Complaints

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

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  Commonwealth Credit Union, Inc.

  417 High St Frankfort, KY 40601-2112

  
• 

  Commonwealth Credit Union, Inc.

  2540 Sir Barton Way Lexington, KY 40509-2275

  
• 

  Commonwealth Credit Union, Inc.

  280 Meijer Way Lexington, KY 40503-3370

  
• 

  Commonwealth Credit Union, Inc.

  1425 Louisville Rd Frankfort, KY 40601-3914

  
• 

  Commonwealth Credit Union, Inc.

  600 Boone Station Rd Shelbyville, KY 40065-8594

  

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:02/21/2025

  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.

  On 2/2/25, I was contacted by Commonwealth Credit Union's Fraud Department to ask about charges to my account. I disputed the charges totaling $1,072.73. They allowed the charges to post to my account. I had to call their Customer Service Dept on 2/3 to seek additional help. They provided me with a "provisional credit" of the full amount on 2/4 while they investigated. ****** Play, the company that charged my account, refunded transactions in the amount of $1,056.66, as of 2/7. Commonwealth reversed the provisional credits on 2/13 for $1,072.73, charging them all back to my account, despite ******** refund. I have contacted Commonwealth several times (phone: 2/3, 2/10, 2/15, 2/19), including via email to ******** ******* (2/15, 2/18, 2/20), to try to resolve this. As of 2/19, I'm being told by Commonwealth that they had put a hold on my account and there was no way ****** was able to process the refunds on 2/7 and that ****** needs to resubmit the refunds. ****** is telling me they've already processed the refunds and that the only way to recover the funds is through Commonwealth. I have reached out to ****** Play on the following dates: 2/16, 2/17, 2/18, 2/19, 2/20 to follow up with them. I'm providing the original email from ****** that I copied to *******, to which I did not receive a response. After calling Commonwealth once I did not hear from *******, the rep on the phone did not want to see the documentation. Commonwealth seems to have washed their hands of this issue without trying to resolve anything at all due to their own opinion of what has transpired. This opinion does not include ****** Play's decision. I'm left $1,056.66 short in my account due to the hold policy that Commonwealth has regarding fraud, because I guess they have no way to recover the funds now after removing the hold on my account and are putting it on me to figure out. And ****** Play is adamant that they processed the refunds. What do I do now?

  

  Business Response

  Date: 02/27/2025

  See attached response. 

  Customer Answer

  Date: 03/03/2025

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

  Commonwealth has all the details on file, as I have contacted them many times regarding this situation. The responder from Commonwealth tried contacting me ONCE and it was during my work hours. I have not been able to get back in touch and am seeking a response via email. In this way of communication, I will at least have written documentation for any follow-ups.

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

  

  Business Response

  Date: 03/10/2025

  Follow up response from rejection attached.

   

  Thank You,

  ****** ***********

  Customer Answer

  Date: 03/11/2025

  
  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.

  The information finally provided to me helped me resolve the issue with ****** Play.

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

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:01/28/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been working with CCU over the past month to refinance a loan with them. I came to an agreement on terms on 1/15/25 and was told the paperwork would be sent that week and it wasn’t. My account was frozen on 1/26 without warning or notice on a weekend day when I couldn’t get ahold of anyone to see what happened. My husband called on 1/27 at 8:30 in the morning and was told that the account frozen due to no payment being made after the 30 day past due park and told the rep that I had been working with someone on this to finance it. He was told the loan documents would be sent over by lunch time. I called at 11am and 2pm to follow up since the documents hadn’t been sent over yet and was told that they would be sent over within the hour. I received the documents at 3:25pm and sent them back within 10 minutes of received them. I sent a message back saying that I received them and the rep said that they would send a message back to the supervisor to remove restrictions. My account is still frozen at 7am the next morning. I expressed to the bank reps everything time that I called that I wasn’t given a warning and we were put in a real bind over the weekend with no access to anything or knowing what happened. I wasn’t made aware that my account would be frozen and I was working with them through this whole process. I would like the loan written off or partially written for emotional distress and not given a warning that this would happen.

  

  Business Response

  Date: 01/30/2025

  Please see the attached response.

   

  Thank You,

  ****** ***********

• Initial Complaint

  Date:07/23/2024

  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.

