Complaints

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

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• 

  Liberty Federal Credit Union

  4401 Theatre Dr Evansville, IN 47715-1967

  
• 

  Liberty Financial A Division of ETFCU

  444 Lewis Hargett Cir STE 180 Lexington, KY 40503

  
• 

  Liberty Financial a Division of ETFCU

  1200 Forest Bridge Rd Louisville, KY 40223

• 

  Liberty Financial a Division of ETFCU

  544 Lovers Ln Bowling Green, KY 42103

• 

  Liberty Financial a Division of ETFCU

  721 Blankenbaker Pkwy Louisville, KY 40243

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:04/01/2025

  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.

  My name is ***** *******, I have a current account with liberty federal credit union and have over 10 closed loan accounts with this credit union. On my last paid off account I submitted receipt and letter to this bank showing account was paid in full. I am in the process of a home mortgage which I’m getting denied for, although my credit score is over 800, because liberty federal credit union is refusing to updated my account to paid in full. I would literally attach my paid in full and closed account receipt if I could. PLEASE UPDATE THIS ACCOUNT CLOSED AND PAID IN FULL or I am going to contact an attorney. I have disputed this information on all of my credit reports and I keep getting letters from Liberty saying that the account balance is correct. The account balance is not correct and I have a zero balance with your credit union on this loan. If this is not taken care of within the next 29 days, I will never do business with this bank anymore and will make sure everyone all of my social media platforms knows the type of behavior that this credit union has displayed.

  

  Business Response

  Date: 04/02/2025

  I apologize for any confusion.  Liberty Federal Credit Union (LFCU) reports monthly to the credit bureaus as required.  A report including previous month end balances is sent to the credit bureaus at the beginning of each month.  As soon as the information is processed, your credit report should reflect a zero balance for the loan you paid off in March.  If you have further questions or concerns or would like a verification letter for your mortgage lender, please contact LFCU’s loan servicing department at ***** ********* extension ****.  LFCU appreciates your business.  Thank you!       

  Customer Answer

  Date: 04/03/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  It is the beginning of the month, as you stated, and my credit file has not been updated. I just pulled another report today, April 3, 2025, and liberty federal is still reporting a $12,505 balance although the account has been closed and I have a $0 balance. Someone within the company is going to have to manually correct this is what I’ve been told by the credit bureaus. 
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 04/04/2025

  LFCU sent the monthly loan information as of March 31, 2025 to the credit bureau earlier this week.  As soon as the credit bureau processes the information, your credit report should reflect a zero balance for the loan you paid off in March.  In the meantime, if you would like a verification letter from LFCU for your mortgage lender verifying the loan has been paid off, or if you have further questions or concerns, please contact LFCU’s loan servicing department at ***** ********* extension ****.  Thank you.   

• Initial Complaint

  Date:02/06/2025

  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.

  Remove inquiry from credit report I did not authorize. Bad business practices, Did not authorize hard pull from this company.

  

  Business Response

  Date: 02/14/2025

  On 2/13/2025 LFCU requested the credit bureau remove the credit pull.  

• Initial Complaint

  Date:11/21/2024

  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.

  For years I have been a member of this bank. I constantly have issues of “extra money” being added to my transactions. Therefore, my account goes negative and I get CC argued over draft fees left and right. For example, this last time I dealt with them, I had pending charges. All of which I had money to cover. I checked my account 3 days later and all of a sudden it’s negative $111. They hold pending fees a week and a half later until they run it through. Which is fine, but in the end don’t charge me extra and then take out a courtesy fee. I asked for a contact number or someone I can email so when I sit down with a lawyer I can speak to them. I was told they won’t discuss this matter with a third party and won’t give me a phone number or anything. I have proof of transactions, overdraft fees, our conversations, etc. over these past few times. Not once have I been accommodated or anything. I have always been treated very poorly and they have made it a living **** to bank with them let alone close my account with them.

  

  Business Response

  Date: 12/04/2024

  This member's account is not in good standing, and I have been unable to communicate with her regarding a fee refund and the closing out of her accounts.  I left a message on 11/21/24 and my call was not returned.   

