Complaints

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

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  Keesler Federal Credit Union

  13083 Seaway Rd Ste B Gulfport, MS 39503-4607

  
• 

  Keesler Federal Credit Union

  107 Galaxy Street Bldg 7503 Keesler Air Force Base Biloxi, MS 39534

  
• 

  Keesler Federal Credit Union

  3501 Dolphin Dr Gautier, MS 39553-5176

  
• 

  Keesler Federal Credit Union

  2420 Bienville Blvd Ocean Springs, MS 39564-3112

  
• 

  Keesler Federal Credit Union

  481 Highway 90 E Waveland, MS 39576-2507

  

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:03/26/2025

  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 have a **** credit card through ******* Federal Credit Union in Biloxi,MS. Fraudulent transactions were made on 10/29/24 using my card information. I called ******* and was informed that someone used my information to make the transactions in *****. I live in ********** so obviously it was not me. ******* reimbursed me for the total cost ( ***** and *****) and sent me a new card. I noticed that ******* took the money out of my account again on 11/11/2024. I have been calling ******* ever since to have this issue resolved with no success. This is very frustrating and exhausting. I have called them several times for them to transfer my call to **** but they insist that ******* is the party responsible for resolving this issue. I have called several times. I called again last week and was informed I will be reimbursed but nothing has been done. I need help. What is the purpose of having a credit card if fraudulent transactions are not resolved? I am very disappointed in Keesler. I started saving with them when I lived in *********** because its a community bank. Obviously they are not behaving like a community bank.

  

  Business Response

  Date: 04/04/2025

  We hate hearing you received unexpected charges on your card and we take these complaints seriously. Our fraud team researched this particular transaction and found that this is an online subscription service based out of *****, and often, what we see with these companies is that they will have promotional period, and then when that expires, there's an automatic charge at a much higher price that is often not advertised in a way that makes it easy to understand. We do see this happen from time to time, and when it does, a third party helps us manage transactions like these. When someone reports fraud, we temporarily refund the amount while we investigate further. Upon review, if the merchant provides documentation that ******* the fraud claim, the money is then taken back out. In this instance, the accused merchant did provide proper documentation, which resulted in the funds being taken back out of the account. We have reported your complaint to our team, who is reviewing to see what caused the miscommunication to you about what was going on and who to speak with. One of our team members will be contacting you further to explain more in-depth what happened and find a resolution.

• Initial Complaint

  Date:03/06/2025

  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.

  2/3/25 I authorized $1.99 to be taken off my debit card from helixvm.helixvm performed what was said to be a pharmacy fill without a video call for people that had Covid or the flu, considered to be a form of telemedicine. They took copies of my health insurance information and stated they used my insurance. No claim was made to my insurance. When I looked at the patient portal they even had my insurance listed as ********* when I in-fact have ******. The number to call does not accept patient calls, only allowed to leave a voicemail. They only allow emails, but do not respond.I never authorized the payment of $52.75 to be taken out, or was told that the cost was going to be that much.The prescription never made it to the pharmacy as well, paid for services that were never followed through.

  

  Business Response

  Date: 03/21/2025

  We hate hearing that these unauthorized charges have processed to your account. In order for us to be able to assist, a formal dispute needs to be filed. To begin this process, you'll need to go to your nearest branch or call us at **************.

• Initial Complaint

  Date:11/08/2024

  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.

  My account was overdrawn for a couple of hours and I made an external transfer and I was going to the bank as well to make a deposit. There were pending transactions that were set to post days later. I was told by a branch manager that they forced closed these transactions resulting in this business charging me over 100 in overdraft fees. I am a 100% disabled veteran and I feel like they took advantage of the opportunity to s**** me over due to me being disabled. There website also stated that vehicle loan interest rates were lower with a qualifying credit score that I had but somehow they wouldnt honor the interest that was provided on their website. I would like them to refund me the overdraft charges they placed on my account. They also screwed up my credit for a couple of years due to incorrect reporting.

