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.

close

Find a Location

Digital Federal Credit Union has 19 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Digital Federal Credit Union

  220 Donald Lynch Blvd Marlborough, MA 01752-4708

• 

  Digital Federal Credit Union

  130 Lexington St Waltham, MA 02452-4633

• 

  Digital Federal Credit Union

  350 John Fitch Hwy Fitchburg, MA 01420

• 

  Digital Federal Credit Union

  131 Gold Star Blvd Worcester, MA 01606

• 

  Digital Federal Credit Union

  225 Shrewsbury St Worcester, MA 01604

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:01/07/2025

  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 recently applied and was approved for a $5,000 credit card and a $28,000 auto loan(my credit was pulled). When I applied for membership using my same information, I was auto-denied.The denial reason was due to **** inability to verify me. I didnt understand because I was approved for 2 loans. My credit score is 721, my income and credit profile is good, and there is nothing in my profile that suggest a verification issue. A live chat agent also stated there is nothing wrong with my credit or information but they still did not help.I contacted over the phone and was informed that the denial was based on an automated system and there was no option for manual review/intervention. Other credit unions have someone overlooking applications and if any verification issues appeared, they fix it by requesting additional documentation for a review by an actual person. On Jan 7th, 2025, I spoke with a representative named Gabby. When I explained my issue, she responded with an attitude. When I asked to be transferred she said theres no one to transfer you to.Under the ****, consumers have the right to understand and dispute any adverse actions based on their credit or identity verification. **** refusal to allow a manual review of my application denies me this basic right and prevents me from resolving the issue.The ECOA prohibits creditors from discriminating against applicants for arbitrary reasons. By relying solely on an automated system without offering a manual review process, DCUs practices may result in unfair treatment of otherwise qualified individuals like myself.DCUs decision to rely entirely on automation for membership denials, with no path to manual review, is both unreasonable and ********** is unacceptable that I am being denied due to an issue that could be resolved with manual verification. *** told me that I can reapply at any time, this is meaningless if my applications will continue to be auto-denied without recourse to manual review.

  

  Business Response

  Date: 01/13/2025

  To Whom It May Concern,
   
  We reviewed Johauna ****' complaint regarding the denial of their membership applications with Digital Federal Credit Union (DCU).
   
  We have thoroughly investigated Johauna ****' concerns and concluded that our decision to deny Johauna ****' membership applications aligns with our guidelines for all membership applications. All applications go through the same review process, whether manually reviewed by a representative or auto-reviewed by our system.
   
  At ***, we value transparency and open communication; however, there are certain circumstances where we cannot disclose specific factors contributing to membership denial.
   
  Our commitment to fair and unbiased treatment is fundamental to our values, and DCU has confirmed that no discrimination or mistreatment occurred.
   
  We consider this investigation concluded.
   
  Sincerely,
  *** Member Resolutions

  Customer Answer

  Date: 01/13/2025

  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 # ********. Heres a strong yet professional response you can send in rejecting their reply. It focuses on the need for accountability and resolution while reiterating your rights under applicable laws:
  
  
  To Whom It May Concern,
  I appreciate your response, but I must respectfully reject it as it fails to adequately address the core issues I raised.
  
  While you assert that all applications follow the same review process, you also confirm that your system lacks a pathway for manual review or intervention. This is the crux of the problem. **** reliance on an automated system, without offering consumers the opportunity to resolve verification issues through additional documentation or manual review, is problematic and may violate federal consumer protection laws, including the Fair Credit Reporting Act (FCRA) and the Equal Credit Opportunity Act (ECOA).
  
  Under the ***** consumers are entitled to a clear explanation of adverse actions taken based on their credit or identity verification, along with the opportunity to resolve such issues. By refusing to provide clarity on the specific factors contributing to my membership denial and declining to facilitate a manual review process, DCU has obstructed my ability to resolve this matter.
  
