Complaints

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

close

Find a Location

Proponent Federal Credit Union has 5 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

• 

  Proponent Federal Credit Union

  100 Metro Blvd Nutley, NJ 07110-6100

• 

  Proponent Federal Credit Union

  3504 Forestdale Dr Burlington, NC 27215-4693

• 

  Proponent Federal Credit Union

  433 Kingsland St Nutley, NJ 07110-1013

• 

  Proponent Federal Credit Union

  173 Bloomfield Ave Nutley, NJ 07110-2605

• 

  Proponent Federal Credit Union

  100 Metro Blvd Nutley, NJ 07110-6100

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:04/27/2024

  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 have a checking Account and Home Equity loan with Proponent Federal Credit Union, Nutley ***********I have a Hone Equity loan payment due tomorrow, April 28th 2024. I wanted to check my checking account balance so I could deposit funds to cover my upcoming payment. I was told via the automated system that my account was locked and there was no-one available to assist me until Monday morning (April 29th). They are only open Monday to Fridays. I need to know why my account is locked and not have to wait until Monday morning. Why, is there is no one (at all) to assist me with my problem today Saturday April 27th 2024. Can you assistance me?

  Business Response

  Date: 04/29/2024

  ************************ was unable to log in to his Digital Banking account to conduct transfers as his password had expired.  An attempt to manually resent the password failed, which locked his account for security purposes.  

  Proponent's business hours are Monday - Friday from 9am-5pm. We offer many services to ensure 24/7 access including our website, which contains many options to answer frequently asked questions, including an AI chat.  However, for Compliance and Safety reasons, all security related issues require a live representative to assist.  

  A representative contacted ************************ Monday morning and was able to unlock/reset his digital banking account, conduct transfers and help with loan payments.

  We hope this addresses all of **************************** concerns.

• Initial Complaint

  Date:04/16/2024

  Type:Product 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.

  EMAIL I SENT TO CUSTOMER SERVICE ON 4/15/24 *************************** 4/15/2024 - 4:22 PM Why 3 paid item fee charges when i had positive balances before fees were charged?1. 4/14 Quick check gas purchase $25.00 left balance positive $302.00 then I was charged $20.00 paid item fee brought my balance down to $282.40.2. 4/15 **************** purchase of $40.70 brought balance down to positive $241.70 4/15 paid item fee $20.00 brought my balance down to 221.70.3. 4/15 Geico car insurance payment $276.34 left negative balance $-54.64 paid item fee of $20.00 brought my current balance to $-74.64. Why?I transferred funds from my savings account to cover Geico car insurance payment and there wouldn't have been insufficient funds if not for the other 2 paid item fee charges when I had positive balances.Please refund these paid item fees.Thank you and regards,~******************************** Today is Tuesday April 16, 2024 - The customer service number is **************. I have been calling it all morning since 9AM and it has made the noise when a phone number is no longer in service with a message stating all circuits are busy and please try your call again later. There are no representatives answering their personal business lines. I believe there is fraud occurring within the bank and customers' money is being stolen from them by this institution. I have banked with them for 20+ years and nothing like this has ever happened. In the past we have been notified that there will be a system disruption and the time-period of inaccessibility.

  Business Response

  Date: 04/17/2024

  In response to a complaint received by the Better Business Bureau against Proponent Federal Credit Union.
  Your correspondence was received by the ********************** who works independently of the credit unions management. Reviewing and resolving member complaints that cannot be rectified through normal channels is a priority of the ********************** We have conducted a full investigation into the issue(s) you have raised.  Our findings are as follows:

  1. We are unaware of any telephone outages or other issues affecting our 800 number on 4/15/24.  Our contact center and staff received calls and our volume was typical for a Monday. 

  2.  Ms. ********** spoke to a customer service rep on 4/16. ******* explained how the Member Privilege (overdraft) program works, why fees were charged and offered to rebate two fees.  It was also explained that any further rebates would need to be handled by a manager.  Ms. ********** opted to wait for a manager and was promised a call back within 24 hours.  

  3. On 4/17 (well within the 24 hours), a manager spoke to Ms. *********** once again went over the overdraft service and rebated all three fees. She was also offered the opportunity to opt out of the overdraft service, in which she declined.

  We hope this investigation has addressed all of your concerns, as we have a strong desire to address our members needs and provide them with the best solution available to resolve their issue as soon as possible. If you have any questions, please do not hesitate to contact us at ************.

  Customer Answer

  Date: 04/19/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:01/19/2023

  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.

  Ive been banking with proponent federal credit Union since 2013-2014. I have a car loan with them which my car had been repossessed about 3-4 times . This very last time my car has been wrongfully repossessed. The bank states that they go through a third party for their repossession. Ive been making payment on my vehicle since I redeemed my vehicle back in September. I had to show proof of insurance which Ive done so . My last payment to them was December 9,2022 for my vehicle and payment for my ***** The third party collections are very rude and nasty they hung up one me and the guy told me pay them ****** to get my car back. They said my car is 63 days past due with payments Ive been making faithfully. Something isnt right with this banking company and collection agency they are working with as a third party. They just repossess cars for extra money. My insurance company called to verify the fax they sent over of my car insurance proof which he had received a automated email stating it was successfully sent, they act as if the fax wasnt received and I couldnt email the proof. Until I went into the branch I was given the email address to send over the proof. After that was presented I had to speak to the third party for everything else and I was told I had to pay ****** to get my car back. Im a working single mom , full time student and Im out of a car because of an error made by this bank that has been scheming people over repos and third parties

  Business Response

  Date: 01/24/2023

  VP of Consumer Lending spoke with ****** on 1/20/22 and went over payment history, CPI charge and refund and CU policy regarding past due auto loans.  ************** agreed to allow ****** to redeem auto.  ****** needs to pay $1,865.82 to redeem the auto. She will get back to us on how she would like to proceed.