  

  Business Response

  Date: 11/20/2024

  When it comes to pending transactions, we do not force any transactions unless it's requested by the merchant. They can potentially push through at any time once the transaction is authorizes. Please understand that we value the fair treatment of our members and do not purposefully try to maximize overdraft fees.
  
  For the loan rate, the promotional rate is a starting point based on credit score, so your approved rate may vary based on your credit score. At any time, members can work with our free financial counselor to get help improving their credit score.

• Initial Complaint

  Date:11/05/2024

  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 been with Keesler for some time, and I have always appreciated the good value and service I have received from them. Recently, I checked my credit report and noticed a mistake. I was devastated to see a late payment show up on all 3 of my accounts with them. Surely this must be a mistake. As you can see from my elite streak of payment history, I have a perfect record of paying on time. I would like to remain an active consumer of Keesler and will be happy to do so as soon as we get this matter cleared up. I paid large lumpsum payments and even paid some loans off, and that's when the system mistakenly gave me late payments. I went to the branch two times, and the person who was assisting me told me she couldn't correct it because the dispute department handled that type of error. She told me it clearly was a mistake, and the only way I can correct it is if I initiate a dispute on my own, so that's what I'm doing. I would hate to get my litigation attorney involved for this situation that can be easily fixed. All 3 accounts is already violating my rights as they have the same account number which act as duplicate accounts.

  

  Business Response

  Date: 11/20/2024

  We appreciate your membership with us and are dedicated to providing the best service possible. When reviewing this account, there is a record of multiple on time payments, but the August payment was not received until September 6, 33 days after the due date. We are obligated by the credit bureaus to report late payments. It's important to keep in mind that payments can take a few days to fully process and we are not able to push them through.

• Initial Complaint

  Date:11/01/2024

  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 purchased a truck that was financed though ******* credit union. My family and I had a very hard year for with multiple deaths in the family and some unexpected emergencies. I did fall behind on our vehicle payment and I was always in touch with ******* credit union letting them know what was happening and that I would catch up the loan.******* was up to date on what was going on with our life situation and kept saying they understood however they would NOT help by any means. When we were ready to catch up our truck payment I called ******* and they said they sold it to a collection agency. That was 3 months ago. (July 2024) I contactd the collection agency to try to make arrangements to keep the truck and the collection agency has no report of them receiving any info of my truck. So without any warning ******* wrote off our truck to a collection agency. We have been trying for 3 months the collection agency says they do not have any info on our truck at all! ******* keeps saying they wrote it off to that collection agency. The vehicle is registered at the address where we live so is the insurance and so is my driver's license. We have received absolutely nothing in the mail or a phone call from ******* or the collection agency. I call daily to find out who we need to pay to keep our truck and eventually pay it off. I don't have the information to make a payment on my truck at all! By federal law if any financial institution sells or goes under they are required to give us the new information within 15 days of them writing off the loan or selling the debt. Once again they know my address and phone number They also gave me a vehicle loan with my last name spelled wrong. I didn't notice that until later. I feel like this is a losing battle because I want to keep the truck and want to make payments on it but have no idea who actually owns the title/loan to my truck. I keep it registered and full coverage insurance on it.

  Customer Answer

  Date: 11/05/2024

  After filing a complaint with the credit union association we finally got a call back from ******* telling us they didn't actually sell our loan to a collection agency. That they still had it and we had to pay the loan in full. We are seeking an attorney. They have refused payments for months . Now they demand it in full.  We didn't even know where to make the payments. 

  

  Business Response

  Date: 11/20/2024

  We apologize for any confusion with collection payments, but in looking through this account, it looks like this issue has been resolved with our collections department. 

• Initial Complaint

  Date:10/11/2024

  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 currently have an auto loan with this company. They are falsely reporting to the credit bureau that we were more than 30 days past due for May, June, and July of 2024. I have never been more than 30 days past due on this account but they refuse to fix their error

  

  Business Response

  Date: 10/22/2024

  After reviewing this account, we have verified that the credit reporting is correct. Payments were made 30, 31, 32, and 30 days late and late payments are reported starting at day 30, as required.

