Complaints

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

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  Workers Credit Union

  119 Russell Street Littleton, MA 01460

• 

  Workers Credit Union

  308 Main Street Groton, MA 01450

• 

  Workers Credit Union

  145 Main Street Lancaster, MA 01523

• 

  Workers Credit Union

  603 Massachusetts Avenue Lunenburg, MA 01462

• 

  Workers Credit Union

  107 Tower Rd Athol, MA 01331-9823

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:09/10/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am urgently addressing the errors on my credit report, caused by the unauthorized sharing of my personal information with credit bureaus, which has led to significant financial and emotional distress.According to 15 USC 1681 Section 602, I have the right to financial privacy, and I expect my information to be handled with strict confidentiality.Additionally, 15 USC 1681 Section 604(a)(2) requires that a consumer reporting agency cannot share account details without my explicit consent, which I have not given.The discrepancies linked to WORKERS CU have adversely affected my financial situation, and I request an immediate correction.Please also adhere to 15 USC 1666(b), which prohibits treating credit card payments as late under specific circumstances.For reference, my account details are: Account Number: *********I urge a swift review of my account, correction of the inaccuracies, and strict compliance with federal laws.Failure to address this issue promptly may lead to legal action. I expect your immediate attention to this matter.Sincerely,Richkaard *******

  Business Response

  Date: 10/03/2024

  Workers Credit Union strives to provide a suite of products and services including various consumer and commercial loans. Workers also follows all regulatory requirements including providing documentation to members as well as credit bureaus in a timely manner.
  
  During the review of Mr. ******** complaint, we found that Workers has acted in accordance with his loan terms, Workers' privacy policy,and regulations requiring reporting to credit bureaus. Mr. ******* was provided the privacy policy when signing his loan terms and receiving funding for his consumer loan. The privacy policy notes that Workers does report to credit bureaus and that loan recipients are not able to decline this reporting. Due to the status of Mr. ******** loan, Workers has begun reporting to the credit bureaus in the manner outlined in his loan agreement.
  
  Workers Member Solutions representatives have tried to contact Mr. ******* by email and phone several times over the last six months to discuss payment options. We welcome him to reach out to us to resolve this issue. 

• Initial Complaint

  Date:07/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid off an automobile loan on May 20, 2024. As of July 12, 2024, I have not been provided with my Title. I have contacted the credit union on multiple occasions and have been given conflicting information each time. Initially, they said the ********** of ***** Vehicles is responsible for mailing the Certificate of Title to me so I went to that office. The *** said that was not the case. They also said the credit union hadn't even released the lien according to their records. When I called the credit union back and told them that information, their story changed. They immediately sent me a release of lien but said that their Title ********** had mailed the Title and it must have gotten lost. I have lost the buyer I had for the vehicle and I am at a loss what to do now.

  Business Response

  Date: 08/01/2024

  Workers Credit Union strives to offer a full-service suite of products as well as quality customer service and timeliness of documentation.
  
  During our investigation of ******************** case, we found that our employees did act in a timely manner and provided the appropriate documentation. ******************** loan was paid off on 5/20/24 and the title was mailed on 5/29/2024 to the address on file. However, it seems that the title was lost in the mail or discarded by accident, due to no fault of the Credit Union. As we are no longer in possession of the original title, ****************** was notified that he would need to contact the ************* of ***** Vehicles for a duplicate title, which can take 4-6 weeks. Unfortunately,due to state requirements, the Credit Union is unable to file paperwork for this on behalf of ******************. 

• Initial Complaint

  Date:05/30/2024

  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.

  On 5/21/24 I spoke to workers credit union about a heat loan that I have with them. We were working on making payment arrangements. I am a newly single mom going through a divorce. When we spoke they stated they stated I would have a week to make 1 payment which 7 business days would have been yesterday 5/29/24. When I tried to log in yesterday 5/29/24 Workers online banking was down- I reached out to a workers representative that I had been working with in regards to my home equity. He confirmed that the system was infact down. Upon the system coming back up I realize that the heat loan had disappeared from my online banking. I called in today 5/30/24 to be informed that my loan had been charged off. I had asked them when we had spoke on 5/21/24 why was I not made aware that it was in the process of being charged off? They said the decision was made in the beginning of the month, but no communication was ever given to me about it. It seems like their business practices are misleading as they should disclose this information.

  Business Response

  Date: 05/31/2024

  The consumer has indicated that the business had resolved the issue around the same time the complaint was submitted. The matter is now resolved.

  Customer Answer

  Date: 05/31/2024

   
  Better Business Bureau:
  
  

  Workers had rectified the situation as of 4:25pm today. Please withdraw complaint.

• Initial Complaint

  Date:03/13/2024

  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.

