Complaints

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

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  Electro Savings Credit Union

  1805 Craigshire Rd Saint Louis, MO 63146-4005

  
• 

  Electro Savings Credit Union

  12400 Tesson Ferry Rd Sappington, MO 63128-2702

• 

  Electro Savings Credit Union

  16500 Manchester Rd Grover, MO 63040-1217

• 

  Electro Savings Credit Union

  407 Lafayette Ctr Manchester, MO 63011-3943

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: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.

  The business is horrible about answering their phones. A wormhole to leave a message.That's dangerous when people depend on their money and lifeline.

  

  Business Response

  Date: 03/28/2025

  The credit union confirms receipt of Better Business Bureau complaint # *********** a member-owned not-for-profit cooperative, we thoroughly investigate and respond to all consumer complaints.
  
  Upon completion of our internal investigation, we determined that this is a reoccurring complaint from Mr. ***** and have, on numerous occasions, requested patience when contacting the credit union, as hold times may occasionally be longer than usual. There are a variety of ways to reach us, such as text,email, voice message, our online banking platform, or visiting a local branch.A representative of the credit union returns messages as quickly as *********** this case, Mr. ***** original reason for reaching out has been resolved.
  
  Additionally,**** asked Mr. ***** to refrain from using inappropriate and abusive language with our employees, which he has done on multiple occasions.

  Customer Answer

  Date: 03/28/2025

  Complaint: 23099437
  
  I have reviewed the business' response and am rejecting it because:
  
  There is no excuse for not answering phones. You are handling the lifeline for many people.
  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 04/03/2025

  We reiterate our initial response to the complaint filed under ID #********.

  As previously stated, we consistently uphold our policies and remain committed to member satisfaction. The facts remain unchanged: during periods of high call volume, some members leave messages, and we respond as promptly as possible. In this instance, we returned Mr. ***** call within hours and resolved the reason for his call. Additionally, we note that ******** has, on several occasions, used inappropriate language when speaking with our staff.

  We appreciate the role of the Better Business Bureau in facilitating open communication. However, we respectfully maintain that our initial response fully addresses this matter.

• Initial Complaint

  Date:12/09/2024

  Type:Service or Repair Issues
  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.

  My car was repo'd & it shouldn't have been. In 2023 I lost my job. The bank knew & sometimes pmts were late and/or returned. While I'm thankful they were working with me, the process of catching up was HORRENDOUS! From Jan-Sep of this year there was only 1 month (March) where I missed a pmt. Every other month, I paid my monthly pmt and/or paid extra. The last pmt made in Sept (there were 2) was returned & I didn't notice or pay attention, my fault. I had a statement sent to me (bc since the car was repo'd I had no access to my account) and it proves everything I just said. I spoke with someone on the phone about the repo and she mentioned the only thing I could do was pay ***** to get the car back in addition to paying off a loan (that was taken care of during my bankruptcy). I should've known then that this was going to be a huge headache. Clearly their system is flawed. I had been trying to update my email for 2 years and every time I spoke with someone they would verify contact info and it would STILL be wrong. I spoke with someone almost every month about this loan and being a # of days behind. But like I said, I had been making pmts. NO ONE, literally, not one agent mentioned to me that if I miss a pmt, my car would be repo'd. Last person I spoke with said to make a pmt of a certain *** (I did) and I would be down to only 30 days behind. Next month, car is repo'd. I got the runaround for MONTHS. MO law states that you have to send a notice after each missed payment before repo. I have received NOTHING, still. Probably bc there weren't any missed pmts. I exchanged emails with an agent & asked what address they have, no response. But clearly they have the right address because the car is gone. Just last week I received a notification that a late pmt was added to my credit report. HOW? You have the car! I want my money back. Late pmt needs to be removed. Repo shouldn't go on report. I will contact a lawyer if needed. Trying to give a chance to fix issues.

  

  Business Response

  Date: 12/10/2024

  Dear ******,

  Thank you for reaching out to express your concerns regarding the repossession of your vehicle. We appreciate the opportunity to address the matter and provide clarity regarding the actions taken on your account.

  Our records indicate that your account was 106 days past due at the time of *************** part of our efforts to assist you, we attempted multiple times to contact you using the phone number on the account's file. These attempts included both phone calls and text messages, as reflected in our communication logs. Additionally, we mailed the required two notice-to-cure letters in accordance with state regulations to the address listed on your account. Copies of these notices and phone records are on file.