  Additionally, your assertion that no discrimination or mistreatment occurred does not address my concerns about fairness. Denying membership applications solely based on an automated process can lead to arbitrary and unreasonable outcomes. Many reputable financial institutions allow for manual intervention to ensure that qualified applicants are not wrongfully denied, and I believe *** should adopt the same practice.
  
  As a consumer with a credit score of 721 and no negative factors on my credit or profile, the denial of my application is unreasonable and contradictory to your approval of two other financial products under the same circumstances. If **** systems cannot reconcile this inconsistency, it further underscores the need for a manual review process.
  
  I kindly request that you:
  1.Provide a specific explanation of the factors that contributed to my membership denial. Which involves anything regarding my credit score, history or identity. 
  2.Offer a manual review of my application and an opportunity to provide any necessary documentation to address the verification issue.
  
  If DCU is unwilling to reconsider its stance, I may escalate this matter to regulatory bodies such as the Consumer Financial ***************** (CFPB) and the National Credit Union Administration (NCUA) for further investigation.
  
  I hope for a more constructive resolution to this matter and trust that *** will address these concerns promptly.
  
  
  Sincerely,
  Johauna ****
  
  

   

   

  

  Business Response

  Date: 01/15/2025

  To Whom It May Concern:
  We reviewed the response rejection submitted by Johauna **** (Complainant) concerning a membership application with Digital Federal Credit Union (DCU). The Complainant has since submitted this complaint to **** ********** regulator. As such, *** will be supplying a response directly to the Complainant and our regulator.
  Sincerely,

  DCU Member Resolutions

  Customer Answer

  Date: 01/16/2025

  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 # ********. I have not received a response, only a mailed paper saying unable to verify and incomplete application. There should be somewhere there to review, I recently applied at another credit union and also spoke to multiple other credit unions and along with a system verification they have someone manually review and also give a chance for an appeal. But here at *** they cannot give a valid reason nor will anyone give any help or do a manual review. My credit was check and everything from this company. 

  
  
  Regards,

  Johauna

   

   

• Initial Complaint

  Date:01/06/2025

  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.

  They are blocking me from seeing my Car loan online. I have not way of seeing what i owe and they wont give me access. They said I have to pay by cash or cashiers check. They dont have a branch in ******* so i have to put the money in my savings and then transfer it into my car loan. Now I cant access to do that. How am i going to pay my car. How will i know if my payments are going through.i have never been 30 days late and they reported me to transunion 30 days delinquent.

  

  Business Response

  Date: 01/13/2025

  To Whom It May Concern:
  
  
  We reviewed the complaint submitted by ****** ********* concerning access to his Digital Banking.
  
  
  We have thoroughly investigated these concerns and will contact Mr. ********** directly to address them. We want to provide account-specific information, which cannot be provided through this portal for security purposes.
  
  
  Sincerely,
  *** Member Resolutions

• Initial Complaint

  Date:12/31/2024

  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.

  Sent several letters to company stating I agree to pay any financial obligation which I may lawfully owe on a few conditions: June 10th 2024 they *** provide me with Validation of debt/debts, meaning actual accounting which they did not send. I asked for Verification of the claims/claims against me, Which would be an actual INVOICE they sent a statement. Thirdly I asked for *** to send me a copy of a signed contract by both parties meaning two wet ink signatures one from me and them *** which they also didn't because they couldn't because banks have no right or mind to contract since they arer Soul-less legal fictions. All and all the contact isn't lawfully binding under four conditions 1.) Full disclosure, I wasn't told I was creating the credit with my signature 2.) Equal Consideration they brought nothing of value to the table so had nothing to lose Which makes it fraud thirdly Lawful Terms and conditions mine were based on fraud 4.) the wet ink signatures of both parties as I stated before corporations cant sign because they have no right or mind to sign because they are soul-less legal fictions . *** did not provide any of the information as I requested and never responded back to me after there first letter I received from them in July and I sent 4 or 5 letters after there response. Reasonable period of time was given each time. After all of this, and no responses still came in repossessed my vehicle unlawfully. Oh, *********** also stated after their first response in July that they wouldnt be responding anymore, which also violated my consumer rights because my letters were valid in all sent verified mail.

