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Business Profile

Credit Union

Clark County Credit Union

This business is NOT BBB Accredited.

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Complaints

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

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Clark County Credit Union has 7 locations, listed below.

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint type

    • Initial Complaint

      Date:12/02/2024

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Certainly! Heres a more concise version:Subject: Urgent Assistance Required: Fraudulent Transactions Dear [CEOs Name],I am writing to express my concern regarding the handling of a fraud case on my account with ************************************************** November 2, 2024, I discovered two unauthorized Cash App withdrawals totaling $810 to ******* and immediately reported the fraud. Despite disputing these charges and submitting required documentation on November 5, my account remains negative, with no provisional credit applied.On November 15, I was informed provisional credit would not be issued until the investigation concludes, due to some transactions being over 60 days old. I reported the fraud as soon as I discovered it and believe this delay is unwarranted. As of today, December 1, my account is still inaccessible, and I am concerned about potential closure and being added to ChexSystemsboth of which would be unjust given this was not my fault. The institution can look at past transactions on my account and see my account has never been overdrawn for such a large amount ever, no more than $20 and I always corrected the overdrawn amount immediately, so this is something that is not common with my account.I kindly request your urgent assistance to:1.Expedite the fraud investigation and apply provisional credit.2.Ensure my account remains open and is not reported to ChexSystems.I hope this matter can be resolved promptly to restore my trust in CCCU. Thank you for your attention.

      Customer Answer

      Date: 12/03/2024

      Release personal/client information 

      Business Response

      Date: 12/09/2024

      *******, We thank you for sharing your feedback and your membership is important to us. Under Regulation E (Electronic Fund Transfer Act), a financial institution is not required to provide provisional credit for unauthorized transactions if the transactions are reported more than 60 days after the institution sent the statement reflecting the first unauthorized charge.

      In this case, the first unauthorized transaction reported occurred on 01/23/24, and the corresponding statement was mailed in February 2024. As the transactions were reported outside the 60-day window, provisional credit was not applied. However, these transactions remain under investigation as of today, 12/09/24. A final determination will be made once we receive the necessary documentation/response from the merchant.

      Collections will suspend collection activity pending the outcome/decision of the dispute however, our negative balance notices are automated so you will still receive notification regarding the checking account. 

    • Initial Complaint

      Date:04/30/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Clark County Credit Union advertises that they are a consumer advocate which SHOULD mean that they are looking out for consumers. They do NOT do that in any way. The take overpayments on HELOCs and apply them to their own interests - literally interest! - first. The are supposed to be a nonprofit. BUT this kind of application clearly proves they are NOT.

      Business Response

      Date: 05/07/2024

      ********************* has previously spoken to our Loan Operations Manager about this issue. Upon investigating the matter and speaking directly with the member, it appears there might be a misunderstanding regarding how HELOC payments are processed in general. It is our policy to apply payments first to interest and the remainder to the principal loan balance - this is the standard practice in our industry as well.


      The manager shared CCCUs standard procedure with **** and clarified that while principle payments are indeed an option, they must be specified explicitly, either over the phone or in person at one of our branches. Unfortunately, this option isn't available through online banking or automatic payments set up at other financial institutions.


      Regardless of whether the payment is a regular installment or an additional one, the amount of interest collected remains consistent.


      While we understand the member's dissatisfaction, I want to assure you that we are adhering to industry standards and our outlined procedures.


      In the future, we can take a principle only payment only once the minimum payment has been met for that month.  Also, if the member pays more than the minimum payment for the month (including interest and principle) any extra goes to the principle.  Please let us know if additional background information is needed. 

      Customer Answer

      Date: 05/08/2024

       
      Complaint: 21645050

      I am rejecting this response because:  All of my past payments need to be reallocated as well.  It's fine for future payments to be allocated CORRECLY as overpayments for ANY loan thru a company proclaiming that they have won awards for Consumer Advocacy should be allocated to principal first.

      Sincerely,

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

      Business Response

      Date: 05/09/2024


      It appears that the member consistently makes payments exceeding the minimum requirement and has not fallen behind on payments. In analyzing transaction history, the meber has made Principal Only or "Excess" payments, which are applied directly to the principle balance. These excess payments are typically made as separate transactions on the same day as the regular payment. 

      We cannot see any past payments needing to be reallocated.

      A bit of extra information on how payments are processed: 

      It's important to note that excess payments do not directly reduce the daily accrued interest. Instead, any interest accrued is first collected from the regular payment transaction. To illustrate, suppose interest accrued is $12 a day, the member made their regular payment of $500 on April 15th, with $200 allocated to principal and $300 to interest, then made an additional $200 payment on April 30th,approximately $180 of accrued interest would be collected, with $20 applied to principal. Importantly, the $180 in interest collected would not compound into the following month's interest, thus allowing more of the next month's regular payment to be allocated to principle. 

      I hope this explanation clarifies the payment process . Should they require further assistance or have additional questions, please contact us. 

    • Initial Complaint

      Date:03/18/2024

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I called to get a password reset for my mobile login. I called on a Saturday and customer service told me that they could not do it. It would take 24 to 48 hours and I needed to call on Monday. This is not customer service. When you travel and use your debit card they will block it at never notify you and the customer service person made me go through the security verification knowing full well that she could not help me, why waste my time verifying me when you knew that you couldn't help me. The mobile app is a joke and there should be people during the weekends to help people with password reset and the mobile app needs to be fixed so that people can reset the password on their own time. This credit union has been a disappointment. Why do people work for such an awful company that doesn't seem to provide good or even decent customer service.

      Business Response

      Date: 04/06/2024

      I completely understand your frustration - we currently are not open on the weekends, and though we do have an afterhours/weekend call center they do not have the ability to unlock or reset members from their online banking due to security purposes. For any transactional calls such as online banking requests, we require agents to fully verify our members. If you would like to speak with us, we are happy to reach out and discuss this further but for now, we are not adding Saturday hours for our full-time staff. 

    Clark County Credit Union is NOT a BBB Accredited Business.

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