Complaints

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

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Digital Federal Credit Union has 19 locations, listed below.

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  Digital Federal Credit Union

  220 Donald Lynch Blvd Marlborough, MA 01752-4708

• 

  Digital Federal Credit Union

  350 John Fitch Hwy Fitchburg, MA 01420

• 

  Digital Federal Credit Union

  1123 Central Street (MA 12) Leominster, MA 01453

• 

  Digital Federal Credit Union

  207 Constitution Avenue (off Route 119/2A) Littleton, MA 01460

• 

  Digital Federal Credit Union

  1123 Central Street (MA 12) Leominster, MA 01453

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:04/09/2025

  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 am submitting this complaint to formally request your assistance with resolving an issue I am experiencing with Digital Federal Credit Union (DCU) regarding a retroactive loan payment increase that was applied without timely or adequate notice after force-placed insurance (Collateral Protection Insurance or CPI) was adjusted on my auto loan,On March 18, my monthly payment unexpectedly increased from around $615 to $747.31. I received no advance notice of this change. The only letter referencing the new amount was dated March 27 after the due date and it was DELIVERED AT POST OFFICE ON April 7, according to **** own ***************** a recorded phone call with ***, the representative:Confirmed the increase was applied to my March 18 payment.Admitted no prior notice was given.Could not provide any documentation showing that I had been properly notified in advance.Apologized and acknowledged that the letter had been sent far too late.The March 27 letter stated that my payment would increase on the next scheduled due date. That date should have been interpreted as April 18, not retroactively March 18 especially since the letter was mailed almost three weeks after that payment was already due.This failure to notify me in advance caused confusion, disrupted my finances, and placed me in a position where I could not reasonably comply with my loan **************** ************************ Transfer Act (EFTA): Requires at least 10 days notice if recurring payments will vary in amount.Georgia Fair Business Practices Act (FBPA): Prohibits unfair or deceptive practices such as applying charges without notice and then mailing a vague explanation afterward.Implied Covenant of Good Faith and Fair Dealing: While *** had the right to recover CPI charges, they had a legal duty to act fairly and communicate in good faith, which they did ******: I CANNOT ADD RECORDINGS BUT I WILL LIKE FOR SOME ONE TO LOOK OVER.

  

  Business Response

  Date: 04/10/2025

  To Whom It May Concern:
   
  We reviewed the complaint submitted by Shakiris ****** concerning the loan payment increase associated with Collateral Protection Insurance (CPI) with Digital Federal Credit Union (DCU).
   
  The Complainant also submitted this complaint to DCUs ********** regulator, the Consumer Financial ***************** (****), on April 9, 2025. As such, *** will be supplying a response directly to our regulator.
   
  Sincerely,
   
  *** Member Resolutions

  Customer Answer

  Date: 04/10/2025

  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. 

  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. 

  
  To Whom It May Concern,
  I am rejecting DCU's response because it does not address the core issue of my complaint:
  I was not properly notified of the loan payment increase before it was applied to my March 18, 2025, due date.
  The letter explaining the payment increase was dated March 27 and mailed on MARCH 27 well after the due date had passed. In a recorded call, a *** representative confirmed:
  The increased amount was applied to my March 18 payment.
  I had not been informed prior to that due date.
  They could not provide any documentation showing advance notice.
  This is a direct violation of federal consumer protection laws, including:
  The *************** Transfer Act (EFTA), which requires 10 days notice before changing automatic payment amounts.
  The Truth in Lending Act (TILA), which requires advance notice of changes in loan terms.
  And potentially Georgia's Fair Business Practices Act, due to lack of transparency and unfair treatment.
  My concern is not about owing the amount related to CPI it is about **** failure to notify me properly before adjusting my loan payment. This failure has affected my financial planning, caused unnecessary confusion, and damaged my trust in DCUs practices.
  I respectfully request:
  A formal written acknowledgment of the failure to notify me in advance.
  A full refund of the $147.31 improperly applied to my March 18 payment without notice.
  Removal of any negative marks or late fees caused by this mishandling.
  If applicable, an internal review and policy correction to prevent this from happening to other members.
  I am continuing to speak with legal counsel and will pursue further action if needed. Thank you for your attention to this serious matter.
  Sincerely,
  Shakiris ******
  
  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.
  