  

  Business Response

  Date: 12/31/2024

  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,
  

  DCU Member Resolutions

• Initial Complaint

  Date:12/21/2024

  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 have submitted disputes and i have tried to reach out to this financial institution via phone but was transferred from one department to the other until i was finally disconnected. Ive submitted my identity theft reports to Experian as well because ive seen it reporting on my report. It appears obvious after reviewing my credit report that whoever opened this account in my name never had any intentions of paying it back because it was opened and used for ****** and not one attempt to make a payment. I need this account removed from my report immediately. I am trying to buikd my credit the right way and every time i make an effort and build it up this account reports derogatively and causes my score to drop

  

  Business Response

  Date: 12/24/2024

  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: 12/26/2024

  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.]
  
  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:12/13/2024

  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 writing to express my concern regarding a mobile deposit I recently made, which has been held for an extended period. I attempted to resolve this matter by speaking with one of your representatives, ******. Unfortunately, my experience was unsatisfactory as no clear resolution or assistance was provided initially.After repeated efforts on my part, ****** eventually assisted, but still was unwilling to release the amount I needed to pay my car off. The process was unnecessarily difficult and time-consuming. I believe this situation could have been handled more efficiently, and I am requesting immediate clarification on why the funds were held and why no one could call my firm and verify. I value my relationship with *** and trust that you will address this matter promptly. Please provide a clear explanation regarding why my funds where held and why no one from your business could call and verify the funds. If further information is required from my side, do not hesitate to let me

  

  Business Response

  Date: 12/19/2024

  To Whom it May Concern,
  
  We reviewed the complaint submitted by Shuntez ******** ***** concerning the check hold on his account.
  
  On December 13, 2024, Shuntez ******** ***** deposited a check into their DCU account using our *********************** Since they are new users of the service, a portion of their deposit was placed on hold for six days in accordance with our Digital Banking Agreement. On December 19, 2024, *** made the full amount of the check deposit available to Shuntez ******** *****. We consider this matter to be resolved.
  
  Sincerely,
  
  *** Member Resolutions
  

• Initial Complaint

  Date:12/12/2024

  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.

  This is due to a scam that was in August of this year. I applied for a loan to a loan company and you do do that. The company was a scam. I did search up the company and it did look legitimate. Before I was informed of the suspicious transactions, I was not receiving any alerts. Until it was too late, *** contacted me from fraud department. Ask me if I provided information and I told them that I did apply for a loan and you did look legitimate. They informed me that the company was depositing amount of funds in my account and withdrawing. The total amount of money that was withdraw was $10,000 which I did not have in my account at all. I wanted to know is there anything that can be done being a person that got scammed?

  

  Business Response

  Date: 12/20/2024

  To Whom It May Concern:
  
  We reviewed the complaint submitted by ******* Jean **** concerning her account balance. 
  
  We've thoroughly investigated this matter and determined that Ms. ****** membership was locked for review by our *************** Team in accordance with Digital Federal Credit Union's (DCU) Account Agreement for Consumers. The investigation concluded that Ms. **** mishandled her account by providing her login credentials to an individual not listed on her account and is responsible for the negative account balance. 
  
  Our Digital Banking Agreement, which Ms. **** agreed to when she became a member of Digital Federal Credit Union, outlines the responsibility of our accountholders and how login credentials are confidential and must not be revealed to anyone not listed on the account. The agreement outlines how if a member discloses their login credentials to a third party or allows a third party to use their device's authentication feature,they may be providing actual authority for that party to obtain information about and make transactions on their *** Accounts. In turn, they may be liable for,and we may not reimburse them for, any losses resulting from them sharing their login credentials, verification codes, or your device's authentication feature.
  