• Initial Complaint

  Date:10/18/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a bank account at Liberty Federal Credit Union and have been dealing with extreme levels of bank negligence. I tried to transfer my $57,000 to another bank because I was moving on August 28th. Liberty never transferred my money and has been running me in circles for months. It is now October 17th, I was yet again guaranteed, with documentation this time, to have the money today, and they STILL say the money is not there and I will not be receiving it. This has been EXTREME negligence that has caused EXTREME harm. My life has legitimately been endangered by having no access to my money. I cannot get my necessary, costly medication that I am required to be on to prevent life threatening seizures. Countless items have gone into collections, my phone has been cut off, and I cannot even buy a pair of work boots to be able to work at my job, all because Liberty is holding every cent of mine hostage. They even stole money from my partner who paid $646 to re-open my account that they opened, closed, and sent off to collections all within 24 hours, lying about the money being needed to re-open the account for the transfer to deposit, then closed the account AGAIN and refused to deposit the transfer STILL. When money was refunded to the closed account from a canceled order, they refused to give me the money that is sitting as a balance in my closed account. I have been told countless times “I can see it’s depositing tomorrow” and it hasn’t. I have been forced to close, reopen, and make new accounts. Fill out paperwork they forgot. I have been told “the last person lied to you, they never transferred the money.” I have been told “the money would have disappeared in a few days when the account permanently closed and the money will be lost forever if it isn’t transferred now.” And then it still wasn’t transferred! ALL phone recordings & documented proof exists in Liberty's system - they refuse to provide from me, intend to hopefully subpoena.

  

  Business Response

  Date: 10/28/2024

  LFCU records indicate that your checking account became negative on July 1, 2024, and remained so until August 15, 2024, when it was charged off and sent to the credit union’s third-party vendor, ******, for collection.  On October 3, 2024, you paid ****** the outstanding balance owed, LFCU marked the account as paid, and you were able to open a new checking account.  No funds were deposited to, sent to, or were pending to post to your checking account in August, September or October and you were told the same on several occasions when you telephoned the credit union during this time.  After LFCU was notified of your Better Business Bureau complaint, we spoke with you on the phone on October 18.  At that time, you indicated that the email you received (and included with this complaint) regarding a pending deposit was sent from a gmail address and not the credit union.  Please contact me with any further questions or concerns.  Thank you.  

  Customer Answer

  Date: 10/30/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  This picture right here was taken by me on October 10th where afterwards it was already paid and they put me in the exact same account when I made a brand new account which is not physically possible if the account is charged off and disappears. The account was paid off before this and I was put right back into this same account after. I just wanted to clear the air that this still showed that it was a negative balance after I had paid and did everything with the account. This account was paid off but somehow I got back into it from a “accident” and I was just making a brand new account. I don’t know how it is physically possible to do that if the account was completely paid off.
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 11/13/2024

  During an October 18 conversation with the member, he admitted that an email message he believed came from the credit union actually was from a gmail account not associated with the credit union.  LFCU sent the member a letter of explanation on October 28.   

  Customer Answer

  Date: 11/18/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Seriously? Your response is that you sent a letter about it being from a gmail account and not a business email? How about you respond to the fact that it is now November 18th and I STILL HAVE NOT RECEIVED MY MONEY THAT I TRANSFERRED IN AUGUST!!!!!!!! Address the fact that you and every single one of your employees have continuously lied to me and to the BBB. You are a despicable business. How about you address the countless times you have told me on a recorded line that you have sent my money? reopened the account? mailed a check? and have not actually done any of those things and are STILL holding my money hostage. You have not even acknowledged that part on a single one of your responses. Interesting.

  How about you address that the negative balance was paid TWICE - once in collections, where it wasn't supposed to be, and it is STILL on my credit even though it was paid - twice. From a closed account that you ACCIDENTALLY reopened - but you cannot reopen the account with my money in it for me to access? Please, try to make that make sense. We have a serious lawsuit on our hands here. You are with-holding $60,000 from me and have caused extreme distress in my life due to your inability to do your jobs. This is extreme bank negligence and you need to resolve it NOW.

