Complaints

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

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  Neighbors Credit Union

  6300 S Lindbergh Blvd Saint Louis, MO 63123-7804

  
• 

  Neighbors Credit Union

  1720 Market St Saint Louis, MO 63166-4001

• 

  Neighbors Credit Union

  8935 Jennings Station Rd Saint Louis, MO 63136

• 

  Neighbors Credit Union

  4745 Mexico Rd Cottleville, MO 63376-2461

• 

  Neighbors Credit Union

  14422 Manchester Rd Manchester, MO 63011-4045

  

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:04/07/2025

  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 am getting the run ***** regarding my account status with ******************************************* card. My account is currently in default. Neighbors has PSCU handling the default account. When I called to do a hardship i was told different things. I can not get any accurate answers. I was advised my hardship arrangement was cease due to default payment, they couddnt locate my account. no one can provide me answers. My credit score is gettign hit 90 days late which I was told i would be current once I made the first payment on 2/28/25. PLEASE HELP ME.

  

  Business Response

  Date: 04/14/2025

  Summary of Events and Responses
  Timeline of Events with PSCU/Velera:
  February 19, 2025: ****** ****** contacted **** after being laid off to request payment options. A hardship payment plan of $150/month (starting Feb. 28) was arranged. She verbally authorized the payments.
  February 22, 2025: A revised schedule was offered and accepted: payments set for Feb. 28, Mar. 31, and Apr. 30. Verbal authorization was given again for the same checking account ending in 8139.
  March 11, 2025: The Feb. 28 payment failed with an unable to locate account error. As a result, all future payments were automatically canceled by the system. It's believed the agent may have used stored account data (potentially inaccurate) instead of obtaining full routing/account info directly from Mrs. ************ supervisor spoke with Mrs. ******* offering to reinstate payments. However, her main concern was the credit reporting issue, and she was advised to file disputes directly with the credit bureaus.
  Current account status:
  Balance: $8,316.75
  Amount due: $649.00
  Past due: $150.00
  Delinquency: 42 days
  Last valid payment: $200 on Jan 3, 2025
  
  Response and Action by Neighbors:
  It was identified that the correct account number is xxxx, not xxxx, which likely caused the payment failure.
  New auto-payment plan set up:
  $150 monthly from April 25 September 25, 2025
  First payment will bring the loan current
  Auto-pay ends after final payment in September
  Resolution steps:
  Delinquencies for Feb, Mar, and Apr 2025 will be corrected on her credit report after the April 25 payment is successfully made.
  A review with PSCUs vendor is being initiated regarding documentation errors, delays, and late fees.
  Open offer to assist further if needed.
  Email communication sent to the member on 4/10/25 recapping the new arrangements 

• Initial Complaint

  Date:01/15/2025

  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.

  I financed my 2014 Dodge Durango 2/2022 for $24,000 as of now 1/2025 the balance owed is $19,000 I have had full coverage insurance on the vehicle since I purchased the vehicle a provided Neighbors with the initial proof of insurance in the form of a declaration page and wasn't informed that if and when i decide to switch insurance companies i had to report it. This discrepancy has caused a financial hardship and burden to my family as it affects my credit rating with the three major credit bureaus TransUnion Equifax and Experian. I have tried to resolve this with neighbors by calling in and following the instructions given by the representative such as emailing and/or faxing the declarations page. I made a former complaint but wasn't given any contact information to rectify this discrepancy. I would like a thorough review of account and correct the amount owed. I have provided the policy declarations requested and expect an update immediately as this has been hurting my credit for 2 years. I was only able to upload one policy declaration and would like to contacted directly by neighbors or provided with contact information to send declarations pages as your source of verification isnt reliable.

  

  Business Response

  Date: 02/04/2025

  Hello,

  I have been in direct contact with ******** regarding this concern.Ive explained that the partial documentation we have received so far is not sufficient to remove **** as it does not show proof of full coverage insurance for the missing policy dates outlined in the original response (1/24/23-12/14/23). ******** provided one page from a Progressive policy that appears to be liability-only coverage (1/24/23-6/24/23) and a Geico policy for full coverage outside of the missing policy period we need.
  
  ******** also requested and I provided the documentation signed at the dealership outlining the agreement to provide full coverage insurance on the collateral for the entire life of the loan. Im working closely with ******** and assured her that as soon as we receive the documentation of full coverage insurance for the missing policy period 1/24/23-12/14/23,the added premium issue will be addressed in a timely manner.

