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Business Profile

Credit Union

Five County Credit Union

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Credit Union.

Complaints

This profile includes complaints for Five County Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Five County Credit Union has 15 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.

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    • Five County Credit Union

      30 Landing Road Windham, ME 04062

    • Five County Credit Union

      PO Box 598 Bath, ME 04530-0598

    • Five County Credit Union

      710 Main Street Rockland, ME 04841

    • Five County Credit Union

      171 Bath Road Brunswick, ME 04011

    • Five County Credit Union

      500 Gallery Boulevard Scarborough, ME 04074

    Customer Complaints Summary

    • 3 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/22/2023

      Type:Billing Issues
      Status:
      Answered
      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 five County account was compromised, I closed the account. When the new account was established, the Diamond Rewards perk that is offered to members was not set up properly on account. For the past 5 months I have been unable to gain access to this program on the app. I have reached out several times to 5 County only to hear that they are waiting for the third party company that handles the diamond rewards program to get back to them. Well, I have waited fir months with no resolution, I expect five County to take control and fix this situation. It is a perk they offer to thereembers which I am one and cannot access.

      Business Response

      Date: 06/23/2023

      ****** opened a new account and moved his existing debit card over from the old account to the new one. He first notified Five County that he was having trouble accessing his diamond rewards on 3/6/23.

      ****** contacted us again on 5/23/23 to report he was still having issues. Our ****************** contacted one of our vendors who did some research and they referred us to another related vendor regarding the matter. We created a ticket with that vendor and they performed some testing and ultimately referred us back to the original vendor. The first vendor then asked us to reach out a third associated vendor to confirm which member number was being sent in the file. We have attempted to contact that vendor for updates but have not received one since 6/15/23. Our representative escalated the issue today, 6/23/23.

      There was also some confusion as to what account ****** has been trying to access. We can see hes still trying to access the closed account daily, but hes logging in with a PIN, and we couldnt confirm which user name he was using when trying to redeem points. We do think the member is logging in to the correct account but we are not certain.

      On 6/9/23, after I spoke to ****** personally, we manually deducted ***** points from ******* rewards balance and deposited his $25.00 in cash back he had earned. That was the amount of rewards available to be disbursed at that time. After speaking to ****** and empathizing with his frustration with how long it is taking for a resolution, I provided him with the name, email and extension of one of our ************** managers so he could reach out to them directly with any questions or requests for updates on this matter. 

      On 6/15/23, ****** was offered a new debit card with new numbers, which we believe *** solve the issue, but the member declined the offer of a new card.  

      Five County is still actively trying to resolve this matter. ****** is continuing to accrue points on his purchases even if he cannot see the accrual in the app. If ****** would like to come into a Five County location we would be happy to review his app with him and/or look at ordering a new card, and we are happy to keep asking our vendors for updates on the status of the case until this is resolved. 

      Customer Answer

      Date: 06/26/2023

      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. 

      Closing  my account is not an option.  Not to mention  that  I  cannot go 7 to 10 business  days with any money while I wait for a bew debit card. Five County  screwed up my Diamond  rewards  account when my first account  was  compromised. Now it's their responsibility to make it right.


      Business Response

      Date: 06/26/2023

      As indicated in the prior response, Five County is presently working with our vendors to resolve this issue. ****** is continuing to earn the Diamond rewards and they were redeemed on 6/9/23 for the amount of rewards available at the time. We would appreciate ********************************* while we work with our vendors to resolve the issue with the app. ****** is encouraged to make an appointment to meet with a local branch manager to take a look at his app to see if there are any other suggestions that the credit union can develop to help with this matter. 

    • Initial Complaint

      Date:11/22/2022

      Type:Billing Issues
      Status:
      Answered
      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 5 County Credit Union member. on November 21, 2022, I was at their branch inside the ***************************. I used the *** with my ***** issued EBT card. I had been told previously that there was no fee for members to use EBT cards with 5 County ***s, and that even when fees are charged, the first two transactions are at no charge. Despite this, I was charged a fee by the ***, and despite requesting a receipt, I was not issued a receipt by the ***. I would like to be refunded this incorrectly charged fee of 3 dollars, have my receipt sent to me, and for 5 County to update the ***s to not charge EBT users fees when they're not supposed to.

      Business Response

      Date: 12/08/2022

      Five County Credit Union's ATM's charge a surcharge for non-Five County cards and this fee is disclosed prior to the transaction processing so that the cardholder has the opportunity to choose not to proceed with the transaction. We have performed a review of our records and ************ is not currently a Five County Credit Union member. 

    • Initial Complaint

      Date:10/31/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 hacked and I filed a police report with *****.gov. five county continues to say its my problem, and is now sending threats of legal action. I've called twice and have been told I'm sol. do I need to pursue legal action myself? or will five county finally work with me as they failed to protect my account from being hacked.

    Five County Credit Union is NOT a BBB Accredited Business.

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