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

  

  Business Response

  Date: 11/19/2024

  LFCU has tried to explain to Mr. ****** that the credit union never received the funds he believes were sent to his account and tried to help him understand that someone outside of the credit union may be scamming him.  Since he indicated that the email he is receiving is not from LFCU, he is likely a victim of fraud.  

  Mr. ****** filed a complaint with the credit union's regulator, NCUA, and they are now investigating this matter; therefore, LFCU believes this complaint should be closed.  

  Please contact me with any further questions or concerns.  Thank you.  - ***** ****** a******@libertyfcu.org ***** ******** ext ****

• Initial Complaint

  Date:10/08/2024

  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.

  I have been harassed for over a year about a so called late payment. Any time I ask what month I missed they ovoid sending any kind of proof whatsoever. I’m a very loyal customer that has never had a late payment in my life. Anytime they mention a certain month I send proof of a bank statement that I have paid. After a year they finally decide to report me to the credit bureau and drop my 730 score to a 520. I still ask for proof and I get nothing but “call over the phone and we will talk” this is absolutely ridiculous. Me and my small family of 3 were in the process of getting approved for a mortgage on our first ever home. My wife is a registered nurse and I’m a heavy highway builder. We do well for ourselves and would never skip a payment intentionally. We’ve tried to be as understanding as possible but without warning after a year of harassment I get hit with a massive credit drop. We back paid them two payments for this month and still cannot get an explanation. I just want to know where my money is going!

  

  Business Response

  Date: 10/17/2024

  Mr. ******** has been in communication with LFCU via email regarding his account and was told to call LFCU for clarification.  He has not done so.  Unfortunately, I have been unable to reach him to provide further information regarding his questions and some options we may have to help him. I left voicemail messages for him on 10/15 and 10/16 but have not yet received a return call.  I would welcome the opportunity to speak with him.  My phone number is ************, extension ****.  Thank you.  - ***** ******, SVP Chief Risk Officer  

• Initial Complaint

  Date:07/28/2024

  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.

  Liberty Federal Credit Union requires coverage on the security vehicle (Yamaha) of the loan. I have sent the information, been on live calls with them and my insurance agent, and had my agent's email information, and still, they are saying they haven't received anything. I am being charged $85 a month for their coverage and have been since before March. I want all charges refunded and the fee to not be charged on any further invoices. They are purposefully negligent in their ability to validate coverage so that they can fraudulently charge me more money. The most recent EE ID I spoke to ***** 7/19 and ***** 7/26. I spoke to a supervisor

  

  Business Response

  Date: 08/12/2024

  After receipt of the insurance policy information needed, LFCU requested a refund.  The cost of the unneeded insurance coverage was credited to the member's loan on August 2, 2024.  Please let us know if there are any further questions or concerns.  Thank you.  

• Initial Complaint

  Date:07/11/2024

  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.

  I have had this bank for a couple of years now & have had a pretty good standing with them. Upon trying to apply for several different loans, I soon realized that this bank wasn’t for me as they denied me time & time again. Now they have refunded a NSF once or twice for me in the past. However, RECENTLY I had switched banks over to {***** *****} for a bonus checking offer. What I failed to realize was that I had not switched over my auto pay for rent; therefore, causing me to incur an over draft in my current banking account. I had $4 in the account for another credit card payment. BOTH caused my to incur TWO NSFs of $25, TOTALING $50! The current bank |also| managed to charge my rental agency a $50 returned check fee! Honestly, I would like that $50 returned check fee back as I’ve all ready paid it; however, I understand that may not be possible. I just want this bank to take off those fees & stop harassing me on the daily to @make this account current” by calling & emailing me constantly.

  

  Business Response

  Date: 07/19/2024

  LFCU spoke with the member and the matter has been resolved.  Please contact me with any further questions or concerns.  Thank you.  

