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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/07/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
The policy *** holds against dispensaries is outdated and should be removed. I haven't heard of any other bank blocking transactions at a dispensary. I'm a legal adult in a legal state, whether the company thinks I should spend my money on it or not isn't there concern and the fact that they stick there nose in that as apposed to any other things I could spend money on (any ******** based smoke shop or liquor store) is beyond frustrating. I feel personally this policy is not only an invasion of your customers purchases but also outdated. If you ban dispensaries why not liquor stores while we are at it. Thank you.
Business response
09/13/2024
To Whom It May Concern,
We have reviewed the complaint submitted by ****** **** concerning transactions attempted at a dispensary.
We thoroughly investigated this matter and found that the transaction attempts at the dispensary were declined multiple times due to an invalid PIN. When an invalid PIN is entered incorrectly multiple times, it is locked out.
DCU does not block transactions at dispensaries. We are unable to identify dispensaries as merchants because they appear as ATM transactions in our **** system.
Sincerely,
*** Member ResolutionsInitial Complaint
09/07/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Digital Federal Credit Union reporting my zero balance/ no amount due credit card to the credit bureau having a substantial impact on my credit and credit score. I want *** to submit a correction to the three major credit bureaus. As a result my credit score suffered greatly and dropped by 54 points.Business response
09/12/2024
To Whom It May Concern,
We reviewed the complaint submitted by ****** ***** concerning credit reporting for their **** loan account.
When a member has a tradeline open, even if it has a low balance or a zero balance, we are required to report it to the credit bureaus monthly. We have thoroughly investigated Mr. ******* concerns and found that their **** loan account is being reported accurately to the credit bureaus.
Mr. Clarks tradeline has been closed and no additional updates will be sent to the credit bureaus after our final reporting for September 2024.We consider this matter resolved.
Sincerely,
*** Member Resolutions
Customer response
09/12/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
I am not satisfied with the results. Due to the inaccuracy of *** sending incorrect information of my account being past due, when zero amount is owned. *** reporting a missed payment that does not exist has dropped my credit rating from Good to Fair,when in fact the business in not owed any money, nor did they notify me in writing of any amounts due. I want the account past due 30 days as listed on my credit report reversed or I will seek legal council to rectify. In reducing my credit rating this has impacted me significantly when manage my credit as it has been in perfect condition before DCU made this mistake.
Every payment made to DCU was made on time from July 2017 to July 2024 (last payment due) I request that they reverse the negative reporting on my zero balance account.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,******
Business response
09/16/2024
To Whom It May Concern:
We reviewed the complaint submitted by ****** ****** (Complainant) concerning credit reporting with Digital Federal Credit Union (DCU). The Complainant also submitted this complaint to **** ********** regulator. As such, *** will be supplying a response directly to the Complainant and our regulator.
Sincerely,
Member ResolutionsCustomer response
09/17/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Please ask the business to correct the spelling of the last name in their response. The business lists ****** on their response when the correct spelling is *****, as to address concerns that they will work on the wrong account.
The issue is DCU reporting a 30 day late notice / payment due on a zero balance account to all three ********************** bureaus, when no amounts are owed, significantly changing my credit rating. I have paid *** all amounts in full and on time from July 2017 to July 2024, without ever being late, not once, prefect payment history.The issue is not with DCU reporting to the credit bureaus as they stated in their first response, it's the late notice.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,******
Initial Complaint
08/30/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I I am not liable for a debt I do not have a contract with this collection agency they did not provide me with the original. Contacted as I requestedBusiness response
09/09/2024
To Whom It May Concern:
We reviewed the complaint submitted by ******* ****** concerning his request to remove a Collection Account from their ********************** report.
We have thoroughly investigated these concerns and determined that there are no accounts to correct. ******* was denied credit with Digital Federal Credit Union on two occasions and does not have any accounts that are being reported to the credit bureaus. *** followed all policies and procedures regarding the denials.
Adverse Action letters were mailed directly to Mr. ****** providing more specific information.
Sincerely,
*** Member ResolutionsInitial Complaint
08/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
PLEASE SEE ATTACHMENTBusiness response
08/29/2024
To Whom It May Concern:
We reviewed the Complaint submitted by *********************** concerning credit reporting.
We have thoroughly investigated this matter and determined that ******************** **** Account is being reported accurately per Fair Credit Reporting Act (FCRA) regulations.
