Credit Union
Digital Federal Credit UnionHeadquarters
Important information
- Customer Complaint:BBB with the use of artificial intelligence, analyzed the complaints on 6/26/24
BBB shared the findings and recommendations with Digital Federal Credit Union.
The findings appeared to show:
Frustration with Billing and Collections:
Frequent issues suggest customers are experiencing problems with account management, fees, or debt collection practices
Service Quality Concerns:
Recurring service-related complaints indicate dissatisfaction with the credit union's core offerings
Repair and Technical Issues:
Suggests problems with online banking, mobile apps, or other technical services
Customer Service Dissatisfaction:
Implies some customers feel their concerns are not adequately addressed
Digital Federal Credit Union on 7/21/24 responded to BBB with:
In addition to the frustration members may have with billing and collections and the service quality concerns
noted above, the BBB customer complaints analysis and recommendations report notes other trends including problems with online banking, mobile apps, or other technical services.
DCU has just integrated a new phone system and we are continually updating our digital banking and mobile
banking applications to meet the demands of today’s digital banking customer.
DCU is consistently reviewing our systems to ensure that we can deliver services that meet or exceed our Members’ expectations.
DCU maintains a complaint management program that ensures that each BBB complaint and other complaints are investigated and analyzed.
All fees and charges on billing statements are disclosed as required by state and federal law and regulation.
As part of our complaint management program, DCU reviews trends, spotlights and escalates issues, such as process breakdowns, inefficiencies, and system issues, and resolves such issues to prevent continuing negative impact to our members.
Complaints
This profile includes complaints for Digital Federal Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 214 total complaints in the last 3 years.
- 77 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:05/04/2022
Type: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.
Ive been a member with DCU for over 5 years now. April 11th a charge of ***** was charge to my account without my knowledge. Soon as I seen the charge I contacted that bank and let them know I didnt authorize this charge and its fraudulent. I also have fraud protection against account activity like this . I never made a purchase of this amount before and if I do make a purchase over $100 the fraud department will reach out to me to verify the charge , but on this occasion for $*****.85 they never reached out to verify the charge . Previous in January I flagged a similar charge from the ************************* for fraudulent charge and I was advise by DCU to get new atm card which I did . Now comes April 11, 2022 . Another charge pop up from **** *****.85 and DCU let the charge process which put me ******** in the negative. I called DCU several times to dispute this transaction. An they said they will not unblock my account due to negative amount on there. I never asked DCU to pay any type **** for me nor did I asked them to put me in the negative . Usually when I dont have enough money for a transaction the transaction gets declined due to insufficient funds , but something with this transaction they let it thru which caused me to have a negative balance of over 5,000$ . So basically somebody use my credit card at ******************* international airport and I disputed it and DCU think I rented this car because I have a atm transaction in that state and I explained to them that somebody using my info. So **** sent DCU a fraudulent rental agreement which somebody made without my knowledge and I told DCU that is fraudulent I didnt sign off any rental agreement. I showed DCU how my info was obtained and I never gave anybody permission to make any rental agreement with my information. Somehow they still dont believe me there siding with **** as if they work for **** and not me . I do not appreciate DCU making decisions with my money and paying people with out my permission.
Business Response
Date: 05/13/2022
To Whom It May ***************** reviewed the complaint submitted by Diander ******** (Complainant) concerning a fraudulent charge to their checking account with Digital Federal Credit Union (DCU).
On April 13, 2022, a charge of $7,757.85 was taken out of the Complainants checking account with DCU from a third-party merchant (Merchant), making the balance of that account go negative. DCU followed standard procedure and placed a lock on the Complainants account due to the negative balance, and the Complainant promptly contacted DCU to dispute this transaction.
On May 10, 2022, the Merchant refunded the $7,757.85 to the Complainants checking account with DCU, resolving the negative balance, and DCU promptly lifted all locks on the Complainants accounts.
As the merchant refunded the disputed amount and the Complainants accounts with DCU have been unlocked, we consider this matter to be resolved.