  Each month they automatically withdraw from my account for a truck payment. The month of January (the employee said January, I thought February) was missed and I have called numerous times to get the payment resolved each time the employee saying that it would be withdrawn. The payment was never withdrawn despite numerous calls to rectify the situation. The other day my wife received a phone call and when she questioned who else was called there were 2 numbers not associated with the account that were called and given private information. The employee reported that she called and left a message for myself which she never did. My wife notified me and I immediately called again and was told the payment would be taken out. Again it was not. I received another call from an employee which now makes the account over 30 days past due. This employee again tells me they will debit the payment and remove all late fees and make sure it is not reported to credit bureau. I requested she take 1 payment and I would pay this month's payment on a different day and to return to automatic withdrawal for the month of April. The employee took 2 payments and my account is now overdrawn. I want this rectified immediately.

  Business Response

  Date: 03/28/2024

  Workers Credit Union strives to offer a full-service suite of products as well as quality customer service.
  
  A senior customer service representative has been working with ************************** to review each of his payments. ************************** did not receive late notices on his credit report and his loan payments are current. The senior customer service representative is working with ************************** to set up recurring ACH payments.

• Initial Complaint

  Date:02/21/2024

  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 attempted to pay off my auto loan online and was instructed to call to achieve this. I called and spent an hour on old with intention to pay off my auto loan. All that time spent only to have a representative spend about 5 minutes to just for them to tell me that they cant do it and someone will call me back. No one ever called me back. The headache and time wasted to just pay off a loan is ridiculous. No one seems to be able to help me, I live in ********, am I expected to make a 7 hour drive to ************* to pay off a loan? This is ridiculous it should not be this difficult to pay off a loan.

  Business Response

  Date: 03/06/2024

  Workers Credit Union strives to offer a full-service suite of products as well as quality customer service.
  
  During our investigation of ** **** complaint, we found he had reached our overflow call center on February 20th during a time frame where all other representatives were engaged. ********** was notified of this and requested a call returned to him.
  
  On February 22nd at 9:00 am, ********** received a call from a WCU representative who provided him with a pay-off quote and set up ACH payment effective back to the original date of his call, February 20th.
  
  On February 26th, ******** ACH payment was serviced, and his loan paid in full.
  
  During our calls with him, ********** seemed pleased with the outcome and did not indicate he was not happy with the service provided. We look forward to continuing our relationship with ********** in the future.
  

• Initial Complaint

  Date:12/18/2023

  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.

  Consumer Law Violation - Account: ********* -This account is currently in violation of the Fair Credit Reporting Act (FCRA). Pursuant to 15 U.S. Code ****a (2), transactions and experiences are explicitly excluded from inclusion in a consumer report. Furthermore, as delineated in 15 U.S. Code ****i (5), any inaccurate information identified subsequent to a reinvestigation must be promptly deleted.Additionally, according to 15 U.S. Code ****b, a consumer reporting agency may furnish a consumer report solely under specific circumstances, such as when authorized by the written instructions of the relevant consumer. It is incumbent upon furnishers of credit information to ensure the provision of 100% accurate information to consumer reporting agencies.The account in question, having been charged off, was subsequently reported with an ongoing balance by the creditor after considering it as a loss. The ************************ (***) categorizes a charge-off as income rather than debt. I formally requested a 1099C form for the charged-off account, a request that the creditor has failed to fulfill. Despite multiple disputes and the submission of a formal complaint to the creditor, outlining the inaccuracies in the reported information, the creditor persists in reporting this inaccurate information to credit reporting agencies. Moreover, the creditor conducted a credit inquiry on 11/17/22 without obtaining proper authorization. A subsequent request for a copy of the disclosure form associated with the inquiry remains unanswered. The creditor's non-compliance with these requests further underscores their disregard for legal provisions.In light of these violations and the continued reporting of inaccurate information, as well as the failure to respond, it is imperative that both the account and inquiry be expeditiously deleted.

  Customer Answer

  Date: 12/27/2023

  Complaint:********
  
  I am rejecting this response because: according to the law 15 U.S. Code 1681a (2), transactions and experiences are explicitly excluded from inclusion in a consumer report. The creditor states the consumer reporting agency is responsible for removing items from consumer report. However, the consumer reporting agency states that the creditor is responsible.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 02/07/2024

  A full investigation into the members complaint was performed. The member is stating there is a violation of law under 15 U.S. Code Section 1681a(2). However, this law is applicable to Credit Reporting Agencies. The Credit Union is not a credit reporting agency like ******** or ********. The Credit Union is the lender and as such, as the member states, must furnish accurate information regarding transactions and experiences of the member to the credit reporting agencies.
  
  The members vehicle loan was opened on 03/16/2022 but a payment was never made on the loan. After notice and demand, the car was repossessed. The vehicle was sold at auction on 10/17/2022 and there was an unpaid balance of $6,228.26. The loan balance was charged off on 11/07/2022 and sent to a third-party for collection of the unpaid balance. On 08/24/2023 the deficiency loan balance was paid leaving a $0.00 balance and the members credit report was updated to reflect the paid charge-off. The loan was not written off as a loss and was instead placed with a third-party for collection. Under **** regulations, the charge-off of a loan does not automatically make that a loss since the credit union can attempt to collect on the debt that is owed. In the members case, the loan was paid, the credit union did not suffer a loss, therefore the deficiencies were not written off as a loss.
  
  Contained within the loan application and documentation that was signed by the member, is his agreement to allow WCU the ability to obtain credit information for the purposes of collection of a debt.