On 8/29/2024, a Validation of Debt packet, including a Resolution Letter, transaction history, our **** Disclosure, and a Limitation of Services Letter, was sent via Federal Express to ******************** address in her Complaint.
We consider this matter resolved.
Sincerely,
DCU Member ResolutionsInitial Complaint
08/23/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
Mortgage Loan #********** Proven Legal Trustee, they are refusing to give me any informationBusiness response
08/26/2024
To Whom It May Concern:
We reviewed the complaint submitted by ******************* (Complainant) concerning a mortgage loan held with Digital Federal Credit Union (DCU). The Complainant also submitted this complaint to DCUs ********** regulator. As such, DCU will be supplying a response directly to the Complainant and our regulator.
Sincerely,
Member Resolutions
Initial Complaint
08/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Hello,My name is *****************************. I opened an account with DCU and made some wire transfers I have received confirmation via email that they deposited the money in my account. the amount of wire transfers was 1000 each 3 times. Two of them were deposited on 08/19/2024 the last one was on 08/22/2024. As I logged on to my account, I saw that they sent my first two wire transfers back to the other bank. I called them they stated it was a digital federal deposit I told them no it was a wire transfer, and they could not do a reversal on it. I have requested my money back but they will not.Business response
08/27/2024
To Whom It May Concern:
We reviewed the complaint submitted by ***************************** concerning her wire request and ACH transfers.
We've thoroughly investigated this matter and concluded that ******************** initiated three ACH transfers from Digital Federal Credit Union (DCU) to an external financial institution on 8/20/2024 and 8/22/202 and requested an outgoing wire transfer on 8/20/2024. All three ACH transfers were returned to DCU for insufficient funds, drawing her account balances negative. Based on the returned transactions and the account activity, DCU's *************** Team locked ************************ account for review in accordance with DCU's Account Agreement for Consumers, which prevented her wire transfer from being processed.
Our investigation concluded that ******************** confirmed that she had conducted all the activity in her account and was responsible for paying the negative balance. ******************** has 60 days from when her account went negative to bring it to good standing. To pay the negative balance, she can send certified funds to Digital Federal Credit Union, ********************************************************************If the balance is not paid within 60 days, the account will be written off and sent to a collection agency. If the account is positive, it will be closed due to unsatisfactory handling.
We consider this matter closed.
Sincerely,
DCU Member ResolutionsInitial Complaint
08/12/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
To Whom it may concern,This letter is to inform you that I recently received a copy of my credit report that your company publishes and after reviewing it I found a number of items on the report that are inaccurate. The accounts in question are listed below. Please send me copies of the documents that you have in your files as of this date that you used to verify the accuracy of the accounts listed **************************** ACCOUNT NUMBER: ********** BAL. $13,093.00 Under the Fair Credit Reporting Act, 15 U.S.C. 1681g I have the right to demand that you disclose to me all of the documents that you have recorded and retained in your file at the time of this request concerning the accounts that you are reporting in my credit report. Please dont respond to my request by saying that these accounts have been verified. Send me copies of the documents that you have in your files that were used to verify them. If you do not have any documentation in your files to verify the accuracy of these disputed accounts then please delete them immediately as required under Section 611(a)(5)(A)(i). By publishing these inaccurate and unverified items on my credit report and distributing them to 3rd parties you are damaging my reputation and credit worthiness.Business response
08/19/2024
To whom it may concern,
Digital Federal Credit Union (DCU) reviewed the complaint submitted by ****************************** concerning inaccurate credit report information.
We have thoroughly investigated this matter and determined that ****************************** is not responsible for the accounts with DCU ************************. A letter detailing our findings and the proper steps taken to correct the situation was mailed to ***********************************;on August 19, 2024.
We consider this matter resolved.