  

  Business Response

  Date: 04/14/2025

  To Whom It May Concern:
   
  We reviewed the rejection response submitted by Shakiris ****** concerning the loan payment increase associated with Collateral Protection Insurance (CPI) with Digital Federal Credit Union (DCU).
   
  The Complainant also submitted this complaint to **** ********** regulator, the Consumer Financial ***************** (****), on April 9, 2025. As such, *** will be supplying a response directly to the member and our regulator.
   
  Sincerely,
   
  DCU Member Resolutions

• Initial Complaint

  Date:03/31/2025

  Type:Delivery 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 a victim of fraud. I never did any business with this company. I am asking to remove the inquiry appear in my creditaccountASAP. Date inquired was 03/01/2025

  

  Business Response

  Date: 04/03/2025

  To Whom It May Concern:

  We reviewed the complaint submitted by **** ******* concerning an Identity Theft Claim.
  

  We have thoroughly investigated this matter and found no evidence to support Mr. ******** identity theft claim. On April 4, 2025, our *************************** will be mailing a letter to Mr. ******* explaining the outcome of our investigation and his next steps should he wish to pursue this claim further. Should Mr. ******* have any questions when he receives the letter, please call our *************************** at  ************ (Monday through Friday, 8 AM -5 PM).  
  

  We consider this matter resolved.
  

  Sincerely,
  

  DCU Member Resolutions

• Initial Complaint

  Date:03/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The business dealings of digital federal credit union has been an horrible experience, my account is locked no access to my money , have yet to finalize my approval for my boat loan , but for some odd reason Im being treated like a criminal. No one is telling me nothing about my account all Im getting is long hold times and bad attitudes.

  

  Business Response

  Date: 03/25/2025

  To Whom It May Concern:
  
  We reviewed the complaint submitted by ****** ******* (Complainant)concerning access to his account with ********************** (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 Resolutions

  Customer Answer

  Date: 03/25/2025

  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.]
  
  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

  Date:03/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a car for my son at a dealership in *********** two years ago. The bank loan is with DCU Federal Credit Union. I purchased *** during the transaction. The company is *** and the paperwork says we assigned it to ***. My son totaled his car. I reported it to the bank and they gave me the steps to follow. The car insurance sent the check for their part as a total loss check. They sent my son back is his payments from date of loss because we had gap. A year later I received a car loan payment saying I still owe 6000 on it. After visiting the bank they said it was not their responsibilty to file the claim that the dealership has paperwork on the gap. They are saying even if they were assigned the gap it was indirect and not their responsibility. A year ago this is not what they told me and that my gap would take care of it. Why wait a year to notify me? Now it is past the claim time. Why would the dealership who no longer owns the car be responsible for the claim? I received so many different answers that no one can help me with. I would like the loan resolved that the car insurance did not cover. They knew the car was a loss over a year ago. The communication is terrible. I did call the dealership and all they can help me with is that I purchased it and they assigned it to the bank with the loan paperwork. I also need staright answers so I can help other consumers in my situtaion.

  

  Business Response

  Date: 03/27/2025

  To Whom It May Concern,

  We reviewed the complaint submitted by ****** Law regarding the Guaranteed Asset Protection (***) insurance obtained through the dealership.

  After a thorough investigation, we found the dealership responsible for the vehicle purchase was obligated to file the *** claim on ******** behalf. We understand and empathize with ******** frustration throughout this process; however, because our Loan Research Team did not receive any documentation from the dealership pertaining to her *** claim, we cannot proceed with Staceys request.