  Supporting documentation can be provided to show Neighbors CU is in agreement with the loan contract signed by ******** at the time of closing this loan. 
  
  Thank you,
  ****** *********
  Director of Consumer Lending

  Customer Answer

  Date: 02/04/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
  I have provided the correct documentation and Neighbors have promised to make adjustments. 
  I still havent received the copy of the contract outlining the requirements of reporting every time you switch insurance companies for 5-7 years. 
   
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:12/12/2024

  Type:Sales and Advertising 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 financed my 2014 Dodge Durango 2/2022 for $24,000 as of now 12/24 the balance owed is $24,000. I have had full coverage insurance on the vehicle since I purchased the vehicle a provided Neighbors with the initial proof of insurance in the form of a declaration page from ************** policy number AOV-*************. I switched insurance company 1/23 to Progressive policy number ********* then Geico policy number *********** 6/23-5-24 now with Allstate policy number ********* from 5/24-present. I have had Neighbors listed as a lien holder on each policy. Upon me reading my sales contract with neighbors it doesnt state anywhere that I am required to send in a declaration every time I obtain or renew insurance. This discrepancy has caused a financial hardship and burden to my family as it affects my credit rating with the three major credit bureaus TransUnion Equifax and Experian. I have tried to resolve this with neighbors by calling in and following the instructions given by the representative such as emailing declarations to we have *************************** neighborscu as well as faxing **** and ******* ***********. I would like a thorough review of account and correct the amount owed. I have provided policy account numbers so that you may further verify my insurance status since I had already sent in documents.

  

  Business Response

  Date: 12/24/2024

  ******** ******,
  
  Thank you for bringing this matter to our attention. Upon thorough review of your loan history, it appears that we did not receive the required documentation to confirm continuous insurance coverage throughout the full term of the loan.
  
  I understand the frustration this may have caused, therefore using the policy numbers provided, I reached out directly to multiple insurance companies to obtain the necessary documentation.
  
  As a result of the documentation I was able to secure, we have refunded a portion of the force-placed insurance premiums. However, there are still some outstanding coverage periods for which we need confirmation to process additional refunds:
  ********************** Their representative, *****, informed me that they can only provide the required documentation via physical mail and could not email or fax for immediate review. Once we receive the mailed documentation, you may be entitled to further refunds.
  **************** While we have received partial confirmation of coverage, we are still missing details for specific dates you reported and have not been able to get through to a Geico representative for assistance.
  
  To expedite the resolution and ensure any remaining refunds are processed, we kindly ask for documentation covering the following period:
  January 24, 2023 December 14, 2023 from both Progressive and Geico.
  
  Additionally, I would like to address your concern regarding the requirement to provide insurance documentation when policies switch or renew. Please refer to the Supplemental Provisions document signed at the dealership during the loan closing. This document outlines the requirement to maintain continuous insurance coverage throughout the life of the loan and to provide proof of coverage when changes occur.
  
  Please feel free to forward any additional documents to me directly and we will promptly review them.
  
  I appreciate your patience and cooperation as we work to resolve this issue.Should you have any questions or need further assistance, please do not hesitate to contact me directly.
  
  Thank you,
  ****** *********
  Director of Consumer Lending

• Initial Complaint

  Date:10/08/2024

  Type:Sales and Advertising 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.

  Neighbors credit union keeps charging me $30 courtesy pay fees when I never asked them for the courtesy and have requested several times that they turn the feature off. Ive called and Ive sent an email making this request. Most recently I was charged a $30 courtesy fee for a $2.99 transaction.

  

  Business Response

  Date: 10/11/2024

  Neighbors Credit Union has investigated Mr. Pulliam’s complaint regarding Courtesy Pay and our records indicate that Mr. Pulliam opted in to our Courtesy Pay service via our online banking platform requesting this service be added to his account on July 29th, 2024. Per this request the Courtesy Pay service was added to his account on the same day as his request. On August 8th and August 21st our notes indicate that Mr. Pullium did request Courtesy Pay fees be refunded, and we agreed to return these fees with a full education of the service that had been requested and the fees that can be assessed for this service. Our notes do not indicate a request to remove this service.
  On October 11th we reached out to Mr. Pullium via phone and email to request a Courtesy Pay opt out document be signed and returned to Neighbors to remove this service. In this communication, we have agreed to return the fees he was assessed on October 7th and removal of the Courtesy Pay service once we receive the required Courtesy Pay opt out document back, options were also provided to complete and return this document. We have also explained the functioning of his debit card if Courtesy Pay is removed from his account along with the possibility of NSF fees when funds are not available for ACH transactions.
  Follow-up communication will be ongoing as we attempt to reach Mr. Pullium to meet his request submitted in his complaint.
  