• Initial Complaint

  Date:09/20/2024

  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.

  09/19/24I applied for a auto loan with Keesler , with whom I already have 1 auto loan on the phone They were unable to retrieve my credit report. We called the *************** the attempt was flagged as fraud that was cleared. Called back still could not access my report. The **** asked about verifying all my info, which i did. I reminded her that on my previous loan, it was the same way, but we worked through it. She verified that there were notes for an address discrepancy listed. That night 09/19/24, i went onto ******* and checked all addresses listed, i do own properties and also rent properties in multiple states. I noticed that the address the bureau listed was one digit off from being accurate to the one on my application. knowing that would takes days to get fixed, I did another application with the address of the home I own in another state. The following morning i checked Equifax, 09/20/24, and it showed a hard inquiry from keesler, it had not done this previously. I called keesler and was told I needed to come in to a branch physically to complete my application. Mind you, I am 13 hours away currently. i asked if i could go have a document notarized that they verified I am the person on my identity. The keesler representative said no! I asked if I could go into a share branch that they share depositing and withdrawal capabilities with and she said NO! So they want me to miss a time from work and travel there so they can look at my i.d. and verify it is me. So, it is not about verifying my address, it's about verifying my identity and there are many ways to legally do that without it costing me a ridiculous amount of time and money. I asked for the policy that states this is how they handle these cases and she said it was an internal policy and i could not get it in writing. I asked if she would send me inn writing her directions for me to come into the branch to perform the directed activities, she declined this as well. this is not FAIR LENDING

  

  Business Response

  Date: 09/27/2024

  We appreciate you highlighting this issue for us. We apologize for any inconvenience our recommendation to visit a local branch may have caused. This suggestion was made based on the address provided in your loan application. We'd like to assure you that our request for ID verification does not breach the Fair Lending Act. Our aim is always to offer top-notch service to our members, which involves taking measures against fraud and protecting against identity theft. Should you need further assistance, please don't hesitate to reach out.

• Initial Complaint

  Date:09/19/2024

  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.

  15 *** 1611 and Section 617:I am filing this complaint against Keesler Federal C U for reporting inaccurate or derogatory information on my credit report, which is a violation of my rights under the Fair Credit Reporting Act (FCRA). According to 15 *** 1611, it is unlawful to knowingly and willfully furnish false information regarding a consumer's credit report. The derogatory account on my ********************** report is inaccurate and does not reflect my current credit situation. Moreover, under Section 617 of the ****, consumers have the right to dispute inaccurate information and expect timely removal or correction of this information by the reporting agency. Despite my previous attempts to dispute this account directly with the creditor and the credit bureaus, the derogatory information remains on my report, causing significant damage to my creditworthiness.

  

  Business Response

  Date: 09/27/2024

  We do respect the Fair Credit Reporting Act and our team reached out on 8/20/24 to discuss the payment issues that brought about this complaint. No response has been received, but we have verified that the credit-related documentation is indeed valid.

• Initial Complaint

  Date:08/22/2024

  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 went to open a checking account with AMEX and was not approved. I got the chexsystems report that said the account was charged off well I did not go and put my name on the account but they have my social and date of birth. I asked for the signature on file and was told that I have to go to a local branch. Well I do not live in ***********. The collections department representative then hung up on me.

  

  Business Response

  Date: 08/23/2024

  With the information provided, we are unable to locate the account to provide further information. One of our ********************* team leads will be reaching out to you directly to gather more information so that we can further assist. If we are able to verify certain information, we can send over a copy of the contract.

• Initial Complaint

  Date:06/19/2024

  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.

  This is a request for the immediate deletion and blocking of an account that is not mine. This unauthorized account is a violation of consumer laws and is causing me significant concern. I expect this issue to be resolved within 5 business days.

  

  Business Response

  Date: 07/08/2024

  Our team has thoroughly researched this account and cannot find anything that leads us to believe this is fraudulent. The signature on the paperwork matches the ID provided by the member in question. We ask that you come by and speak with our team in person so that we can better understand the situation.