  Name: ****** *********** ******** *** ********* **** ********** ** ***** **** ** ****** ********** ****** ********* *********** Phone number: ************ Email: ***************************** *********** ******* * ******** ***** ********** I intend to challenge a dispute with a *** report for the items listed below as Fraudulent. Please remove all from my credit report. In accordance with the F*** ****** ********* **t. The List of accounts below has violated my federally protected consumer rights to privacy and confidentiality under ** *** ****. Items listed above, have violated my rights*** ***** **** section *** *. States I have the right to privacy. ** ***** **** Section *** * ******* *: It also states a consumer reporting agency cannot furnish an account without my written instructions ** ***** ****** (a)(5) Section States: no consumer reporting agency may make any consumer report containing any of the following items of information Any other adverse item of information, other than records of convictions of crimes which antedates the report by more than seven years. ** ****** ******* ****** A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate. Remove Following Non-Mailing Addresses listed that doesn’t belongs to me: - ***** ******** ** ***** ***** ***** ****** ** ***** Remove Fraudulent Accounts Listed Below: - Account Name: ************ * * *** ** Account Type: Open, Account Type: Secured credit card, Date Opened: Jun. 23, 2023 (10 mos), Balance: $******** - Account Name: ************ * * *** ** Account Type: Charge off , Account Type: Deposit Related, Date Opened: Jun. 23, 2023 (10 mos), Balance: $118

  

  Business Response

  Date: 08/06/2024

  Response attached.

   

• Initial Complaint

  Date:07/02/2024

  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 Commonwealth Credit Union provide a third parties with my personal checking account information. They are currently reporting an account that I am no longer liable for. I have requested documents to validate this account but the have ignored my request. The Commonwealth Credit Union also have reage the account on my consumer reports which is illegal to do. Date of first delinquency was February 2018 but it is currently reporting. I never received a notice that they were going to report this on my consumer reports which is a violation of the ****. I have dispute with the consumer reporting agencies on to receiving a verify response. Remove from all consumer reporting agencies and third party. I will use all complaints as evidence of non compliance. ***** ******

  

  Business Response

  Date: 07/09/2024

  Response Attached. 

   

   

   

   

• Initial Complaint

  Date:03/25/2024

  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.

  I paid off my mortgage according to the monthly statement I received 3/1/2024. They sent me coupon payments the this month. The last payment made was the amount of the statement. The interest and the payment is on that bill. below is the last payment made. They told me is was paid off when I made that last payment.

  

  Business Response

  Date: 03/28/2024

  See attached.

• Initial Complaint

  Date:02/26/2024

  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.

  Company imposed a $225 hidden fee and now have imposed an unjust $1012 fee on to my account. They have basically told me that I have to pay their fees via email. I’ve given 3 different people my phone number to try to resolve the issue or have them clearly show what’s being charged or show in my contract where they were allowed to add these charges.

  

  Business Response

  Date: 03/29/2024

  See Attached

• Initial Complaint

  Date:02/22/2024

  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.

  This has now been over 5 times requesting CCU to prevent auto-withdrawals from my account and have had to get fees refunded multiple times due to this. The reps within the company itself are great, they just work for the company. But it's getting ridiculous at this point. Credit Unions claim the members are "part-owners" but this is just hyperbole to make customers feel "better" about themselves banking here. NOW, CCU is charging customers to deposit THEIR money into their OWN bank account. How does this make any sense? They're just trying to squeeze every penny out that they can. CCU makes plenty of money. This is unethical at the highest level.

  

  Business Response

  Date: 02/26/2024

  Better Business Bureau
  13104 Eastpoint Park Blvd.
  Louisville Ky 40223
  
  RE:  ***** ********** ********** ** ***** **** * ******** ********** *******
  
  
  To Whom It May Concern,
  
  This letter is in response to the complaint filed by ***** ********** on 2/21/24.
  
  Attempts have been made to reach Mr. Wethington via the phone number provided in complaint. Due to the level of personal details needed to discuss *** ************ complaint we are continuing to contact him directly to review the concern.
  
  Should you have additional questions, please let me know.
  
  Thank you,
  
  
  
  ******* ******
  Commonwealth Credit Union
  Operations Regional Manager

• Initial Complaint

  Date:06/12/2023

  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 attempted several times to solve my issues with Commonwealth Credit Union amicably and have received nothing of what I was promised. After being promised to speak to a VP of operations, no contact has been attempted. Commonwealth has charged multiple 32.00 fees relating to over drafting due to 2 issues. After attempting to solve this issue, Commonwealth could not give me access to the Commonwealth app for transactions and then after seeing multiple fraudulent transactions, only agreed to refund 7 of the OD fees. All of these fees need to be refunded, and there needs to be an effort to provide a solution in the future to prevent this from happening rather than ignoring my request for app access. Please expedite this issue and have these fees reversed to preserve the relationship that currently exists with Commonwealth.

