Business Profile

Credit Union

Day Air Credit Union, Inc.

Complaints

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

Customer Complaints Summary

12 total complaints in the last 3 years.
5 complaints closed in the last 12 months.

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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:02/18/2025
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.
I contacted day air to work out a solution to pay for my car while I’m off work for a few week undergoing chemo and surgery to remove stage three colon cancer they wanted me to send my car to them and sign an email to do so they said they emailed the docs over I never got any emails I messaged them back two more times requesting the emails still never got anything . I was assured this was my only choice. But they now have repoed my only means to go to the doctors to get treatments .
Business Response
Date: 02/26/2025
Response attached.
Business Response
Date: 02/26/2025
February 24, 2025
Re: Consumer Complaint Case # ********
Response prepared for ****** *****

Dear ****** *****,
I am in receipt of the consumer complaint referenced above. I have reviewed the matter with my team. It appears my team extended several arrangements with you in an effort to bring your loan current. The last communication with you suggests you desired to voluntarily surrender the vehicle to the credit union. Forms were sent to you at your request to execute the voluntary surrender, but our staff never received the completed forms. After several attempts to contact you further, the final resolution was for the credit union to initiate a repossession.
Several documents regarding your rights under the repossession have been sent to your address. My management team or I are more than willing to review and discuss your options. Please contact me directly if you would like to discuss further.

Respectfully,

**** ** ********
Executive Vice President
Day Air Credit Union, Inc.
************
********************
Customer Answer
Date: 02/26/2025

Complaint: ********

I am rejecting this response because: I have proof that I tried to reach out by calling and thru your text ap. No arrangements were offered when I tried several times to do so I had offered to even pay half a month just until I was able to start working again which I did this past week. I don’t think you understand I have stage three colon cancer and was not able to work . I have paid over 3000 in payments sense Oct to keep this car only for your credit union to take it anyways. I communicated with the credit union several times I showed good faith by paying what I did pay but it didn’t matter your credit union took my car anyways and it’s not the first time I was screwed over with this union . I will be sharing to the news stations all my documentation that shows the communication efforts and my recorded phone conversation I had with your reps this is not how a person who was very close to paying this loan off should have been treated in their deepest time of need . This was a very high chance that I wouldn’t make it this far with treatment but I still tried to work with your union and was treated like dirt. I requested to speak with the fighter person in charge and was denied I also was not given my belongings out of my car as well .

Sincerely,

****** *****
Initial Complaint
Date:12/02/2024
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.
After speaking to me on the phone about my overdue loan payment, on the day before Thanksgiving, the representative locked my account to preventing me from using any of my money, which includes my entire weekly paycheck that had just posted to my account. I was told upon calling that nobody could talk to me until Friday. The amount in my account is less than the amount owed, and is necessary for me to have transportation to and from work, feed myself, feed my children, pay rent, and utilities, and my account was locked without first informing me.
Business Response
Date: 12/03/2024
Attached is a formal written response to the complaint. Our Executive Vice President has spoken via telephone directly with the complainant as well.
Initial Complaint
Date:11/27/2024
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.
Money was with drawn from saving and checking constantly and personal loan was not accurately credited after loan payment was made.
see Attached document
Business Response
Date: 12/13/2024
December 13th, 2024
Re: Consumer Complaint Case # ********
Response prepared for ***** *******

Dear ***** *******,
We are in receipt of the consumer complaint referenced above. I have reviewed the matter with my team and provided a response below.
We have reviewed the payments applied to your signature loan and verified all payments received were applied correctly. All payments applied via transfer reflect to be authorized by you.
Please contact us if you have any questions or would like to discuss further.