  Thank you,
  Jaime Derecskey
  Service Delivery Coordinator
  314-892-5400 ext. 20003 

• Initial Complaint

  Date:09/25/2024

  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 company is ridiculous they have been down for over 3 days no one can access their accounts. I have tried numerous times to contact them but they keep saying their phone systems are down. My deposit was sent to these people on the 23rd of September and it's still not in my account like some one need to tell people what's going on I have too many bills to not have access to my money and no one can tell me nothing at all this is bs someone please reach out to me to resolve this issue

  

  Business Response

  Date: 10/17/2024

  Dear Valued Member:
  For several, the last week of September was a frustrating time to be a Neighbors member. The service interruption that began Friday evening, September 20th, continued into the early part of the week. And while our o?ine processing limits and rules are designed within industry best practices, they are not the convenient business as usual you expect from Neighbors. I apologize for any frustration or inconvenience you may have experienced.
  While we are in the initial stages of investigating the root cause and the impact of the service interruption, we can share the Credit Union experienced unauthorized activity that a?ected a limited number of our systems. Once alerted of this activity by our monitoring operations, we intently took our systems o?ine. And, working with our third-party cybersecurity experts, began the methodical process of ensuring each aspect of our infrastructure from phones to workstations to servers and more was free from threats before bringing services back online. We did notify law enforcement and credit union regulators, and the Credit Union is following all established protocols.
  Though our investigation is ongoing, rest assured we have contained the threat and have implemented additional security safeguards. The Credit Union along with our cybersecurity vendors continue to closely monitor our systems for any unusual activity. If our investigation determines that the incident involved unauthorized access to any member data, we will promptly notify those members in accordance with applicable law.
  Please know, data security is of the utmost importance and our team is committed to protecting the data you entrust to us. We take this responsibility and trust seriously. On behalf of the entire Neighbors team, I thank you for being a Neighbors Credit Union member.
  Sincerely, ***** *****
  Chief Executive O?cer
  
  

• Initial Complaint

  Date:09/17/2024

  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.

  I received an email on 9/10/24 from ************************** thanking me for opening an account. They are out of my state and I did not open any account. When I called, they only wanted my social security number. They said I would need to provide personal info, I refused and offered the email they messaged and they hung up on me. I am trying to report a fraudulent account being opened and possibly fraud by the financial institution.

  

  Business Response

  Date: 09/25/2024

  Dear Mr. *************** you for reaching out to Neighbors Credit Union immediately upon notification of fraudulent activity in your name. Combating fraud is a top priority within our organization to help protect our members and non-members from all fraudulent activity. We want to convey our most sincere apology for the service you received during your first attempt to resolve this concern. We understand that any situation involving fraud can be very distressing, and we always want to provide expert guidance and education to help our members navigate these challenges effectively.
  Please be assured that we have carefully investigated the fraudulent account and your attempt to resolve this incident. Our investigation has found that we have several areas of opportunity for improvement, and we will work diligently to make these improvements. We have also closed any account that was created using your fraudulent information, and we will continue to monitor our new accounts for your information. We deeply regret the lack of empathy and personal touch during your interaction while you navigated this stressful event. Your honest and transparent feedback is an invaluable tool to help us work to enhance our service experience for all members.
  If you have further concerns, please feel free to reach out to us directly at ***********************
  
  Thank you,
  ***** ******
  Remote Services Manager 

• Initial Complaint

  Date:06/03/2024

  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.

  On their website it says I can use Vantage CU ATMs as part of the co-op network with no fees. They have been charging me fees that have led to overdraft fees and overdraft protection fees. They are aware of the problem and refuse to refund the money they have fraudulently taken out of my account. Ive counted at least 17 occasions they have charged me ATM fees fraudulently which has led to 4 overdraft protection fees and 4 overdraft fees.

  

  Business Response

  Date: 06/12/2024

  We have responded to ************ with the following information: 

  ************,
  We sincerely apologize for the service provided at our institution. We acknowledge the disconnect in information that was provided to you regarding Vantage CU being part of the shared branch program and you being charged fees for using this service.
  We are working diligently to remove this from our website to eliminate confusion and member frustration. Additionally, I have refunded your account the full amount requested.
  We also want to apologize for the lack of empathy and personal touch. Thank you for your honest and transparent feedback. We wish to maintain your relationship and we are open to further dialogue.
  We are committed to being your neighbor for life.