  We understand there is a discrepancy between the number of days past due and the amount owed,as you calculated, versus the information reflected in our records. Upon review of your account and correspondence records, this discrepancy is due to several payments on your account being returned, as explained to you by our representative in a correspondence noted on file. These returned payments contributed to the past-due status of the loan and the total amount owed. To assist in clarifying this matter, our representative sent your entire payment history, including the returned payment details, to you in October.

  While we understand the difficulties associated with repossession, the account's payment history and delinquency status were accurately reported to credit bureaus in compliance with applicable laws and regulations. Because of this, we cannot remove the late payment history from your credit report, as it reflects the actual status of the account.

  Regarding your request for a refund, we are unable to accommodate this request. The payments were applied toward the balance of your loan, and you are not eligible for a refund. There remains a deficiency balance for which you are responsible.

  We are committed to working with you to resolve the outstanding balance. Please contact our Member Advocacy team at ************ extension to discuss repayment options that may help bring this matter to a resolution.

  
  

  Customer Answer

  Date: 12/13/2024

  Complaint: 22659971
  
  I have reviewed the business' response and am rejecting it because:
  I have NOT received any letters. I have NOT received any phone calls. You guys continue to say returned payments but there hasnt been a returned payment since last year, other than the one from September. I got 1 text message from you guys. ONE. And how are you able to report something late when the car was repod? I also got a notification that my balance went down. How? I keep asking what address you have and no one wants to answer that question. I have talked to you guys NUMEROUS times throughout the year. Not one person has EVER said that if I miss a payment my car will be repossessed. Or even that I was being considered for repossession. Do you have the phone call with me asking why theres a discrepancy from what my account said online to what you guys say when I talk to you on the phone? I bet you do and dont want to mention that. I have been questioning my past due balance for MONTHS. But no one wants to take responsibility for that. If Im paying more than the original payment, the past due shouldve moved more than 3 days. This is ridiculous and the WORST experience Ive ever had with a bank. Lose a job, then try to get caught up and still end up getting the short end of the stick. You need a better system. Do Better. 
  
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 12/20/2024

  ******, 

  Thank you for your continued feedback and for providing additional details regarding your concerns. We understand the frustration you are feeling and are committed to addressing your questions and working toward a resolution.

  We want to clarify that, for privacy and security reasons,we cannot discuss or attach specific details of your account or personal information on a public forum such as the BBB website. However, we take your concerns seriously and would like to provide you with a direct point of contact to help address the matters youve raised.

  We invite you to contact our Assistant Vice President of **************** **** *******, directly at **********************. **** is out of the office the week of December 23 and available the week of December 30, except for the holiday on January 1. **** will work with you to thoroughly review your account, discuss the payment history,and address any discrepancies or concerns you have, including questions about the past due balance, communication records, and repossession process.

  We are committed to ensuring transparency and finding solutions that help clarify and resolve your concerns.

  Customer Answer

  Date: 12/25/2024

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
  

  I am only accepting to see what this person says. I just really hope that I am not going to get the runaround for the 900th time. 
   
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:08/27/2024

  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 would like to file a complaint against Electro H3330**3031**31363532H of **************** concerning problems with their **** debit card. I will be getting my 4th card within 12 months. They just issue new cards every time they see to be very flippant how they handle these things. I have to call all the people that I use monthly charges on my card. They don&#**;t seem to care. I have to repeat this procedure everytime they don&#**;t say how they are going to. I semi depend on it and use the card to buy gas, get money from ATM at credit H333234**333230373237H. I have been with them 40 years.

  

  Business Response

  Date: 08/29/2024

  Dear **********************,

  Thank you for contacting us and bringing your concerns to our attention. We sincerely apologize for the frustration and inconvenience you've experienced with the issuance of multiple debit card account numbers.

  Since May of this year, our ************ has contacted you on three separate occasions when weve detected potentially fraudulent activity on your debit card account number. During each contact, you confirmed with our agents that you did not perform or authorize the activity in question.

  Please understand that when fraudulent activity is detected and confirmed on an account, our primary goal is to protect your financial security. To ensure your safety and prevent further unauthorized access to your account, we must issue a new account number each time. This process is in place to minimize the risk of further fraud on your account.

  We recognize that receiving a new account number each time can be disruptive, and we understand your frustration. We are committed to assisting you in reviewing where you are using your debit card, which continues to cause your account number to be compromised.