  We consider this matter as resolved.

  Sincerely,

  DCU Member Resolutions

  Customer Answer

  Date: 03/27/2025

  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.]
  
  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

  Date:03/16/2025

  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.

  I am not liable for this debt with DIGITAL FED CREDIT UNION, I do not have a contract with DIGITAL FED CREDIT UNION, They did not provide me with the original contract as I requested

  

  Business Response

  Date: 03/24/2025

  To Whom It May Concern,
  
  
  We reviewed the complaint submitted by Sauvens ********* concerning his Digital Federal Credit Union (DCU) **** credit card and Personal Loan.
  
  
  We investigated this concern thoroughly and determined that Mr. ********* applied for a DCU **** Credit Card and Quick Loan on October 19, 2021. The applications were submitted securely through ************************** App behind his username and password, solidifying that he is responsible for the unpaid debt.
  
  On October 25, 2021, Mr. ********* signed the Loan and Note Agreement for the Personal Loan and agreed to pay back the loan.
  
  Since the Credit Card application process is electronic, we do not have a physical paper application with his signature. However, the written statement on the back of the DCU **** credit card he was issued and utilized states, By retaining this card, the holder agrees to all terms under which it was issued. Anyone who uses or authorized anyone else to use this card agrees to repay all charges incurred, according to the Credit Unions **** Agreement, including any future amendments made to it by the Credit Union. The utilization of this card consummated the expected repayment agreement of the loan.
  
  A letter detailing the documentation to validate this debt was sent via Federal Express with Direct Signature Required on March 20, 2025, via tracking # ********************* was confirmed on March 24, 2025.
  
  We consider this matter resolved.
  
  Sincerely,
  
  *** Member Resolutions

  Customer Answer

  Date: 03/31/2025

  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. 

  I understand that you have indicated the reliance on electronic proof of the debt; however, I would like to reiterate my demand to have this account deleted & correction to my credit report. Your method of verification does not authenticate nor ensure any of the transactions made were by me. According to statistics, for four of the past five years, credit card fraud has been the most common type of identity theft in *******. Being that the credit card application was electronic & you dont possess a physical paper application with my signature as you stated in your response to my complaint, its impossible to say this debt belongs to me. If you guys looked at the payment summaries across all the different consumer reporting agencies youd see the past due dates are not the same. This violates my rights regardless for accuracy under the The Fair Credit Reporting Act (FCRA), codified at 15 U.S.C. **************************** initially, I demand for this to be removed from credit report.
  
  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,

  Sauvens

   

   

  

  Business Response

  Date: 04/07/2025

  To Whom It May Concern,
  
  
  We reviewed Sauvens Derosierss rejection response concerning their debt with Digital Federal Credit Union (DCU).
  
  
  As noted in our previous response, DCU thoroughly investigated this matter and, on March 20, 2025, sent Mr. ********* a Validation of Debt packet, which was successfully delivered and signed for on March 24, 2025. *** has followed all proper channels while investigating the request to remove debt, and there is no further recourse *** can take regarding this matter.
  
  
  We consider this matter to be resolved.
  
  
  Sincerely,
  
  *** Member Resolutions

• Initial Complaint

  Date:03/16/2025

  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 had filed a dispute with this credit union for a measly *****. Considering I've been a member since 2012, had paid off car loans and personal loans ...never late, I thought they would actually look into the dispute ..they did not. I was sent a pdf letter stating that a Ms. ****** denied the dispute based on the fact it was valid. Yes, I paid for a service ..however I never received it. I called their toll free number asking about this...they asked if I received the information from ****** on what the company sent...where she would state it was delivered when it wasn't. I did email her after hours and asked for the information that I still want from her. I've had another issue with ******* and had to come here through the bbb get it resolved as dcu couldn't care less. The fact you're treated as an individual trying to defraud this credit union is absurd. I will be closing my accounts and I'll take my 118K that I have at that credit union and put it into my other bank *********** as they do treat their customers so much better. I want the info you supposedly got from the merchant Rapidsend for the amount of ***** and I want to know if I can close my accounts by phone or online because I'm ******* the way, I'm attaching the email where they didn't send the service as they claimed the link didn't work so that it is on record that K ****** that works in disputes knows I know she never looked into this as she would have supplied what she got from them INITIALLY when she denied it like a normal credit union or bank would.

