Complaints

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

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  Fortera Federal Credit Union

  2050 Lowe's Drive Clarksville, TN 37040

  
• 

  Fortera Federal Credit Union

  Bldg 88 Michigan Avenue Fort Campbell, KY 42223

  
• 

  Fortera Federal Credit Union

  2193 Madison Street Clarksville, TN 37043

  
• 

  Fortera Federal Credit Union

  145 Dover Crossing Road Clarksville, TN 37042

  
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  Fortera Federal Credit Union

  321 N. Spring St. Clarksville, TN 37040

  

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:04/07/2025

  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 am writing to formally dispute the account referenced under account number ********* that appears on my ********************** report. This account was opened without my authorization and constitutes fraudulent activity. I have no recollection of applying for or consenting to any agreement with FORTERA FCUUnder 15 USC 1692g (Validation of Debts), you are required to provide verification of the debt or a copy of the judgment if I notify you in writing within *************************************************** documentation proving that I consented to this account. Without a valid, legally binding agreement bearing my signature, there is no basis for this account to exist under my name.Since this account was established fraudulently, I request its immediate removal from my credit report and that any collection activity cease. If you cannot provide proper validation within 30 days, you are required to delete this account from my record and stop further collection efforts.Please confirm receipt of this letter and notify me of the next steps to resolve this matter.

  

  Business Response

  Date: 04/09/2025

  Thank you for logging your complaint through the Better Business Bureau's website. Your complaint was forwarded to us at Fortera Credit Union, and we will conduct research into your issue. Due to the sensitive nature of the information, we are required to send you a mailed response rather than post our response through the BBB website. This letter will be sent via ****, and you should receive it by the end of next week.

• Initial Complaint

  Date:04/01/2025

  Type:Order 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 am not Liable for this debt with Fortera Credit Union, I do not have a contract with Fortera Credit Union, they did not provide me with the original contract as I requested.

  

  Business Response

  Date: 04/03/2025

  I have tried to reach Ms. ******* but had to leave two voicemails:
  
  04/02 10:35 am and 04/03 12:31 pm
  
  Response Below:
  We have reached out to the member multiple times to review the terms of the Credit Card Agreement, specifically the section on DEFAULT, which outlines the following conditions:
  10.DEFAULT You will be in default under this Agreement if You fail to pay the Minimum Payment Due by its Payment Due Date; pay by a check or similar instrument that is not honored or that We must return because it cannot be processed; pay by automatic debit that is returned unpaid; make any false or misleading statements in any credit application or credit update; file for bankruptcy; or die. You will also be in default if You fail to comply with the terms of this Agreement or any other Agreement You have with Us. If You default, we may close Your Account and require You to pay any unpaid balance immediately, subject to applicable law. In this Agreement and on Your Credit Card Application, you gave Us a security interest in all individual or joint share and/or deposit accounts with the ********************************************* and authorized Us, if You defaulted, to apply the balance in these accounts to any amounts due. You agree we may rely on Your agreement and authorization to, upon Your default, apply any balance to any amounts due on Your Account.
  In this situation, the member was treated in full accordance with the provisions outlined in the Credit Agreement and Disclosure provided to them at the time their Credit Card Account was opened.

  

  Business Response

  Date: 04/04/2025

  Thank you for logging your complaint through the Better Business Bureau's website. Your complaint was forwarded to us at Fortera Credit Union, and we will conduct research into your issue. Due to the sensitive nature of the information, we are required to send you a mailed response rather than post our response through the BBB website. This letter will be sent via ****, and you should receive it by the end of next week.

• Initial Complaint

  Date:02/18/2025

  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.

  This is an issue with Predatory NSF charges. On 2/13/25 I made a purchase, My account balance was $123.70 The purchase was in the amount of $54.73 leaving a balance of $68.97.. Fast forward to the weekend (3 day weekend because of Presidents day) I wake up to 5 *** fees, I contact the bank because I am like woah what happened? The response I got was, there were not funds for this transaction so that's why the fees are there. I looked deeper and got 5 NSF fees for my "pending" transactions. The account was negative $160.33 cents $155 of which was NSF fees. I was charged a $31 fee for every transaction which was pending in my account (Although they were processed on my end while funds were available) I was willing to pay the *** fee for the one transaction which caused me to go negative (less than $6) but the other 4 are Predatory. How can I be charged *** fees for stuff that was already accounted for? It's illegal to charge a fee on a something that was SUFFICENT at the time of purchase. NON SUFFICENT FUNDS means exactly that, there was NO funds available at the time of that transaction. It's not called PENDING FUNDS ARE SUBJECT to charges at anytime. Basically this bank's solution was to say well if you kept a LOT of money in the account this would never happen, this is 2025 and with the inflation we are out here making it pay check to paycheck. I would advise this to be looked into, as it does not sound like a legal way to charge funds. I am a member of a credit union which claims to be "not for profit" but the charges show otherwise. Previously there are lawsuits on this same type of thing. I will also look into this.