  On December 18, 2024, our *************** Team contacted Ms. **** to review her situation, confirming that she remains responsible for the negative account balance and repayment options.
  
  We consider this matter closed.
  
  Sincerely,
  
  *** Member Resolutions
  

• Initial Complaint

  Date:12/04/2024

  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.

  DCU Credit Union charges extra interest on loans that have been paid ahead, not owing a payment and never being delinquent. They insist that even though they took interest in the payment ahead, they also took interest in the principal payment since they say it does not count as a payment. This is the first company I have ever worked with that does this. they seem to get interest more than the agreed amount when I paid ahead.

  Customer Answer

  Date: 12/15/2024

  I have not heard from the business in response to my complaint.

  I have tried several times to resolve this with the company and they refused to resolve it. In fact, they doubled down saying they're right yet. They send me a statement that doesn't show his extra interest. It shows it is interest for a **** card that I do not have with this company. What they're doing cannot be legal.

  

  Business Response

  Date: 12/16/2024

  To Whom It May Concern:
  We reviewed the complaint submitted by **** ****** (Complainant) concerning a Solar Loan 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,

  DCU Member Resolutions 

  Customer Answer

  Date: 12/16/2024

  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.]
  
  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,

  ****

  Just like their employees, they dance around the subject, no one corrects the problem. If you're going to charge somebody double interest in the same time period where you have a 4.99% loan, but you're charging at least double that. Then you should address this ASAP. There are laws against doing this. And punishing someone for paying ahead.

   

  

  Business Response

  Date: 12/19/2024

  To Whom It May Concern:

  We reviewed the rejection response submitted by **** ****** (Complainant) concerning a Solar Loan 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,
  

  DCU Member Resolutions

  Customer Answer

  Date: 12/20/2024

  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.]
  
  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,

  ****

   

   I just don't understand why they don't. They don't do the right thing, and they just want to drag it out. It's unfair to the customers. I hope it doesn't have to be litigated.

• Initial Complaint

  Date:12/03/2024

  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.

  With witness present (***** *********) sometime between 11:30am-12.25pm the manager on duty at my local branch,DCU- ****************************************** ************* illegally blocked my debit card, when I had available funds in my checking, instead of being compassionate, kind, he was supposed to block only the amount I owed in question. ****. He froze the entire account. I filed a grievance with customer service this evening, and after this is submitted, I will contact the AGO of *************, and called ******************************- ******** - **/area- he didnt freeze just any ole funds, this armpit froze Disability Benefits that is a Federal violation, so I reported him, that entire branch, and the entire ************************* which conducted a half a** investigation- biased, after I brought my case, substantiated my case, he took the side of the merchant who blatantly lied, then today **** Dispute Credit was REVERSED- I was not contacted to submit my case and evidence - they reversed $146 and .80cents that is over 10% of my monthly income. He was disenfranchised, both he and his colleagues, were gaslighting me, humiliating me, and the female had the audacity to say should I call the police? Are you kidding me- I took the high road, walked out - with ***** (tried to withdraw my money - available funds- he then had the ******** to not just block my entire card, he transferred the (-88) in question without my permission. This is principal, I can and will file a small claims suit against this local branch. You do not treat anyone like that! Unacceptable, unprofessional, uncouth, he was ruthlessly pragmatic, condescending, arrogant, entitled, discriminated against me because Im poor, and Lexington, Ma is one of the most affluent - cold, historically entitled town where if you do not have money, youd nobody, if you are not White or Asian - your an outcast, if you were not born in the area, raised in *********, your nobody - disgusting.

  

  Business Response

  Date: 12/20/2024

  To Whom it May Concern,

  We reviewed the complaint submitted by ***** ******** concerning her experience at the *****************

  We have thoroughly investigated Ms. ********** concerns and responded directly to her on December 12, 2024 regarding this matter. We consider this matter concluded. 

