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Business Profile

Credit Union

Philadelphia Federal Credit Union

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 44 total complaints in the last 3 years.
  • 14 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 status

Complaint type

  • Initial Complaint

    Date:06/14/2022

    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.
    I have recently switched employers and have not yet started receiving direct deposit. I currently have to manually deposit checks at the branch on *****************. However, i have auto deductions set up to save a portion of my check for long term savings. Yesterday (6/13/22) i was overdrafted and charged 28$ because of a pre scheduled deduction and I was able to have it removed because the full amount of the check would have covered the balance. Today (6/14) i was overdrafted four more times totaling 112$ in fees (deductions totaled 20$) and when i called back to disputed the charge they said they couldnt do anything about it. because of the delay in clearing the full amount of my check i have been charged for attempting to save money. in this time of financial stress for everyone i believe this is an unfair practice and I would like to have my fees refunded.

    Business Response

    Date: 07/01/2022

    Please be advised that your recent letter of complaint has been received and reviewed by the Supervisory Committee for the Philadelphia Federal Credit Union.  The Supervisory Committee is an independent committee charged with the duty of investigating member complaints and responding as to the outcome of our investigation.

    As a one-time courtesy Overdraft Fees in the amount of $112.00 were reversed on June 21, 2022. *** ***** was contacted and a message was left on his voicemail.

    Please note, that until *** *****’s Direct Deposit is in place, standard holds may be applied to ATM check deposits and the entire amount of the deposit may not be immediately available.  

  • Initial Complaint

    Date:06/06/2022

    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 am looking to file a complaint against the Philadelphia Credit Union. I went into the bank and notified them that their account holder had passed away. Provided them with an original death certificate and short certificate identifying myself as the executor of the estate. To date I have made 5 calls to the bank asking them for an update and each time. I was advised that they were still working on it. Every call, I am advised of the same thing... Someone will call me but they don't. I think they are not acting in good faith and attempting to secure all the remaining assets. They keep saying they are waiting on documents. But when I ask from who. They say it's internal and there is nothing I can do. I am frustrated with their lack of professionalism.

    Business Response

    Date: 06/14/2022

    Please be advised that your recent letter has been received and reviewed by the Supervisory Committee for the Philadelphia Federal Credit Union. The Supervisory Committee is an independent committee charged with the duty of investigating member issues and responding as to the outcome of our investigation.

    We spoke to our Account Services department and they advised that the funds are available and can be disbursed to both of the beneficiaries listed on the account. An Account Services representative will be in touch with you to go over the process. We apologize for any frustration that this may have caused you.

    Please accept our sincere condolences on your loss.

  • Initial Complaint

    Date:06/04/2022

    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.
    My issue is with the Philadelphia Credit Union on ****************************** Philadelphia Pa**********. I had an appointment for 10:45am on 6/4/22 to get a new debit card I was check in and told to sit on the couch multiple people have been checked in after me and have gotten their debit cards upfront I asked what was the difference and the lady at the front desk got very ignorant and disrespectful I asked for her name and she covered her if badge, I asked to speak to a supervisor and a bank teller by the name (*******) got very ignorant with me and told me that she wasn't helping me told me called me out of my name and than got security to make me leave. This display of ignorance is unacceptable I wont be banking there ever again

    Business Response

    Date: 06/13/2022

    Please be advised that your recent letter has been received and reviewed by the Supervisory Committee for the Philadelphia Federal Credit Union. The Supervisory Committee is an independent committee charged with the duty of investigating member issues and responding as to the outcome of our investigation.
                
    *** ****** was checked in for her appointment time and asked to wait. The front reception employee was unaware that *** ******’s appointment was only to have a card reissued but her account did also require management review. The employee noted in the complaint, Desiree, apologized for the mix up and did let a supervisor know she wanted to speak with him. *** ****** began acting in an inappropriate, abusive and threatening manner toward the employee assigned to the front reception desk due to her extended wait. Security was not on premise on the day in question and did not make her leave. *** ****** left the branch on her own.

    Customer Answer

    Date: 06/13/2022

    [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

     Complaint: ********

    I am rejecting this response because:This entire statement made by The Philadelphia Federal Credit Union is 100% false, on top of the card ******* gave me she never activated but told me she did! The actions displayed by this bank is disgusting as well as disgraceful.

    Regards,

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

    Business Response

    Date: 06/14/2022

    This investigation is being considered closed. A letter was sent to **************** in reference to this complaint. Thank you.

  • Initial Complaint

    Date:05/31/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    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 05/31/2022 PFCU automatic notifications sent me an alert that a check was cashed. I realized this check was fraudulent so I notified PFCU to put my account on hold and I would be in to challenge the check and close my account. Since this was the 2nd time in 2 weeks that a fraudulent check was cashed on my account I was told that since i didn't close my account during the previous encounter that I now assume all responsibility for fraud. The credit union refused to put a tracer on the check even though **** ******* (where cashed was deposited) policy was to hold the cashed funds for 5 days. The check was for $5600 and I have over $100,000 in my accounts. After being with PFCU since I was a Freshman in college in 1997 I am so disappointed in the institution. The people behind the computers here don't really care about the members. I'll probably end up moving my funds to another institution.

    Business Response

    Date: 06/06/2022

    Please be advised that your recent letter has been received and reviewed by the Supervisory Committee for the Philadelphia Federal Credit Union. The Supervisory Committee is an independent committee charged with the duty of investigating member issues and responding as to the outcome of our investigation.

    Our investigation revealed that after speaking with the Vice President of the Collections Department, your account was credited and your complaint has been resolved.

    We apologize for any inconvenience this may have caused you.

    Customer Answer

    Date: 06/13/2022

    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.

    Regards,

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

Philadelphia Federal Credit Union is NOT a BBB Accredited Business.

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