Respectfully,

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

Please see response in the letter attached. Thank you.
Initial Complaint
Date:10/24/2024
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.
April 2024 I got a new car which was with day air credit union...car loan was for about 30k. May 2024 i was involved in a car accident and my new car was totalled, I was only able to make one payment before the crash.A week after leaving the hospital i spoke with someone at day air about the process of the car and was told wrong information.I was told since my insurance payment already went through (22k) and we was only waiting on the gap insurance that as long as I kept in contact with them and paid what I could then I was fine to get into a new car.Fast forward got into the new car, I paid small payments towards the old car loan as much as I could, gap took almost 3 months but finally went through and car was paid fully off...But since I didn't make my full payments for those 3 months they reported to the credit place and dropped my credit score 35 points...So for having a 25k car paid off in 4 months and was told I was ok to get into another car no I gotta deal with my credit score decreased and higher insurance rights no can't refinance my new car after working my a$$ to reach an higher score
Business Response
Date: 11/04/2024

To: ******** ******,
We spoke by phone today and Day Air has agreed to resolve your issue as discussed. Thank-you for reaching out with your concerns. Day Air will follow-up with a letter to you confirming our action of resolution.
Customer Answer
Date: 11/05/2024

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.

Sincerely,

******** ******
Initial Complaint
Date:10/04/2024
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.
When I brought my mother to DayAir to open an account for her with this credit union, the DayAir representative advised me that I have to open an account first in order for my mother to have hers. The reason for that was that I had ties in Dayton and she didn’t . We did that. after a few months, the credit union started withdrawing $5 every month from my account for inactivity while my family was transferring to a different military base, and it took me a few months to realize that they were draining my account. When I called and spoke to their representative, she helped me close this account and promised to refund me the balance and all $5 monthly charges. The account has been closed now, but I didn’t receive any of my money back. When I call them, they brush me off as a nuisance and refuse to help.
Business Response
Date: 10/04/2024
The member was contacted by phone to verify mailing address so that funds could be sent to her. Documentation of response and remedy is attached.
Initial Complaint
Date:03/20/2024
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.
We pay our bill every month. Never past the 30 day mark. According to the paperwork I have I paid the loan on Dec 29th. It was processed in their bank on Dec 29th according to the records I have. But they have marked our credit report as 30 days late.
Business Response
Date: 03/27/2024
*** ****, thank you for contacting us. We believe we have provided you with a satisfactory response to your concern, and outlined reasonable methods to prevent future payment posting delays. Please contact me directly if you would like to discuss further.
Customer Answer
Date: 03/27/2024

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.

Sincerely,

**** ****
Initial Complaint
Date:08/01/2023
Type:Service or Repair 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.
Hello, my name is ****** *****. On June 10, 2023, and June 20, 2023, my credit card was fraudulently! used. I reported the fraud to my bank Day Air credit union. My credit card was over drafted $471.11. I only had $6.70 in my account. The bank said I had a $500.00 overdraft protection on the account that's why the money was allowed to be taken. I have a debt card and I knew nothing of a $500,00 overdraft protection, because I did not overdraft the account. The bank made me go through a ninety-day period to resolve the matter. I asked for a credit on my account until the problem was resolved they said they don't do that. My account is closed, I don't have a credit card. I did not give permission for my credit card to be used and the bank could care less. The bank is trying to make me pay for the overdraft.
Business Response
Date: 08/17/2023
We have refunded all fee and charges that were in question. The member's account is in good standing with Day Air and is eligible for all services. We have reached out to this member by phone to the numbers we have on file and are awaiting a return call.
Customer Answer
Date: 08/18/2023

Complaint: ********

I am rejecting this response because: Enterprise did return my money that was taken from my checking account, and I am very grateful for that. My problem is that Day Air Credit union allowed Enterprise car rental to take $100.00 from a canceled credit card. I don't understand that. I asked if they would reinstall my checking account, they said I can apply but there is no guarantee that I would get a new checking account. I said I had an active checking account before my account was fraudulently attacked. I had $6.70 in my checking account before they closed the account and transferred the money to my savings account. The only problem with that was, only $1,70 made it to the savings account. I asked what happened to the other $5.00, they said the money went towards opening the account, but the account was already open. I never gave any permission for my credit card to be used. They didn't care, they let them take the money anyway. If it weren't for the BBB, Day Air credit union would have made me pay for the money that was taken. They made me feel like I took the money from the account. Thank you, BBB, for all your help, because I didn't appreciate Day Air Credit Union Business ethics! My checking account is closed and now I don't have a credit card.
I would like my checking account restored with my $6.70 and a new credit card! It was not my fault what happen with the account.