  

  Business Response

  Date: 02/19/2025

  Thank you for logging your complaint through the Better Business Bureau's website. Your complaint was forwarded to us at Fortera Credit Union, and we will conduct research into your issue. Due to the sensitive nature of the information, we are required to send you a mailed response rather than post our response through the BBB website. This letter will be sent via ****, and you should receive it by the end of next week.

  Customer Answer

  Date: 02/19/2025

   
  Complaint: 22956993
  
  I am rejecting this response because:  The hopes here are that the 10 days will expire and my complaint will be rectified. I am only a phone call away, and I have a current account with them. They have my number and email address, so why "mail" me a letter? It's to hope I wait past my 10 days and this just disappears. 
  
  Sincerely,
  
  ******* ******

  Customer Answer

  Date: 02/21/2025

  Please close this complaint. The Bank called and settled the issue. 

   

  Thanks for your help! 

• Initial Complaint

  Date:01/31/2025

  Type:Product 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 12/31/24 I received a direct deposit of 4004.On 01/07/2025 I set up for a bill payment in the amount of 3680. to ************************. According to information on the website "Automatic and recurring payments you establish using your Bill *** Tool are auto-withdrawn from the account and zapped over to your designated 3rd party. On January 13th, I checked with Scenic Acres and was told they had received the check. I check my account on 01/29 to find out I have a 4000+ ***. and 2 insufficient funds charges. I contacted ************************ and they contacted their bank and was told the check had been returned 2 times and they were not going to be able to send it again. I imagine I will have to pay their NFS fees also I need to have my ***** returned so I can make this payment. It doesn'tmattertome if they send it cashier's check, electronic deposit. It belongs to Scenic Acres.******* D Money

  

  Business Response

  Date: 01/31/2025

  Thank you for logging your complaint through the Better Business Bureau's website. Your complaint was forwarded to us at Fortera Credit Union, and we will conduct research into your issue. Due to the sensitive nature of the information, we are required to send you a mailed response rather than post our response through the BBB website. This letter will be sent via ****, and you should receive it by the end of next week.

  

  Business Response

  Date: 01/31/2025

  Thank you for logging your complaint through the Better Business Bureau's website. Your complaint was forwarded to us at Fortera Credit Union, and we will conduct research into your issue. Due to the sensitive nature of the information, we are required to send you a mailed response rather than post our response through the BBB website. This letter will be sent via ****, and you should receive it by the end of next week.

• Initial Complaint

  Date:01/01/2025

  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.

  I reached out to Fortera regarding the fees I incurred for specific transactions. After discussing my bank account 0075, I clarified that I should have only been charged one fee for the gas purchased at the racetrack, while my other account 0872 should have incurred just two fees. The representative informed me that she attempted to reverse the fees, but I was unable to receive them. I pointed out that my balance was sufficient for the transactions in question. It is perplexing how I can incur NSF fees for transactions that I had funds for, which subsequently leads to a cascading NSF effect when one transaction is processed. This issue recurs almost every month, and the explanation provided is that pending transactions drop off, yet I never see the corresponding funds returned to my balance. Numerous complaints indicate that others have experienced similar issues. When I first contacted them about the fees on account 0872, my secure message was closed despite my follow-up, even after a representative stated she could not reverse the fees due to previous reversals. How can they not reverse fees for a legitimate claim?. So even though I have a right of asking for the fees to be reversed due to I shouldnt have been charged them in the first place , So am I supposed to stay quiet and let them collect money they shouldnt have gotten in the first place?? I do not have courtesy pay and I know what I should have fees for and shouldnt. I have enclosed message about when I contacted them about 0872 account fees and also I can attached message about the others on 0075 on which I should have only gotten 1 fee on that account for the race Trac and only my other account 0872 I should have only gotten 2 fees instead of 5 last month.

  

  Business Response

  Date: 01/14/2025

  Ms. ******

  Thank you for logging your complaint through the Better Business Bureau's website. Your complaint was forwarded to us at Fortera Credit Union and we will conduct research into your issue. Due to the sensitive nature of the information, we are required to send you a mailed response rather than post our response through the BBB website. This letter will be sent via **** and you should receive it by the end of next week.

  Customer Answer

  Date: 01/14/2025

   Please close out my complaint against Fortera. My situation has been reaolved

  Customer Answer

  Date: 01/14/2025

  I just spoke to ******* today and my issues were resolved. She explained how they are implementing a new system to avoid the issues I had. She also gave me her number and email if I have any other problems.

• Initial Complaint

  Date:10/22/2024

  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.

