Complaints

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

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Empower Federal Credit Union has 21 locations, listed below.

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  Empower Federal Credit Union

  1 Member Way Syracuse, NY 13202

• 

  Empower Federal Credit Union

  15 East Genesee St. Baldwinsville, NY 13027

• 

  Empower Federal Credit Union

  5791 Route 31 & 11 Cicero, NY 13039

• 

  Empower Federal Credit Union

  520 South 2nd St. Fulton, NY 13069

• 

  Empower Federal Credit Union

  100 George St. Oswego, NY 13126

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:03/14/2025

  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.

  During a phone call, I was asked if I wanted to sign up for Voice Verification. I said no. Two weeks later, I called the bank again and I was voice verified. I told the customer service agent this, and she said sorry and took me off of VV. I sent a message with this complaint and was told the person had hit the wrong button to sign me up. I am very aware of identity theft and believe Empower put me at risk. If I had not happened to call, I never would have known.

  Business Response

  Date: 03/20/2025

  The credit union mailed the member a response directly on March 20, 2025. 

• Initial Complaint

  Date:01/21/2025

  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.

  Again, total injustice. I deposited 2 checks via phone on 1/19/25. They never showed in my Ckg acct. Today they pulled 5 withdrawals but deposited 0 leaving me with under $2.00! One ck was for $36 & other, $691.30. I called & again, ignored, hollered at & hang ups. They did finally deposit after my first call, but withheld over $200 & won’t say why. This is a ck I get every 2 weeks from workers comp. Cant call fcu-must call the call center. However, they tell me they can’t talk to me and hang up and refused to tell me why they pulled my money or if they’re going to put it back! I question the legality on this. They told me to go in to the branch, although they know I can’t due to my disability and the ice storms-discrimination. i’m not going to get myself killed or hurt so that they don’t have to work. They are trying to make me bounce payments. My car payment is going to come through as well as my car insurance payment and the money will not be there because of Empower. They need to contact me, without abusive language and threats & without refusing to assist and get this straightened out. They are breaking laws. Even the branch says the call center is terrible. They have told me that I should not even use the ATM because they don’t manage it and it never takes deposits properly. Now I can’t use the call center and I can’t go in. They should not be in business.

  Business Response

  Date: 01/28/2025

  The credit union mailed the member a response directly on January 28, 2025. 

• Initial Complaint

  Date:12/03/2024

  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.

  For the past few years(every few months) I've been getting hit with courtesy pay fee's for various things. I've always(up until today) made a timely payment to cover the fee and went about my day telling myself I need to make sure I have the money in my account. I've gone in multiple times, asking them to turn off courtesy pay ever since i started getting them, and was told they would do so. I just went in today (December 3rd, 2024) to clarify that it was turned off and inform them I'm still getting overdrafted. The woman I met with told me that I have never even signed up/opted in for courtesy pay, and that my card shouldn't be going negative. So if I never signed up for the service of courtesy pay, how is it that I'm getting charged courtesy pay fee's and why have those charged been pushed though?

  Business Response

  Date: 12/10/2024

  The credit union mailed the member a response directly on December 10, 2024.

  Customer Answer

  Date: 12/19/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Its been almost 5 days and I have yet to receive the letter you have sent me. I have to respond to this within 5 days or its seen as solved(by BBB) and I really dont feel like this issue is solved.  Regards, ********* *****

  Business Response

  Date: 12/20/2024

  A duplicate copy of the response letter mailed to the member on December 16, 2024, was re-mailed today, December 20, 2024.

• Initial Complaint

  Date:11/07/2024

  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 had a checking account with Empower Federal Credit Union that went into collections for an overdraft. However I do still have an active savings account that I deposit funds into. I like Empower and wanted to continue to do business with them so I called them to figure out how I can resolve my debt and then open up another checking account. They told me the account is now with *** and that I'd have to pay them to resolve this debt. They said the amount that I owe is $618.19. I asked them to send a cashiers check to *** for that amount and they did. I called Empower back at a later date to confirm everything was paid and satisfied. Empower says to me that "*** only gives us back half the money you paid and that you'll still owe us the other half if I want to continue to do business with them." I explained I paid the full balance that you (Empower) said that I owed. I'm not paying anything extra because you (Empower) only will get half back from ***. I explained how that is unfair to me. I then at a even later date (Nov 7th) went into the Empower branch above to withdraw my money ($500.34) out and close my account. Empower refused to do so without payment of additional funds. Now my debt is paid and my account is locked and I can't withdraw and close this account.