Sincerely,

****** *****
Business Response
Date: 08/22/2023
Mr. ******* checking account has been reinstated and opened. His savings account is in good standing. He is more than welcome to come in and recieve a debit card. As for the details of Enterprise i would be more than happy to discuss them with him. All funds have been refunded to his account, including all fees. Please reach out to me to discuss further ************.
Customer Answer
Date: 08/24/2023

Complaint: ********

I am rejecting this response because: I have contacted the bank, as soon as I make sure everything is in order, I will resolve this issue.

Sincerely,

****** *****
Customer Answer
Date: 09/08/2023
Good afternoon, I have not received my debit card yet.
Business Response
Date: 09/19/2023
The member's debit card was ordered on Sept 13th therefore he should be recieving it in the mail in the next 7-10 days. I also left him a message that he could stop by one of our branch locations and have one printed.
Customer Answer
Date: 09/19/2023

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.

Sincerely,

****** *****
Initial Complaint
Date:07/31/2023
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.
We're being charged a lot of overdraft fees our transaction are posting backwards to where we getting for fee's I've tried talking to supervise and one can't tell me why a ssi deposit was posted early and put in savings we contacted social security and had to a fraud alert on our account and we found out that it was dayair that took the money and moved the deposit to the saving account they're basically taking over our account they forced us to pay our loan by stopping us from our account. Special services was told to take the money from our account it was only 150 dollars left to pay off the credit union
Business Response
Date: 08/03/2023
Ms ****:
Since this complaint was submitted, we have spoken with you by phone to provide an explanation as to what has been going on with your account recently.

The times that your SSI deposit has been posted early, we had done so in response to your phone request. The funds were put in the savings account due to a previous checking account being closed out. We re-routed the funds to the savings account versus rejecting the deposit from Social Security. We have since corrected that and all SSI funds will be routed appropriately to your checking account going forward.

There have been overdraft fees charged to the account and we have worked with you on numerous fees over the life of the account and explained how the courtesy pay program and debit card purchases work when it comes to these fees. In addition, I did explain this again on the phone.

We apologize for the frustrations you have felt with some of this.
Initial Complaint
Date:03/13/2023
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.
I have a car loan with this company. I began to pay more on my loan each month towards the principal. Called many times to verify that is where the extra money should go. Each month after instead of owing my normal 400 it went down that I owed only 200, then 150. I should still owe 400 monthly they are refusing to add my funds to the principle. I came across a lump sum of money and decided to pay the loan off early as they offer this with no penalty. They advised the early pay off amount to be the Same 19,000 that I owe so there would be no discount. They are refusing to allow me out of this loan. This HAS to be illegal.
Business Response
Date: 03/15/2023
March 13, 2023

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

Dear Ms ******:

We have received the complaint that you sent to the Better Business Bureau March 11, 2023 regarding your car loan that you have with Day Air Credit Union. We have reviewed your account and the increased payments you are referring to.

I do see on the following dates you paid $500.00 on the loan which was above your regular payment of $462.05:

September 13, 2022
September 27, 2022
October 27, 2022
November 28, 2022
December 27, 2022

Our auto loans are structured so that anytime a payment is made any interest due is satisfied first and then the rest goes to the principal balance. When you made these above payments, the interest owed was satisfied and then the additional amount when to the principal balance. I do not see where there were any changes in your monthly payment owed as stated in your complaint. Based on your statements the normal payment of $462.05 was still due each month during this time frame.

Your original loan balance was $25,036.28 when you opened the loan February 13, 2020. Since that time you have skipped 7 payments using our skip a pay program. Your current payoff on the loan as of March 14, 2023 is $18,769.29 with interest added daily to the loan of $3.28. You are correct, there is no early payoff penalty if a loan is paid ahead or paid off early. However, any interest that has accrued so far must be paid to satisfy the loan.