  Customer Answer

  Date: 06/17/2024

  The day they added the money they also charged me 2 $30 overdraft fees. I would like both of those return and Ill b satisfied with the outcome.

• Initial Complaint

  Date:01/10/2024

  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 withdrew $800 from my checking account at a Regions bank on 12/28/23. I later noticed that there was another $800 taken from my account. I called Regions and was told I would need to take to my bank. I called neighbors and they told me it was resolved and the $800 was put back into my account. On January 1, another $800 was withdrew from my account. I feel like I&#**;m getting the run around. and for them to take my hard earned money like that.

  

  Business Response

  Date: 04/16/2024

  To whom it may concern, 

  *********************** completed an *** claim form on January 02, 2024, for a transaction completed at a Regions *** machine stating that she did not receive her money during her *** withdrawal.  A Neighbors rep informed our member that we would investigate the claim and that it would take 10 business days to complete.  During the 10-business day investigation ************** continuously called our fraud team using foul language in every call, making the accusation that we stole her money.  Our fraud team made a decision to give ************** provisional credit pending the investigation.  During the investigation, the Regions *** was balanced by our *** vendor and Neighbors received compelling evidence that this Regions *** was not out of balance the $800.00 that ************** submitted the claim for, and **** advised we pull the provisional credit back from the member.  Neighbors did deny the *** claim and removed the $800.00 provisional credit that was given, based on our evidence from the investigation. ************** again began calling our fraud team with accusations of stealing her money and visited a branch with the same accusations.  On January 24th, the Neighbors fraud team made a decision to provide ************** with the $800.00 she completed the *** claim form for, although all evidence showed this *** was not out of balance and the claim was correctly denied. ************** was made aware of the credit on January 24th, 2024. Neighbors Credit Union did take an $800.00 loss on the member claim.  

• Initial Complaint

  Date:10/26/2023

  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.

  In July of 2023 my insurance (auto) was switched to a new provider. Upon switching the insurance provider, Neighbors credit union was informed of the change as they are the lien holder on my loan. There are a number of autos on this policy and the lien holder is the same. In September of 2023 forced placed insurance was added to my auto loan with the credit union in the amount of $ 3420.00. I have provided proof of insurance on several occasions. I have also had the insurance provider personally email the required documents to the credit union to clear up any confusion about my coverage. Several employees of the credit union have been contacted and each time the message they convey is that the added insurance will be fully refunded. There has not been a refund to date. The head of Lending was contacted in hopes to help resolve the problem and there has been no response. In addition, not only has my refund not been granted I am also paying interest on this added amount of $3420.00 in which they have stated will not be refunded. They have taken no action to resolve the problem. It is not fair that I have to pay interest on an add on that should have never been added in the first place. It also should not take an organization an entire month to fix the problem. The lack of accountability is ridiculous. The fact that this issue has not been resolved in over a month clearly shows that they do not want my business in the future.

  

  Business Response

  Date: 12/14/2023

  Dear Better Business Bureau, 

  Regarding the above-mentioned complaint ID number, Neighbors Credit Union became aware of the automobile insurance issue around September of this year. 

  The original automobile declaration page had incorrect lienholder information, one of our representatives reached out to ******* Insurance to have corrections made to the lienholder portion of the insurance policy. 

  The lienholder correction was made and a full refund in the amount of $3,420.00 has been issued by **** ******** and Associates. The amount was posted to the loan on 10/26/2023.

  Regarding any interest that may have accrued, we will research to determine if any adjustments are needed. 

  Thank you, 

  ***** ****

  Neighbors Credit Union

   

   

   

• Initial Complaint

  Date:07/11/2023

  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.

  They are saying that after paying on this loan because of these charges. The loan should have been paid off in 03/2022. I have been paying $365.00 a month since January of 2017. I have carried full coverage the entire time of having the vehicle. They claim that they were not listed as the lien holder with the insurance company. The bank is stating I owe approximately $10,500.00 after paying on this car for six years. I am willing to pay any late charges, but is that $10,500.00 worth? The bulk of the balance is I think their high price insurance they placed on to my loan which includes late charges. I have proof from all of the insurances that I have had on the vehicle that they were listed as the lien holder. I have sent them stuff from the insurance company. I would like a refund for the charges that are not legit on the loan.

  

  Business Response

  Date: 07/24/2023

  Complaint received and under review. We will provide an update with the findings.