  If you have any additional questions or need further assistance, please dont hesitate to reach out to our ************* Team at ************, option 3.Thank you for being a member of Electro Savings for over 40 years. We value your business and are here to help however we can. We appreciate your understanding and patience as we continue to protect your financial security.

  Sincerely,
  *********************

• Initial Complaint

  Date:07/03/2024

  Type:Billing Issues
  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.

  Im not liable for this debt with ELECTRO SAVINGS CREDIT UNION. I do not have a contract with the collection agency. They did not provide me with the original contract as I requested.

  

  Business Response

  Date: 07/03/2024

  ******,

  We have reviewed your concerns and the requests you expressed in your BBB filing. We will gladly send you a copy of your contract and other documents regarding this request to the address or email on file with your account. Please contact our Member Advocacy team at ************ or *********************** to confirm your mailing address and email address, and we will send these documents to you.
  
  Regarding your credit report, we direct you to dispute information on your credit report directly with the credit reporting agencies.The process of filing a dispute on your credit report can be found on the ************************ website at ************************************************************************************** or the AnnualCreditReport.com website at **************************************************************************** Member Advocacy team will review your account to validate the dispute and current reporting on your credit report.

  Sincerely,

  Electro Savings Credit Union

  Customer Answer

  Date: 07/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/15/2023

  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 paid for a CPA exam fee on 5/19/23 using my electro debit card to the the ******** *********** ** ***** ***** ** ************ And have been getting the run around with receiving my transcripts despite receiving emails confirming that they’ve been received. The delay was sited to be due the typhoon is Guam. My issue with electro is the rep advised me that they couldn’t assist me with a dispute of my funds due to being outside of 60 days i think explained that I spent 7/1 through 7/24 in the icu following a brain bleed that caused a stroke and asked if this issue could be escalated to a manager. The manager told me I had ample time to submit a dispute despite me telling her my situation. Very inconsiderate we have multiple business with them. She even told me that the prev rep issued was supposed to give me info on a visa dispute which they did not provide making this process even more difficult for me to follow. I can’t walk or use my left side and my memory is severely affected i sleep most of the day making it hard to keep up with all this misinformation

  

  Business Response

  Date: 08/18/2023

  Dear *** *******

  We apologize for your unpleasant experience. We received your completed dispute paperwork that our phone agent provided you. After speaking with you to gather further information on your claim, ***** ******, our Card Services Manager, submitted a dispute to Visa on your behalf on Wednesday, 08/16. We confirmed that the merchant credited your funds to your account on 08/17. Contact Julie directly if you need further assistance. 

  We acknowledge the missteps in our communications with you and will work with our employees to correct these communication lapses in the future. Thank you for your patience and for bringing this to our attention.

  Please accept our support as you progress through your recovery.

• Initial Complaint

  Date:07/03/2023

  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.

  The credit union won't answer phone personally. They've created a labyrinth. I can't access my account. All extensions go to voicemail. This is an ongoing problem.

  

  Business Response

  Date: 07/06/2023

  Dear Mr. *****,

  We apologize that your recent experience did not meet your expectation. Our team does its very best to answer members’ calls as they come in, giving each member the time they need to complete the reason for their call. Because there are times with heavier call volume, we acknowledge that we cannot have a live person answer every call. Sometimes, a member is given the option to leave a voice message or send us a text or email, to which we return communications as quickly as possible. As we know the member’s call is important, we strive to return communications within hours. However, based on volume, sometimes it is within one business day or less.

  On Monday, July 2, you left a message directly with *******, our Lead Member Care Representative, requesting to speak to her supervisor. *****, our Branch Manager, returned your call within one hour and provided you with the information you requested.

  Electro is proud of the service our employees provide our members, as this is evident in our higher-than-industry average member service rating. Our employees treat all members with respect, and we, in turn, expect members to treat our employees likewise. Respectfully, we request that you refrain from using inappropriate language with our employees. We do not expect our employees to accept abusive behavior toward them from members. Our employees have the authority to end a member interaction if they feel they are being verbally abused or are made to feel uncomfortable.

  We value your membership and hope to continue interacting with you in a timely and respectful manner.

  Customer Answer

  Date: 07/06/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  They know why
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:03/18/2023

  Type:Billing Issues
  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.