Sincerely,
DCU *************** DepartmentCustomer Answer
Date: 05/13/2022
[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,
Diander ********Initial Complaint
Date:05/03/2022
Type: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 3/14 my banking information was compromised and the thiefs attempted multiple fraudulent transactions. Since then it has been nothing but a consistent fight with DCU to do their job and reverse all of the fraudulent transactions that have taken place.For example: a $1000 cash advance loan was taken out on my credit card, transferred to my bank account and then transferred out of my account via a people pay transaction to someone I do not know. DCUs fraud department had the requests to correct these transactions for weeks and just sat on them; failed to take any action. After fighting with the bank to get them to finally work on this issue. All they did was reverse the transfer of the advance from my credit card to my bank and did not reverse the people pay transaction which in affect took $1000 of my own money which was not theirs to take. I was in the branch on 4/29 where I spoke with a branch manager who assured me he would handle the matter and contact me regarding by 4:30 PM on 5/2. I never received any kind of contact and every attempt I have made to contact the branch manager since has been futile.This issue is well over a month old now and still has not been resolved and has required me to drive 30+ minutes to the closest branch every week since 3/14 to obtain any kind of help as their customer service option via phone is useless as its a minimum 4 hour wait to speak with a representative who then cant or wont assist me with this issue.Business Response
Date: 05/10/2022
To Whom It May ***************** reviewed the complaint submitted by *************************** (Complainant) concerning activity through an account with Digital Federal Credit Union (DCU).
On May 3, 2022, DCU processed a reversal of the $1,000.00 transaction and credited the Complainants account. We apologize for any inconvenience this may have caused.
We consider this matter resolved.
Sincerely,
DCU *************** Department
Customer Answer
Date: 05/10/2022
[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
Date:05/02/2022
Type: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 or around October 2021, I applied online for a savings and credit builder loan with DCU. One of the conditions to opening the account was to join a sponsored organization by paying a membership fee. The fee was paid. The application was approved, and the credit builder loan was opened. DCU began reporting the account to the credit bureaus in November of 2021. A month or so later DCU closed the account without cause and without notice, causing me damages. It took my money and never provided the credit builder services. DCU caused me public embarrassment by reporting to *********** that the account was "closed by the credit grantor" which is considered negative in credit-speak. It never helped me but rather harmed me. I want DCU to immediately reopen the account and retroactively makes corrections to my credit report regarding this account.Business Response
Date: 05/06/2022
To Whom It May ***************** reviewed the complaint submitted by *************************** concerning the closure of accounts with Digital Federal Credit Union (DCU).
On November 5, 2021,DCU notified the Complainant that we closed the Complainants DCU membership and related accounts. We were unable to validate information provided by the Complainant to DCU. For security reasons, we do not disclose the factors that contributed to the membership closure. We are unable to reopen the Complainants closed accounts.
We consider this matter resolved.
Sincerely,
DCU *************** Department
Customer Answer
Date: 05/12/2022
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 reject DCU's response. They are blatantly breaching the contract. This was a loan that was approved and granted by DCU. The contract does not give DCU legal grounds to cancel the loan for no reason. How could they verify my information when they approved the loan, but later changed their mind!!?? DCU is acting fraudulently and blatantly lying through their teeth. Also, DCU failed to address the issue concerning the money I paid for the membership, which is a total and utter fraud committed by DCU since they took my money and then closed the account. I will be reporting this to the authorities. In addition, they blatantly damaged my credit report by reporting the account as "closed by credit grantor" instead of completely deleting the account from my credit report. Everyone in credit circles knows that "closed by credit grantor" is considered really bad on a credit report. They have damaged my credit report and credit worthiness, and offered no solution/compensation. DCU's behavior has been utterly disgusting. If the account is not reopened and I am not compensated, I want this review to be publicly posted, I will also file a complaint with government agencies and the attorney general of florida and the attorney general of massachussets. I will also retain an attorney to file a lawsuit for punitive damages as a result of DCU's negligent, malicious and wilful violation of the Fair Credit Reporting Act. If this company believes that this matter is "closed", they should think again. I will never let this go. Never.
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,Stuart
Business Response
Date: 05/17/2022
To Whom It May ***************** reviewed the complaint comments submitted by *************************** concerning the closure of accounts with Digital Federal Credit Union (DCU).
As explained in our previous response, we were unable to validate information provided by the Complainant to DCU. For security reasons, we do not disclose the factors that contributed to the membership closure. We are unable to reopen the Complainants closed accounts.
We consider this matter resolved.
Sincerely,
DCU *************** Department
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