  Business Response

  Date: 11/18/2024

  The credit union mailed the member a response directly on November 18, 2024.

• Initial Complaint

  Date:04/18/2024

  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.

  On April 12, 2024, I tried sending a $250 ***** payment via the Empower FCU mobile app. The transaction failed without explanation, and subsequent attempts resulted in the same issue. ***** deducted the payment twice for these unsuccessful transactions. I reached out to Empower on April 15, and a representative assured me that the ***** problem had been fixed, with the money refunded to my account. However, I couldn't see this reflected on my end. The representative acknowledged that Empower was aware of the issue and working on a resolution, promising that the balance would be updated within two business days. Despite contacting Empower daily, including today, April 18, I've received no concrete resolution, only assurances that the matter is still under investigation with no ETA provided. Empower failed to inform members about this issue, potentially leaving others in the dark as well. It's unfair for Empower to risk members' accounts going into the negative due to their problem. They owe me $500, yet their response has been indifferent. Despite being a long-time customer, I've never encountered such negligence. Moreover, their customer service representatives lack empathy and provide vague responses. This lack of urgency and accountability is unacceptable. Empower must address this issue promptly and compensate affected members. I shouldn't have to rely on other resources because Empower withdrew $500 from my account and isn't prioritizing a resolution. Once this matter is resolved, I intend to take my business elsewhere, and I encourage others to do the same.

  Business Response

  Date: 04/29/2024

  This is a duplicate complaint from the member, which was received on April 19, 2024, from the NCUA. The member will receive a direct response upon investigation of that complaint. 

• Initial Complaint

  Date:04/02/2024

  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.

  Called the "member services" number on 4/2/24 at 9:38AM, to discuss my rewards program through my credit card. The automated system said my credit card number was invalid, thus I had to call back again and use a different department to talk to someone, as they no longer have a "representative" option. The representative I spoke to, verified my card number was correct then informed me that there was nothing that she could do besides transfer me to card member services, turns out that was a cold transfer to the automated system that states my card number is invalid. Got back to another rep, who said the same thing, then when I asked for a supervisor I was placed on hold for twenty minutes. When she got back on the phone she told me there was no one to speak to, so she then warm transferred me to card member services. That person I spoke stated they cannot help with the automated system and had no idea why it would say invalid. I asked for another supervisor, and got Christopher, who just kept repeating over me, that I must have entered the wrong card number, and beyond that there is no issue. I did NOT enter a wrong card number, I can see what numbers I am entering. This entire experience is unacceptable, the credit card is a product, and I am a customer, Empower is not fulfilling their duties as they will not recognize the issue, nor correct it. This needs to be corrected on Empowers end, and not at the expense of my time.

  Business Response

  Date: 04/09/2024

  The credit union mailed a response letter directly to the member on April 9, 2024.

• Initial Complaint

  Date:11/29/2023

  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.

  The date of me being scammed/ tricked was on 10/22/2023. people pretending to be ****** ****** told me they were going to walk me through the process to receive the money for my tickets i was trying to sell. the bank says because it was initiated with my phone, they are refusing to dispute the transaction of $150 going to ***** cash to buy an ***** store gift card which I didn't want to do or had no reason to do so. I tried going in the mobile banking app to stop, cancel or pause the transaction when I had a funny feeling about it and there was no way for me to stop it and the bank is refusing to help dispute it to get my money back. also, ***** is refusing to help me because the funds on the gift card was already used even though it was not redeemed on my phone and never had access to the funds which they can see where and when it was redeemed and see that it was not me, not my phone, and not in my area so if I can, I would like to complain about ***** as well. i just want my money back that I never had a chance to use. Both companies are refusing to help me and now I have no funds and have to literally starve for the next week due to this issue.