  

  Business Response

  Date: 03/19/2025

  To Whom It May Concern:
  
  We reviewed the complaint submitted by ****** ******* concerning their **** Debit Transaction Dispute with Digital Federal Credit Union (DCU).
  
  The Complainant also submitted this complaint to **** ********** regulator, the Consumer Financial ***************** (CFPB), on March, 18, 2025. As such, *** will be supplying a response directly to our regulator.
  
  Sincerely,
  
  *** Member Resolutions

  Customer Answer

  Date: 03/20/2025

  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 # ********. 

   

  There is no reason why they can't supply an answer here unless they have to think of one. Either /or... I have pulled my 119k out of this incompetent institution and will close out after a check clears both checking and savings. No further responses will be looked at by this credit union by me.

  
  Regards,

  Briana

   

   

  

  Business Response

  Date: 03/25/2025

  To Whom It May Concern:
  We reviewed the rejection response submitted by ****** ******* (Complainant) concerning a transaction dispute 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 once our investigation is complete.
  

  Sincerely,
  *** Member Resolutions

• Initial Complaint

  Date:03/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello DCU. I am opening an another BBB again since I didnt get any right response on my previous case. I have such a terrible thing happened to my current loan. I was with *** car loan before too for almost 5 years I paid on time. for the new Car I went with *************** and then *** offered better rates So I refinance with *** again since I am familiar with the process and all and I so my transferred my loan from *** to *** then there was title messed up and didnt went to *** and something I keep communicating with DCU that I am not aware of this and one time *** stated they the recieved the title and I still have all mail and email about it and then later again after 2 months *** stated they didnt recieved anything the title and they start charging ***** APR by default they dont recieve it and then called *** about it and went to my DMV and then sorted out and applied for an another Lien title as DCU holder and I mailed and faxed the forms as stated and then I tried to make the payment it didnt let me it keep erroring out and i tried one time payment and i tried auto pay and then tried calling setup payment nothing worked when I called *** no one told me that i can pay with speed pay or whatever its is you can pay debit card and now credit is showing one time payment missed. this is clearly *** over here that making me run dmv and stated all false they recived didnt give me right instructions. I requested and please remove the missed the payment on history as courtesy of loyal and you can check my previous its paid on time without any late payments. I kindly please request you guys remove this biggest help.

  

  Business Response

  Date: 03/12/2025

  To Whom It May Concern:

  We reviewed the complaint submitted by ***** ***** ***** ******* concerning credit reporting.  
  

  We have thoroughly investigated this matter on several occasions and determined that Mr. ******** auto loan with Digital Federal Credit Union (DCU) is being reported accurately. The late credit reporting for December 2023 is accurate. When Mr. ******* made his November 29, 2023 payment, he did not have sufficient funds in his account, and the payment was returned.
  

  The option to use our free, self-service portal is available to all of our members and can be found at the top right corner of our homepage,***********. Anyone can use this option; you do not need to be logged into your account to utilize it. Regardless of how Mr. ******* makes his loan payments,he is responsible for timely payments. If the electronic option was no longer available to him and he was unaware of our free, self-service option, he could have mailed a check or paid in person at a local Shared Branch.
  

  Under the Fair Credit Reporting Act, we can only remove a credit inquiry if it resulted from a DCU error. Since we are legally obligated to accurately report Mr. ******** payment history, the late credit reporting cannot be removed.
  

  We consider this matter resolved.
  