• Initial Complaint

  Date:12/21/2022

  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.

  On Dec. 21, 2022 I contacted Proponent as to why I could no longer access my accounts online or through their app. I was informed that on Dec. 16, 2022 my checking and savings account had been closed. No one notified me of the account closing. The only reason the account was closed was because of another app trying to withdraw funds from my zero balance checking account. Instead of Proponent rejecting the withdrawal all together, they charged me a fee each time this application tried to attempt a withdrawal. This could be a scammer and they never even tried to stop it. The representative did nothing to try and correct the situation. All I have is $105 in fees and no checking or savings account. The representative mentioned other accounts I have with Proponent which should not affect these two accounts but obviously they do. I would like the $105 refunded. Proponent is not a bank that cares anything about people. I would classify them as a predatory lender. To be a credit union they score very poor for people and the world.

  Business Response

  Date: 12/22/2022

  **************** currently has five (5) loans, a savings account and a checking account all in the process of being charged off/foreclosed/repossessed due to poor credit performance and failure to pay.  The Letters of Intent and Adverse Action Notices have been mailed to her address on file as required by law.  **************** has also been receiving monthly statements and had access to digital banking to review her account at any time.   

  **************** signed her Proponent account membership application on 5/20/2011. By doing so, she also acknowledged receiving/reading the Membership and Account Agreement , along with the Schedule of Fees.  All loan agreements and disclosures were delivered and accepted by **************** at the time of each of her loans.  The Agreements, disclosures and schedules clearly outline the member's responsibilities in keeping the accounts current, overdrafts and repayment of loans.   

  Customer Answer

  Date: 12/22/2022

  
  Complaint: 18624690
  
  I am rejecting this response because:

  
  I have been in constant contact with this bank and all of the negative remarks regarding my accounts have been discussed. I am in the process of correcting my delinquencies. Ive already brought one account current. It is a process in this COVID time. You would think a credit Union which needs members to even exist would want to see that someone is continuing to want to be a member. I have made all of the effort to make my accounts current. They have never offered a deferment of payments or a refinancing to help me get back on track. The contract states an account has to be in the negative for 30 or more days in order to be closed. This account had a possibly fraudulent charge come through and I was charged a fee  three times. Is this type of charge legal?  Four days later the checking and savings account were closed. ***** moved from savings to pay towards a loan and not one notification has been sent to me. I found out after calling about the account. How can this establishment be stopped?  I deserve a refund and payment for pain and suffering. They repossessed my car, sent it to a tow yard, then sent it to an auction all before the 21 days that I legally have to retrieve the vehicle. Thank God I knew where my help comes from. I got my car back with only a few items missing. The business practices at this bank are outrageous. Predatory lending is illegal. Discriminatory practices are illegal. There should be a review. 
  
  
  Regards,
  
  ***************************

  Business Response

  Date: 01/05/2023

  The closed savings account has been reopened and the three NSF fees have been rebated ($95 total).

   

  **************** has never requested a deferment or applied for a debt consolidation.  A representative offered a deferment on 8/5/22, however, **************** declined stating "that doesn't put money in my pocket".  

• Initial Complaint

  Date:12/02/2022

  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 opened an account in 2019 to take advantage of lower car loan rates. A minimum of $50 was required in a savings account. I ended up finding a better rate elsewhere but still decided to keep the account open under the impression that my money in the savings account would be safe and I could take advantage of a different loan later on. I signed in less than three years later to find that the account had been depleted and I had a negative account balance of -$20. I find out that I was charged a $10/month inactivity fee... on a SAVINGS account. I was never notified of this when I opened the account. I quickly closed the account and the negative balance was waived, but representative said that the amount in my savings could not be returned. All of this was done without a single notifcation to me. They claimed to have sent a statement to an old address, but could not care to notify me via email. This is a very unfair and shady bussiness practice for a large banking establishment to be taking advantage of individuals hard earned money , especially when they have the means to reach out directly to the individual (phone, email, etc. ). What if I had more money in the account? It would have kept depleting until they sucked me dry.

  Business Response

  Date: 12/12/2022

  ******* electronically signed her Proponent account membership application at 10:37am on 7/24/19.  At this time she also acknowledged receiving/reading the Membership and Account Agreement, along with the Schedule of Fees.

  The Membership Agreement clearly outlines the member's responsibilities, including: keeping contact information up to date, reviewing statements in a timely manner, and letting us know of inconsistencies or errors with the statements as soon as possible.  The Agreement also explains the handling of  "Inactive Accounts" as follows: If your account falls below the minimum applicable balance, and you have not made a withdrawal from, deposit to, or transfer involving your account for more than the period specified in the Rate and Fee Schedule and Proponent has been unable to contact you by regular mail during that period, Proponent may classify your account as a dormant account. Unless prohibited by applicable law, Proponent may charge a service fee for continuing to process your dormant account as set forth on the Rate and Fee Schedule. Charges are not reimbursed for inactive accounts that are later reclassified as active. Proponent will notify you, as required by law, at your last known address prior to imposing any fee.

  The Schedule of Fees sets forth "Inactivity" as $10 per month after 12 inactive months.

  The member also had access to Digital Banking, therefore she could log in to view her account balance and statements at any time.