. Until that time, the increase in the payment amount will remain in effect.
  
  Sincerely,
  Compliance Department

  Customer Answer

  Date: 05/07/2024

   I am rejecting this response because:
  I have sent them proof of insurance when they added the new money on is when I finally figured out how to get my car back to what they wanted it to be with full collateral. I needed to put a lot of money into the jeep getting fixed that's why when I tried doing full collateral with my insurance I was being rejected due to not having my jeep inspected. So I got all that done. Did what I needed to I contacted credit union one many times I have all the calls recorded. Along with when I called as well many times. Trying to figure it out. This was a first time for me I don't know what I'm doing, but I am learning along the way.
  I've had full collateral for months now. And the paper work to show it was uploaded on there website.

  

  Business Response

  Date: 05/13/2024

  Re: Complaint #******** ******** ******
  
  To whom it may concern:
  
  As provided in the member’s loan agreement, auto loan borrowers are required to have insurance on their vehicle used for collateral.  This insurance must cover collision and comprehensive damages with a deductible no less than $1000.  Borrowers are required to instruct their insurance company to provide a declaration page that shows the required coverage for the vehicle and shows Credit Union 1 as the loss payee. 
  
  Our loan agreements also state that if required proof of insurance is not provided, we will purchase a collateral protection insurance (CPI) policy that will cover any lapse of coverage.  The cost of this policy will be added to the balance of the loan and the payments will be restructured to cover this cost, typically amortized over a term of 9-12 months.
  
  At the time of this letter, CU1 has not been provided sufficient proof of insurance for the lapse period of 5/26/23-08/07/2023.
  
  Once proof of insurance covering the lapse period is received, our CPI provider can review to offer a refund for the days that the vehicle was sufficiently covered by the consumer’s own policy.  CU1 will not refund or alter the payment schedule until such time that sufficient proof of insurance is provided.
  
  Sincerely,
  **** ******
  Director of Compliance here...

• Initial Complaint

  Date:03/14/2024

  Type:Billing 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.

  This company merged with or took over ***** Credit Union, and I had a personal loan with them using my car as collateral. They have reported this account twice on my credit report. They have also reported this as a new loan to my insurance company, sparking a significant increase in my payments of nearly $200/mo. I have called them about previous errors, but this seems to be an ongoing problem,

  

  Business Response

  Date: 03/25/2024

  Re: Complaint #******** ***** ******
  
  To whom it may concern:
  
  Credit Union 1 (CU1) values its commitment to top quality service, so it is disappointing to hear of cases where our consumers are not happy with the service they have received.
  
  Cu1 has investigated the credit reporting for Ms. ******** loans and finds that we are reporting her current auto loan correctly. In addition to her current loan, there was a previous auto loan that was paid in full in March 2023.  This loan will continue to show on her credit report for up to 7 years.  However, if Ms. ****** sees any reporting which she believes is inaccurate, we encourage her to dispute that with the reporting credit bureau or send CU1 a direct dispute letter so that it can be investigated and corrected.
  

  In the months following the merger of ***** ******** Credit Union into CU1, CU1 did provide notice to Ms. ******** insurance company to update the lienholder and to confirm the loss coverage was compliant.  CU1 did not report any new loans as a part of that process.  CU1 is unaware as to why Ms. ******** insurer would have changed rates based on the lien holder information changing.

  We appreciate Ms. ******** continued business and apologize for any inconvenience.
  
  Sincerely,
  
  
  Compliance Department

  
  

  Customer Answer

  Date: 03/25/2024

  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. I will provide a copy of their response to the credit bureau for clarification.