  Sincerely,
  

  DCU Member Resolutions

• Initial Complaint

  Date:03/09/2025

  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 find this account to be incorporated with inaccurate information, I strongly believe this to be misleading and misrepresentation of my credit history.

  

  Business Response

  Date: 03/14/2025

  We reviewed the complaint submitted by ******* ****** regarding inaccurate information being reported on their credit report. We thoroughly investigated this concern and determined that ******* ******** loan account was being reported inaccurately with TransUnion. On March 13, 2025, *** sent a notification to TransUnion to have the inaccurate information updated. Please be aware that it can take TransUnion up to 30 days to update their records.
  
  A letter detailing the documentation confirming our findings was sent via Federal Express (Direct Signature Required) on March 13, 2025. We consider this investigation concluded.
  
  Sincerely,
  
  *** Member Resolutions

• Initial Complaint

  Date:03/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My account was closed because they said they couldnt verify my income and inconsistent information but I sent them my VA award letter showing them how much I made. I was approved for a loan and a credit card weeks later but the denied my credit after I spoke to a woman on the phone. Im a disabled veteran and I get VA benifits for my income and it is an official award letter. When I spoke to the person on the phone she asked me questions if I was retired and I said Im not and I receive VA benefits and Im not working at a job and I do other work but I was told I couldnt use that income because I didnt claim taxes on it for the past 2-4 years because I wasnt making anymoney from it when I first apply for the loan and now I am. So she started adjusting everything because they didnt have the option for VA benefits or anything like that. Then the same day my account was locked and then I found out today they said its for fraud. But the email I got said because they could verify anything and they didnt want to hear anything I had to say. My income is verified by the VA and now I cant get my money out of my account after I deposited my in that account from my VA check.

  

  Business Response

  Date: 03/07/2025

  To Whom It May Concern:

  We reviewed the complaint submitted by ******* ****** concerning his **** Credit Card application.
  

  As a financial institution, we must verify the information provided by all applicants when applying for a membership or loan. After further review of Mr. ******* loan documents, we found the presentment of inconsistent information and could not adequately verify the information he provided.
  

  On February 26, 2025, our ************************** notified Mr. ****** via mail that *** is exercising its right to restrict his membership to loan payments only. Loan payments will be accepted at any local *** Branch or shared Branching locations by either cash payment or certified check or mailed to Digital Federal Credit Union. *******************************************************************. **************** statements will now be sent to him by mail. Once the loan is paid in full, his membership will be closed.
  

  We consider this matter to be resolved.
  

  Sincerely,
  

  *** Member Resolutions

  
  

• Initial Complaint

  Date:03/01/2025

  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.

  I am filing this formal complaint against Digital Federal Credit Union (DCU) for knowingly reporting a fraudulent loan on my credit report, failing to conduct a reasonable investigation as required under federal and state laws, and ignoring my identity theft police report that proves I am a victim of fraud.Fraudulent ******************* Theft Details This fraudulent loan was the result of identity theft committed by ******* ****, a former family friend, who: Stole my wallet and obtained unauthorized access to my personal property and confidential information (documented since 2020). Used my stolen information to fraudulently rent an apartment, open accounts, attempt payday loans, and make unauthorized purchases. Opened a fraudulent Quick Loan with *** under my name without my knowledge or consent.******* **** was a trusted family friend, which allowed him to gain access to my personal information and commit multiple fraudulent acts over time.I have never spoken to or interacted with any representative of *** regarding this loan. *** failed to verify my identity and approved a loan based on fraudulent information.Despite submitting a police report confirming the identity theft, *** continues to report this fraudulent account, violating multiple federal and state consumer protection laws.

  

  Business Response

  Date: 03/03/2025

  To Whom It May Concern:
  
  We reviewed the complaint submitted by ****** ***** (Complainant)concerning an ID Theft claim 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 Resolutions

  Customer Answer

  Date: 03/03/2025

  Re: Complaint #******** Digital Federal Credit Union (DCU)

   

   

  I reject this response because DCU has failed to provide a resolution. Instead of addressing this matter transparently, they are attempting to move the conversation into private communication, despite their history of making false statements regarding prior discussions with me.