  We welcome ************ to reach out to us with any additional questions about Credit **************** Laws and his situation.

• Initial Complaint

  Date:11/03/2023

  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 attempted to make a payment through my bank using ACH for $470 on September 29th, 2023, unfortunately this payment didn't go through for some reason and was reversed on October 3rd, 2023. I went back to make the payment again with my debit card and then saw they tacked on another $470 onto what I owed. So now I owed $1406.68, I contacted Wanda R and she patched me through to Chelsea B, I left a voicemail and didn't receive any calls back. Weeks later I got a letter in the mail saying my loan was in default and scheduled for repossession for November 14th, 2023 if I didn't make a payment of $1,035.35. Had the system not charged me $470 I wouldn't have been in default. I had made a payment of $468.34 on October 30th, 2023. Which should have brought my remaining balance to $936.68, but I still owe $1,405.02 due to the glitch in the system that happened. I've tried to contact Chelsea B via phone and have been unsuccessful, I did e-mail her explaining my current situation and problem, but she was very short with me and wasn't helpful at all.

  Business Response

  Date: 11/15/2023

  Workers Credit Union strives to provide financial solutions for all of our members through a variety of products and services.
  
  After reviewing communications logs including mail, email, and phone recordings, Workers Credit Union staff found the following: the member, ***********************, has an auto loan with Workers Credit Union with a payment date of the 2nd of each month. On 9/29/23, the member originated a payment which was later returned due to insufficient funds. This payment, along with the late fees and following months payment resulted in a total amount due of $941. The member satisfied the September 2nd payment on October 30th,leaving the October 2nd and November 2nd payments due with late fees.
  
  On November 3rd, the member spoke with Ms. B via telephone for 14 minutes, who reiterated the returned payment, amount due, and a payment plan, which the member agreed to.  An email with Ms. B on November 3rd was also returned on the same day regarding acceptance of the payment plan.
  
  We hope the member is satisfied with the payment plan in place and will satisfy the payments as outlined in their loan documents. 

• Initial Complaint

  Date:10/04/2023

  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 paid off an RV loan at the beginning of Spring, 2023 and have yet to receive the title of ownership. I am trying to sell my RV and I am not in possession of the title. I have called Workers Credit Union numerous times and am bounced around from department to department, only to get an answering machine in the title department. I have left several messages and never receive a call back but when I owed them money, they called all the time!

  Business Response

  Date: 11/02/2023

  **************** title was released to her on 10/6 through the states online portal and she should have received this by now (we have no way of tracking this since it is electronic through the state).

• Initial Complaint

  Date:03/31/2023

  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.

  November of 2022 I paid off a loan for a camper through workers credit Union. I have been in contact since November to get a title since I sold the camper. It is now almost April and I have yet to receive my title. After numerous calls to workers credit Union. I keep calling to put in tickets to have someone call us. My husband ********************* has called and left tickets. And nobody has resolved our problem.

  Business Response

  Date: 04/25/2023

  Workers Credit Union strives to provide account documents in a timely manner consistent with regulatory standards.
  
  After reviewing Ms************ accounts, we found that the account was paid in total in December 2022. The account was then closed and title requested. Per the tracking information provided by FEDEX the title was delivered to Ms.********* home on Wednesday, January 18, 2023 at 11:45 am. However, we were notified by ************** that she did not receive the title. A new one has been requested from the State of New Hampshire  on April 7, 2023 and will be arriving at her home once again via USPS Certified mail per the customer request.

  Customer Answer

  Date: 04/25/2023

  
  Complaint: ********
  
  I am rejecting this response because it is partly settled. I got the title but I still have it on my credit report that I have an opened loan with the workers credit Union. They're saying that it's closed then it should reflect on my credits report. I would like that issue resolved.

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

  Business Response

  Date: 05/02/2023

  We have provided the appropriate information to the three credit bureaus. This account is now reflected as closed.

• Initial Complaint

  Date:02/28/2023

  Type:Order 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 that I still owe 6,000$ on died. I tried to go through getting approved for a loan including the $ I owed plus the amount for a new vehicle. Hugo I’m Fitchburg got me pre approved for a loan and sent me off to car shop. I was then turned down on every single car I tried to buy. I tried several times with several different dealers. The bank eventually became uncommunicative and avoided my calls. I am at a point where I can no longer pay the loan and I've been trying to contact the bank since the first week of January and I've been unable to speak to the proper person. They ask me my social security number then hang up on me or they transfer me to endless voicemails with no body responding

  Business Response

  Date: 04/07/2023

  Workers Credit Union strives to provide financial solutions for all of our members through a variety of products and services. 
  
  
  In October 2022, Mr.********** had an auto loan through Workers during which the car became inoperable. Mr*********** spoke with a branch staff member to get pre-approval for a new loan and rolled the remaining payment of $6000 onto the pre-approval. Mr.*********** was then unable to find a car within his budget and while we offered services to support, Mr.*********** was unable to purchase a vehicle. 
  
  
  Mr.*********** has spoken with our Member Solutions team several times and we are now working with the member to resolve the remainder on the original vehicle loan.