  Hello. My name is ***************************. I have *******ed Electro Savings MULTIPLE TIMES. I have given my social security number to numerous staff members and no one can seem to find me in the system. I was the cosigner on an auto loan. I was the ONLY one paying off the loan while I COULD. I had a very rough medical patch in my life and didnt work for almost two years. I was very respectful and communicated with the credit union as I should have been doing. They were looking for the actual signer of the vehicle and couldnt locate the individual. I told them I wasnt in the right place financially to pay off the car at the point in my life. I checked my credit and sure enough it was a charge off - just like any collection I should have the right to negotiate with the collector to reduce the price and settle this situation. I have been unsuccessful with reaching anyone. No one can seem to pull me up in the system. It is like I never existed. If you cant pull me up in the system then why put a charge off on my credit? I would like to pay up to $2000 to settle and have this removed off my credit. I would like to be *******ed as soon as possible about this matter. I have never been late paying anything and I sure enough did not deserve a charge off without further discussions. Please have the branch president ******* me in regards to this matter. Thank you.

  

  Business Response

  Date: 03/20/2023

  Dear ********,
  
  We responded to several emails you sent us directly with the information. To protect your privacy,please follow the instructions provided in these emails. We cannot respond with details regarding your request on a public forum such as BBB.
  

  Customer Answer

  Date: 03/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/30/2022

  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 reached to my credit union asked for help def faring my loans for 3 of my cars. They did help me out i was struggling due to Covid also my daughter has been in & out the hospital. I was told during the process my accounts would not report late to my credit as I explained this was very important to me. The nice lady helping me when on vacation & the paperwork wasn't completed until she returned. However did call & leave messages & didn't receive a callback. However all 3 cars went 30days late on my credit & made our position even worse. I emailed the rep I was speaking with & was told the paperwork wasn't completed in time. I wasn't told a dead line or he accounts would go on my credit if the paperwork wasn't completed by a certain date. I was told it wouldn't report during the process. However I am requesting the late payments removed. I am also showing even after the deferment a issue. I'm paid one of the car notes $230 fr December but the amount is still showing late for 10/14/22 when this one should actually be current , I also need that correct as I sent a message about this also and was told they would be getting the department veto correct it. Still showing the same information payment was received 11/15/22 should only be due for December, this will be reporting late again soon.

  

  Business Response

  Date: 12/06/2022

  Dear Ms. *******

  
  We sincerely apologize for the error on our part. *********, our Assistant Vice President of Lending, has spoken with you and explained how we will work with you to correct the negative marks on your credit for these three specific loans. Please continue to stay in contact with ********* when she contacts you.

  Sincerely,

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

• Initial Complaint

  Date:07/09/2022

  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 been making payments monthly to electro credit union. I got a loan to repair my roof in 2019, I also got a visa credit card, there was another loan around $500, I paid that off almost a year or two ago. Every time I make payment(s), it doesn’t seem to show on my account. That I’ve made a payment. This is not the first time. Sometimes it shows, and sometimes it doesn’t show at all. The money is taken out of my account, but yet my balance on my Electro savings accounts remain the same. I keep making payments nothing is changing, it is too frustrating. Some times when they are please, they show that payment is made or payment was made, and sometimes, nothing. I was afraid to say anything as I used to work for them, they discriminated against me, I complained, they fired me. So for this reason, I’m afraid to say anything to them concerning my accounts. This is very serious. If this is not resolved, I’m going to court.

  

  Business Response

  Date: 07/12/2022

  Hello ******,

  We have reviewed your accounts in detail. Your monthly payments to your Closed-End Note and your Credit Card are being applied to your accounts’ principal, less interest charges. Your Closed-End Note’s running balances, and the payment amounts applied to principal and interest can be seen on your account statement. Your Credit Card’s running account balance, the payment amounts applied to principal and interest, and your current credit purchases can be seen on your credit card statement.

  Your most recent and past account and credit card statements are available under the MyEdocs tab within Electro’s online banking, which can be accessed from a desktop at ******************. Please let us know if you need assistance logging in; we will be happy to help.

  As the details of your loans, payment information, and account statements are confidential, we cannot submit your statements or discuss your loan details within this BBB response. However, if you would like us to send you paper copies of your most current account and credit card statements detailing this information, we are happy to mail your statements to the address on file for your accounts. Please let us know if you would like us to send these to you. You may call or text us at ###-###-#### or email us at *****************

  We are available via phone during business hours to review your accounts in detail with you. We are here to assist you with clarification on your loans, how payments are applied to principal and interest, and how to monitor your accounts’ balances. Please call us at ###-###-####, and ask for ********.

  Sincerely,
  **** ****** ** ** *****