  

  Business Response

  Date: 06/13/2023

  After researching the concern regarding the NSF charges to the account, we refunded a total of 8 NSF fees on 6/8 for a total of $256. We will also refund additional fees of $320. The member has an option to set alerts when the balance goes below a certain dollar amount, this will help ensure the member is immediately notified when something like this happens in the future. If requested, the credit union will assist in setting up this feature, please contact us. 

  The member was contacted via email concerning the situation and it has been resolved.

  Customer Answer

  Date: 06/13/2023

   
  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,
  
  ****** *****

  
  

  ***If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent to: BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:06/02/2023

  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.

  On May 19, 2023, I received an email from Commonwealth Credit Union, stating "We have not received a satisfactory written copy of the comprehensive and collision insurance policy covering the collateral financed with us here at Commonwealth Credit Union. We have therefore been placed in the position of having to protect our collateral. This has been done by purchasing a collateral insurance policy the premium amount of $4109.34 to your loan balance. The coverage afforded by collateral protection is primarily to protect the credit union's interest. This insurance will not satisfy the requirements of any financial responsibility law, nor does it provide liability coverage." I immediately called customer service and spoke with a representative. I gave the representative my insurance policy number and she said she would call the insurance company, ******* ******, to confirm while I waited on hold. After a few minutes, the call was transferred to a survey and disconnected. I then emailed my proof of insurance to the team using the ******************************** and ***************** which is the email of the person who originally contacted me. I followed up again on Monday, May 22, 2023, to verify they had the information. I never received a response to this email. Finally, I emailed the business on Tuesday, May 23, 2023, asking for a resolution. I then attempted to email Karen Harbin, the CEO at **************** and ****************** As of today, June 1, 2023, I have still not received a response. With all that said, I changed insurance companies on 4/11/2023. The email on 5/19/2023 was the first notification of the issue which I promptly responded to. The email mentioned a prorated refund. I need to be refunded the entire amount as I have comprehensive insurance and a $4109.34 policy was not needed. Along with that, they have completely failed in communicating with me.

  

  Business Response

  Date: 07/10/2023

  Due to the level of personal details needed to discuss *** *** ****** complaint we are contacting him directly to review the concern.  

• Initial Complaint

  Date:02/16/2023

  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 four loans and a credit card with Commonwealth. In November of 2021, my Wife and I both got *****. I was fine in a few days. She ended up in the hospital and off work for at least 7 weeks. We first got behind on one loan in Feb of 2022. Then caught up and slightly behind again. Had a gentleman from the member solutions dept call me and work with me on getting caught up. Kept telling me about a "TDR" or workout program on the loans, as long as I worked with him on the payments. So, we did everything he asked. Then, out of nowhere, another guy calls me and has taken over the accounts. So again, we were told about the TDR program and workout. So we made the payments like he wanted. At the end of October 2022, he calls me and tells me to make a large payment to qualify us for this program we keep getting told about. So, I went into the branch and made the payment. Even sent him our Drivers License and pay stub pictures. Then, all of a sudden, ANOTHER person takes over our account. And then we are told we dont qualify for this program (even though we were never put into the running for it) and that all past due amounts had to be paid by end of November. I have repeatedly asked about this phone call with that guy. Have yet to get an answer about it. They just blow it off. I know the calls are recorded. Also, the amount they are telling me that we are behind is WAY off. Just today I sent an email with the exact amounts. No response. They are saying its 13,000 plus. Im only coming up with around 5000. They have tanked my credit, reporting all loans as 120 days past due. Which is impossible. Because when I was making the payments with the member solutions dept, I was paying whichever needed to be paid first. So theres no way they are all the same past due. I have asked repeatedly about a loan modification. And Im told I cannot do that unless all loans are current. Well, if they are current, whats the point of helping someone out?

  

  Business Response

  Date: 03/16/2023

  See attachment for original response.

  Due to the level of personal details needed to discuss *** ******* complaint, we spoke to him directly and continue to keep in contact with *** ***** via email to address his concerns. 

  Should you have additional questions, please let me know.

  Thank you, 

  Customer Answer

  Date: 03/16/2023

   
  Complaint: ********  
  I am rejecting this response because:
  I have no access to my accounts. They closed three of the accounts. We traded both vehicles in to keep them from being repossessed yet they kept one loan open after receiving notification of trading it in and added more money onto it. After the dealer called to get the trade in payoff. They also marked all of the loans the same past due on my credit. But didn’t close them all at the same time. Sketchy to say the least. I have no clue where my money went to pay these bills. I was under the impression when I called to pay on my auto loans that they would pay them. Not some credit card that I did not authorize charges on. 
  Sincerely,
  
  ******* *****