  Sincerely,

  DCU Member Resolutions

   

• Initial Complaint

  Date:12/02/2024

  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 bought 2 tickets to travel Jan ******* for me and my child. when I arrived to the airport there was nobody in the check in line and I walked right up to the check in area to drop off my luggage where the manager ******** refused to receive my luggage even though I was well withing the time frame state in the JetBlue's Policy. (Per Jetblue's Internation check-in cutoff times checked bags must be at the kiosk/bag drop/ticket counter 60 minutes prior to departure - Please refer to screenshot I took @955AM after standing in the counter for a while arguing with the manager on why he wouldn't take my luggage) The manager went ahead and rebooked my flight without my consent for the next day with no accommodation whatsoever when I specifically explained that I had booked this ticket for the 2nd since I need to show up to work the 3rd in the morning. I was left stranded is ******************** with a 4year old when where I was staying was in the state of **** 2hrs away from ***************************************** is a third world country with a high criminal rate and anything could of happened to us while stranded in a city we don't know. I would like my full refund I provided all the proof I have, and the company (bank) refused to fight for me as a customer since I am entitled to my money since my wishes and the service I paid for was not provided to the standard advertised. The taxi driver that took me and my son to the airport is currently in this country and is more than willing to be my witness if need be - Request footage from JetBlue if needed since everything stated here is the truth. I have more screenshots I was unable to upload and the file JetBlue sent to the bank where they lied to the bank.

  

  Business Response

  Date: 12/05/2024

  To Whom It May Concern,
  
  We reviewed ******** ********** complaint concerning a transaction dispute. We thoroughly investigated this matter, and on February 22, 2024, ******** ******** was sent a notice of resolution. The dispute was resolved unfavorably, as ******** ******** authorized the transaction and utilized the services of the merchant.DCU has followed all proper channels while investigating this dispute, and no further recourse can be taken by DCU. 
  
  We consider this matter to be resolved.
  
  Sincerely,
  
  DCU Member Resolutions 
  

  Customer Answer

  Date: 12/16/2024

  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.]
  
  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:11/25/2024

  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.

  I am writing to formally express my dissatisfaction with the handling of my *** insurance claim by Digital Federal Credit Union (DCU) and its partner, ******************************* vehicle was involved in an accident where the at-fault party was insured by U-Haul, whose insurer, *******, issued a pro-rata payout. This allocation resulted in funds being distributed to various parties, leaving a remaining loan balance on my vehicle.Despite holding a *** insurance policy through ***, which I understood would cover such deficiencies, my claim was denied. The reason provided was that the pro-rata distribution by ******* led to a remaining balance that *** insurance would not cover. This outcome contradicts my understanding of *** insurance, which is intended to bridge the gap between the vehicle's actual cash value and the outstanding loan balance in the event of a total loss.I spoke with several representatives from ***, including **** *********, ****** *****, and Assistant Manager *******, to better understand the denial and to request a written explanation for the decision. Unfortunately, I have not received any written reasoning or follow-up communication despite my repeated attempts to resolve this issue.I have made multiple efforts to appeal this decision, providing all necessary documentation and explanations. However, both *** and **************** have remained unresponsive and uncooperative, leaving me with a significant financial burden that I believed would be mitigated by the *** coverage I purchased.I am seeking a thorough review of my claim and a fair settlement that aligns with the terms of the *** insurance policy. Additionally, I urge *** and **************** to improve their communication and customer service to prevent similar issues for other policyholders.

  

  Business Response

  Date: 11/26/2024

  To Whom It May Concern,
  
  We reviewed the complaint submitted by ****** ********** concerning his Guaranteed Asset Protection (GAP) Insurance claim.  
  
  This matter was thoroughly investigated in September. Mr. ********** was notified that his GAP claim was denied and why. 

  We reinvestigated his claim and concluded that our denial stands. We found no new evidence that would overturn our decision.  

  We consider this matter closed. 
  
  Sincerely,
  
  *** Member Resolutions