If you would like to make arrangements to payoff the loan in full, please feel free to contact me and I would be happy to assist you with that process.

Sincerely,

*** *****
Director of Member Services
Initial Complaint
Date:10/17/2022
Type:Service or Repair 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 went to the bank to report my debit card lost/stolen on or about 9/26/20222 inside the credit union with a teller. I was told card had been removed and canceled. I was charged a check cashing fee on that date as well. Im not sure why that information was taken inaccurately. Never questioned it because I looked at the receipt at a later time. I called in on 10/14/2022 regarding fraudulent charges on my account and explained I wanted to dispute them. I was told I had two debit cards on my account. I explained there should only be one the previous one was reported lost/ stolen. There was seven back to back charges for zip.co. that were made on 10/14/2022. I was very upset and requested a supervisor and explained numerous times I was on lunch break. I was denied a supervisor and told I could call back and speak to one. I asked for yhay number and never received one. I was told repeatedly the representative could not see the charges which added to my frustration after around fifteen minutes into the call she stated she could see them. She toldme they would be disputed but failed to give a resolution date or when my funds would be credited back to my account. This was by far the worst experience with the credit union thus far. I am wanting to close my account for the inconvenience of the card not being canceled and allowing fraudulent charges.
Customer Answer
Date: 10/20/2022
Complaint:
I went to the bank to report my debit card lost/stolen on or about 9/26/20222 inside the credit union with a teller. I was told card had been removed and canceled from my account. I was charged a check cashing fee on that date for having my carf replaced im not sure why that information was taken inaccurately. Never questioned it because I looked at the receipt at a later time. I called in on 10/14/2022 regarding fraudulent charges on my account and explained I wanted to dispute them. I was told I had two debit cards on my account. I explained there should only be one the previous one was reported lost/ stolen. There was seven back to back charges for zip.co. that were made on 10/14/2022. I was very upset and requested a supervisor and explained numerous times I was on lunch break. I was denied a supervisor and told I could call back and speak to one. I asked for the number and never received one. I was told repeatedly the representative could not see the charges which added to my frustration after around fifteen minutes into the call she stated she could see them. She told me they would be disputed but failed to give a resolution date or when my funds would be credited back to my account. She rushed me off the phone and insisted I call customer service to issue a new card.This was by far the worst experience with the credit union thus far. I was told I would be given a callback and I have yet to receive oneam wanting to close my account for the inconvenience of the card not being canceled and allowing these charges. I called back this morning for an update and to get overdraft fees credited back to my account. I spoke with Monica who told me there are no notes on the account where I even called in to speak with the fraud team. This is definitely unsatisfactory service no one can give me any answers or resolution to any issues.

Consumer’s Desired Resolution:
Billing Adjustment

Business Response
Date: 10/21/2022
Day Air Credit Union has reviewed this account and the transactions that Ms. ****** is referring to.
We do see where Ms. ****** was charged $7.00 in error for a transaction she completed on September 28, 2022. This $7.00 has been refunded back in her account.
In addition, we do see where Ms ****** was issued a new debit card on September 28, 2022. It does look like there was an error and her previous card was not closed correctly which allowed additional transactions to clear the card on October 14. It does look like Ms. ****** has started the process of filing a fraud claim on these transactions to Zip.co. We have posted a credit for these transactions totaling $188.39 back to her account as well.
We do sincerely apologize for the errors we made on your account. If you have further questions, please feel free to contact us.
Customer Answer
Date: 10/23/2022

Complaint: ********

I am rejecting this response because: I also incurred overdraft fees due to $188 not being available which I was assured wouldnw credited back to my account. Those fees have not been reveresed.
Sincerely,

***** ******
Business Response
Date: 10/25/2022
The additional overdraft fees have been refunded back to the account.
$135.00 in NSF overdraft fees
$5.00 in overdraft transfer fees
These fees all occurred on October 19 on the account.
Customer Answer
Date: 10/25/2022

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.Thank you for your swift response and resolution in the matter.

Sincerely,

***** ******

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Day Air Credit Union, Inc. is BBB Accredited.