  Customer Answer

  Date: 07/26/2024

   
  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. Thank you for everything that you have done, bbb!
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:07/01/2024

  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.

  I am filing a complaint against Liberty Federal Credit Union regarding an unwarranted charge for forced-place insurance on my automobile loan. Despite providing the declarations page and the entirety of my insurance policy from my insurance company multiple times, specifically on May 31st and June 20th, Liberty Federal Credit Union has charged $255 to my auto loan for insurance that should not have been applied. This has caused undue financial stress, unnecessary time and energy trying to talk with a call center representative, and frustration as I have fulfilled all necessary requirements to prove my vehicle is adequately insured. I request the immediate removal of this charge and a thorough review of their practices to prevent such issues in the future. The third party that they are using for this practice is not equipped to be handling such issues as they have yet to even return a phone call or email and have only been contacting me via mail which takes 7+ days for a response.

  

  Business Response

  Date: 07/02/2024

  After receipt of the policy that included LFCU's lien, the cost of the unneeded insurance coverage was refunded to the member's loan on July 1, 2024. Please let me know if there are further questions or concerns.  Thank you.  

   

  Customer Answer

  Date: 07/09/2024

   
  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:06/25/2024

  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.

  March 6th $255 charged for lender placed insurance with proof of insurance given. March 27th $85 charged for lender placed insurance with proof given again June 24th $170 charged again for lender placed insurance. Called multiple times and emailed proof with no resolution. I want refunded for these charges as well as loan capitalization insurance $63.35 Jan 31st, feb 29 63.43, March 31 $63.73, April 30th $63.29, May 31 $62.50. I requested this be removed January 28th and again June 4th via email. I want these all refunded as well as any interest incurred on the loan from these charges

  

  Business Response

  Date: 07/08/2024

  LFCU worked with the member to obtain the proof of insurance needed and all lender placed insurance was refunded on July 5.  In addition, LFCU is working with the member to obtain the signatures needed to remove the payment protection placed on the loan.  Please contact me with any further questions or concerns.  Thank you.  

• Initial Complaint

  Date:01/03/2024

  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.

  Receiving a new class action waiver agreement from them today only tells me whats in their forecast: I have 6 accounts with LFCU and three of those are business accounts. We have had a number of issue with this company. With a promise of 3.45% intrest in checking account we have not had this come through on our largest account. 5 months in when we realized we where not receiving the dividends they state the account was not set up correctly. Well who;s fault was that? We are not it your system setting up our account. You all are! This took over a month and multiple calls to get this fixed. In the process they took it upon themself to change the Tax ID structure of one of my other business accounts. I'm sure we have some legal ramifications here. This also locked me out of all my accounts for over a week. For over a week I could not check, manage, transfer or touch my funds. This also led to an account having over drafter fees. I have attempted to have this escalated and it's gone no where. I have lost the ability to view my Rewards statues online to make sure we meet the 3.45% rewards monthly requirements for each month on the accounts the rewards are suppose to be on. At the end of the day this is starting to seem like a gimmick. We will promise you 3.45% intrest but we will set it up wrong and also find a million other ways to dodge from having to pay this to you. I will need the 3.45% intrest rate back paid from the time I brought this to your attention and I will need any and all accounts impacted to be fixed and appropriately compensated for the 3.45% rewards that were blocked/ withheld/ and or wrongfully set up by your institution. I look forward to and immediate resolution going above and beyond to make up for the mistrust your financial institution has brought on itself.

  

  Business Response

  Date: 01/17/2024

  I spoke with the member yesterday and sent a follow up email per his request.  I am now waiting on his return call to discuss his concerns.  

  Customer Answer

  Date: 01/29/2024

  the bank contacted me and stated they would be fixing the issues. I am stll waiting on the issue to be fixed. please do not close this case. 

  

  Business Response

  Date: 02/06/2024

  Between 2/1/24 and 2/2/24, LFCU corresponded with the consumer and with his authorization made agreed upon changes to the structure of his online banking account and checking account.