Sincerely,
DCU Member ResolutionsInitial Complaint
08/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Been a member for 25 years and This is the MOST RETARDED people probably at the same level at ******* xFinity. I initiated a VERY LARGE wire transfer yesterday and i got an Encrypted message this morning. I clicked on "get one time code" and nothing happened. After 3 tries and 45 minutes i called DCU ,after i waited and explaned the problem they transfered me to the wires department and i had to get verified a second time and explain everythign a second time to Kanitha . She put me on hold again adn then she said I am all set but she cannot help me with the Encrypted email and i need to call back. I called back the main 1800 number and after i waited again ,get verified a 3rd time and explained everything a 3rd time to ****** she transfered me to a supervisor ******... where i had to get VERIFIED A FOURTH TIME and explained everything a 4th time. They guy found the email and told me i will get yet another email from the wire . I got an email, sent them the information .. WAITED WAITED ... got 2pm EST and called them. Talked to an idiot ****** got VERIFIED A FIFTH TIME AND EXPLAINED MY PROBLEM A 5th TIME ... and ****** ddoes not understand the difference between mailing and residential address. Then i got to talk to a supervisor ***** who need an ID with my MAILING ADDRESS . He put me on hold to go talk to the wire department and is already 230pm EST Boston time ... WORST BANK and I have been a member for 25 years ... but recently after they deleted all my bill and **** payers by accident i moved to ******Business response
08/12/2024
To Whom It May ***************** reviewed the complaint submitted by ********************************* concerning his Domestic Wire transfer and the service provided by our Information Center.
We understand and empathize with Mr. ************ frustrations throughout this process and sincerely apologize for the inconvenience this caused. Mr. ************ satisfaction is our top priority, and we are committed to providing him with the best possible banking experience.
Mr. ************ Domestic Wire transfer service request was successfully completed on 8/8/24. We consider this matter resolved.
Sincerely,
DCU Member Resolutions
Customer response
08/12/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*********************************Initial Complaint
08/06/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I recently reviewed my credit report and found the following errors. As a victim of identity theft, I am writing to dispute the following inaccurate information on my credit report:Following Accounts are not ***************************** Name: DIGITAL EFCU Opened Date:10/27/2023 Account Number: **********Amount: $2,000.00 These accounts were opened fraudulently and do not belong to me. I am requesting that these incorrect accounts be removed from my credit report immediately.Under the Fair Credit Reporting Act (FCRA), I have the right to dispute any information I believe to be inaccurate. According to FCRA 611 (15 U.S.C. 1681i), credit reporting agencies are required to investigate disputes and correct any inaccuracies within 30 days. Additionally, FCRA 605B (15 U.S.C. 1681c-2) provides the right to block fraudulent information resulting from identity theft.Please investigate this matter and correct my credit report by removing the fraudulent accounts listed above. I appreciate your prompt attention to this urgent matter.Thank you for your assistance.Business response
08/12/2024
To Whom It May Concern,
We reviewed the complaint submitted by ****************************************** regarding an Identity Theft Claim.
We thoroughly investigated this matter during this investigation, we did not find any compelling evidence that supports ****************;Identity Theft Claim. A letter outlining our findings was mailed to ********* on 8/12/24, and we consider this matter resolved.
Sincerely,
DCU Member Resolutions
Initial Complaint
07/29/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
As a member of DCU for over a year, I have always maintained my accounts responsibly and have adhered to all the guidelines and requirements set forth by your institution. Recently, I was approved for an auto loan and a credit card, which led me to work closely with a dealership to finalize the purchase of my dream car. However, to my utter shock and dismay, my accounts were suddenly closed without any justification, causing significant embarrassment and inconvenience.I am particularly concerned that I may have been racially profiled or discriminated against in this process. The lack of communication and explanation for this decision is deeply hurtful and has left me feeling humiliated and distressed. The emotional toll of being treated in such an unjust manner cannot be overstated.Furthermore, I believe that DCU has violated the Fair Credit Reporting Act (FCRA) by reporting the credit card account, which I never received due to the account closure, on my credit report. It is unjust and unlawful to report an account that was never fully activated or utilized by me. Specifically, under 15 U.S. Code 1681b - Permissible purposes of consumer reports, it is clear that consumer reports must only be obtained and used for certain permissible purposes. Reporting an account that was never activated or utilized falls outside these permissible purposes and constitutes a violation of my rights under the FCRA.I can prove that I did not commit any fraud. Because of this, I believe that this matter should be escalated to arbitration in Federal Court where all information can be presented.Business response
07/30/2024
To Whom It May ********************* reviewed the complaint filed by ******************************* ("Complainant") regarding discrimination in relation to a credit card loan with Digital Federal Credit Union ("DCU"). The Complainant also lodged this complaint with our regulator, the Consumer Financial ***************** ("CFPB"). Consequently, DCU will be providing a response directly to the Complainant and our regulator.
Thank you,
DCU Member Resolutions
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