  
  

  DCUs handling of this fraudulent loan is a direct violation of my consumer rights under the Fair Credit Reporting Act (FCRA), Georgia Identity Theft Laws, and federal regulations governing financial institutions. I have submitted multiple police reports, an FTC identity theft affidavit, and formal disputes, yet *** continues to report this fraudulent account, refusing to properly investigate.

  
  

  Because of their prior unfounded accusations against me, I do not trust *** to communicate fairly outside of an official mediation setting. I request that all further responses be made through BBB, CFPB, AG, and FTC complaint forums, where transparency, accountability, and oversight exist.

  
  

  Until DCU deletes this fraudulent account from my ********************** reports and provides written confirmation of its removal, I reject their response as an inadequate resolution. I expect them to comply with federal and state consumer protection laws and address this matter publicly as a form of mediation and oversight.

   

  Regards,

  ****** TIWONE WOODS 

  ****************************;

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

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

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

  

  Business Response

  Date: 03/04/2025

  To Whom It May Concern,
  
  We reviewed the rejection response submitted by ****** ***** concerning an ID Theft claim.   
  
  The Complainant also submitted this complaint to **** ********** regulator,the Consumer Financial ***************** (CFPB). As such, *** will be supplying a response directly to the Complainant and our regulator.
  
  Sincerely,
  
  Member Resolutions

  Customer Answer

  Date: 03/04/2025

   

  Better Business Bureau of **********, ME, **, & VT
  5 Mt. ********************
  *************** 01752-1927
  
  Subject: DCUs Failure to Block Fraudulent Loan & Negligence in Vetting Borrower
  
  To Whom It May Concern,
  
  This letter addresses DCUs inadequate response regarding my complaint. While they stated they will respond directly to me and their regulator (CFPB), they have failed to comply with ****-mandated identity theft protections. The *** account itself is legitimate, but Quick Loan L-141 (05/26/2021) was fraudulently obtained. **** failure to properly vet this loan applicant facilitated the misuse of my identity.
  
  Under FCRA 605B (15 U.S.C. 1681c-2), *** was legally required to block this fraudulent loan within four (4) business days upon receiving my FTC Identity Theft Report and Police Report. They have failed to do so, making them noncompliant.
  
  DCU must clarify:
  
  How they verified the applicants identity before issuing this loan.
  
  From what source they obtained authorization for this financial obligation.
  
  How they ensured the applicant was not using stolen information.
  
  What risk assessment procedures and fraud prevention measures were followed.
  
  
  Failure to provide satisfactory responses demonstrates negligence in lending practices and breaches consumer protection laws. Furthermore, *** has not provided Method of Verification (MOV) or Proof of Validation (POV), such as:
  ? A signed loan agreement proving my consent.
  ? IP logs, geolocation data, or transaction records linking me to the loan.
  ? Call recordings or written confirmation of my authorization.
  
  **** refusal to act violates Georgia consumer protection laws (O.C.G.A. 10-1-393), which prohibit deceptive business practices, including knowingly reporting false information.
  
  Within four (4) business days, *** must:
  
  1. Immediately delete and block Quick Loan L-141 from my credit report.
  
  
  2. Provide a written explanation of their due diligence process in approving this loan.
  
  
  3. If *** refuses to delete the loan, they must produce MOV and POV proving my authorization.
  
  
  
  If DCU does not comply, I will escalate by:
  ? Reinforcing my CFPB complaint with additional legal violations.
  ? Filing a Massachusetts Attorney General complaint for reckless lending practices.
  ? Pursuing legal action for damages caused by **** failure to prevent fraud.
  
  Please keep this complaint open until *** fully complies. I appreciate your assistance.
  
  

  Regards,

  ******