  Business Response

  Date: 12/06/2023

  The credit union mailed the member a response letter on  December  6, 2023.

• Initial Complaint

  Date:11/11/2023

  Type:Customer Service 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 have been a member with Empower for 16 plus years. I have reached out to empower regarding a fraudulent transfer with Cash App in the amount of 1500 dollars, my entire paycheck. I am paid Bi weekly, and had no money to return home with. I had to have friends lend me money. My “Bank” deemed it not fraudulent, even though I have a police report filed. When asking how they made this assumption, they claimed because they were in physical control of my phone at the time. Which I explained they did NOT have my consent to sending them my hard earned money, I was lead to believe they were typing in an address to a venue in Nashville. I also asked them if they looked into the police report, and they stated they did not as they are not a law agency. A police report stating fraud and they wouldn’t look into it. Just wanting for me to go away. Also, I did had a provisional sent to me, to help me get through the week while they “investigated “. They took the provisional out of my account without a simple message on the app or email telling me they were doing this. Leaving me helpless once again. I am so disgusted with this credit union, and judging by a lot of reviews it does not shock me this is how they treat their “members” that they care so much about. I demand a refund of my money that I earned. A member of your credit union who is in need of help, and you look the other way. You should be ashamed of yourselves.

  Business Response

  Date: 11/13/2023

  The credit union's Internal Audit Department will investigate the complaint and send the member a written response by January 12, 2024.

  Customer Answer

  Date: 11/13/2023

  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. 
  
  Regards,
  
  ***** ******
  
  
  
  
  

• Initial Complaint

  Date:11/10/2023

  Type:Customer Service 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.

  A home equity loan was secured by myself ,***** * ******.The funds were deposited. August 21 2023 I went to empower credit union,to close my checking and savings account and reopen in my name. November 9 2023 My ex-husband went to empower and withdrew 6,900.of home equity funds.Empower states that ****** ****** name was account despite my request for a new savings account

  Business Response

  Date: 11/13/2023

  The credit union's Internal Audit Department will investigate this complaint and the member will receive a written response by January 12, 2024.

  Business Response

  Date: 11/29/2023

  The credit union mailed a response letter directly to the member today.

  Customer Answer

  Date: 12/04/2023

  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. 
  
  Regards,
  
  ***** ******
  
  
  
  

• Initial Complaint

  Date:09/26/2023

  Type:Customer Service 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 found a charge on my July credit union credit card statement that was not mine. Made many attempts to contact but gave up after 25+ min wait times. Finally spoke with a rep and filed a dispute on 8/2 explaining I did not know how this occurred but was certain the charge was not mine. Answered many questions including that I did not give my card to someone else. I was notified 23 days later that the same questions needed to be answered or the dispute would be denied in 10 days. I called again and provided the information-again after enduring extensive time on hold. Both reps suspected the card may have been cloned since it wasn't lost or knowingly given to someone and their data showed someone used a card and not just keyed in data. At the 10 day mark I was able to access the dispute on line and saw non of my conversations were added to the dispute. I frantically added remarks and tried again to speak with someone to ensure my dispute was not closed. After 35 min wait time I was offered a call back which I accepted. The rep that called back indicated she could not see any information regarding the dispute and a different department must have filed it which prevented her from access so I would need to call back! I requested a call back on line but no one contacted me. Just received a letter that dispute was denied because "Mastercard regulations require that disputes of this nature be resolved directly between the consumer and the merchant.." so I need to try to recoup my money from an unknown location! A rep tried to find a supervisor but after 20 min received a text that I would be called the next day. He said that because the card had a chip and I didn't know how someone could have used it then I was responsible. The fact that my card had a chip was know from the beginning! The whole process was a time consuming farce! There was no answer that was going to absolve me of these erroneous charges! How would anyone know if it was taken without them knowing?

  Business Response

  Date: 10/04/2023

  The credit union mailed a response directly to the member on October 4, 2023.

  Customer Answer

  Date: 10/18/2023

  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.  Regards, ******** *****