  My complaint is I fee target by the bank manager at Fortera. I filed a dispute on Oct 5, 2024 for issues with my account & spoke to a Darnika. on the 17th to let her know I got it situated & ****** refunded my money. She said I will reverse the nsf fee. I received two letters from the bank. So I spoke to ****** on Oct 20 where she tells me I wasnt suppose to get those letters & told me my CP has been suspended due to activity on my account. She not once asked if I am going through a hardship, which I am. I have done nothing illegal & my account always received a deposit to clear up my account. Ms ******* bring up things from around 2016 about loans I took out that were paid in full & times I replaced my card which if she did her research was because of the bank suspending or restricting my card when I locked it on their app . Thats reason why one of my cards was replaced again & the other was because their card services cancelled out my card due to they said I had to change the type of dispute I had. Ms ****** offered to give me a loan that Im sure is interest bearing & just to make sure I was able to pay my bills I told her to send me the paperwork. If I never got those letters I would have know what she had done because none of this was discussed on the recorded call she had me on. What kind of bank does this to someone who has been a member for over a decade and never gave them any issues and always had money coming to their account. I have not violated any of their guidelines of having it suspended. This all started from a simple dispute to where it is now. Fortera needs to be looked at because they also charge you NSFs when you have the money already taken out of your ************* pending then after you go negative they post the transaction to make you negative. I am not the only member who has experienced this. Read the other complaints and ****** reviews. She told me she would call me back on October 22, 2024 with a resolution in regards to paperwork.

  

  Business Response

  Date: 10/25/2024

  Ms. ******,

  Thank you for logging your complaint through the Better Business Bureau's website. Your complaint was forwarded to us at Fortera Credit Union and we will conduct research into your issue. Due to the sensitive nature of the information, we are required to send you a mailed response rather than post our response through the BBB website. This letter will be sent via **** and you should receive it by the end of next week.

  Customer Answer

  Date: 10/25/2024

   
  Complaint: 22457269
  
  I am rejecting this response because:
  of the way I was treated and how things escalated to where they are now. For me to be told that due to the activity of my account and how my card was used or cancelled was the reason for the letters and so forth. I have never misused my debit card or even did any unethical activity with my account. My card ending in 7529 was replaced due to card service at Fortera restricted it and member services said I needed to get another one and once again with my card ending in 1941 that card was cancelled and needing to be replaced due to card services had said my regular dispute had to be changed to fraud and that I needed to contact ****** services for a new one in which I have yet to receive the replacement that was supposedly order for me as a replacement.
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 11/08/2024

  Ms. ******,
  Thank you for logging your response through the Better Business Bureau's website. Your response was forwarded to us at Fortera Credit Union and we will conduct research into your issue. Due to the sensitive nature of the information, we are required to send you a mailed response rather than post our response through the BBB website. This letter will be sent via **** and you should receive it by the end of next week.

• Initial Complaint

  Date:11/17/2022

  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.

  Fortera Credit Union has not responded to any of my four emails to their customer support email. I was instructed to email by two credit union dispute department employees. I have spoken with over seven different people and most recently received a call from a manager that told me she would reverse the charges I am disputing for the past 120 days. She told me she would call me back in a few days. No one has called me and my charges have not been reversed. I have spent an enormous amount of time and stress attempting to resolve my issue with Fortera Credit Union. I don't understand how they can have a financial business and not return any customer support emails. I contacted **********************'s disputes department about two months ago regarding charges on my account from a business I had canceled services with. They told me they would be able to reverse the charges even though they went back a year. They told me to fill out a form and send them the information. I did this and did not receive any response to my email. I then called the dispute department again and was told that they can only reverse up to 120 days. Because of what they told me I told the vendor my credit card company would deal with the charges, the vendor will not reverse the charges now because he believes the credit card company is going to do it. I pay my bills on time, I have never been late with a payment. Fortera Credit Union owes me a year of reversing the charges on my account as I was originally told. I am attaching an image showing the emails to their customer support dating back to September for which I never received a response, in addition to the documents I was instructed to email to their support email.

  

  Business Response

  Date: 11/17/2022

  Thank you for logging your complaint through the Better Business Bureau's website. Your complaint was forwarded to us at Fortera Credit Union,and we will conduct research into your issue. Due to the sensitive nature of the information, we are required to send you a mailed response rather than post our response through the BBB website. This letter will be sent via ***** and you should receive it by the end of next week.

• Initial Complaint

  Date:10/07/2022

  Type:Product 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.

  Two days ago, I bought my wife lunch at ******. Balance after was $62. In the evening, I went to ******* expecting to buy needed groceries. I checked the balance on my Fortera app beforehand. The available balance was $62. The bill at checkout was $77 so I knew there was going to be an overdraft charge, so my balance would be about minus $46. Apparently. Fortera has taken all the pending which were already reflected in the available balance and slapped "courtesy" charges on them to the amount of about $186 dollars. They robbed me of $186.00. Again, the balance should only have been minus $46. I don't mind paying the $31.00 from the ******* purchase. I just believe it's highway robbery for me to have to pay that additional $186.00 in overdrafts for items that had already been accounted for in Fortera's available balance. Again. These had already been charges that had been made and accounted for prior to the ****** charge made earlier in the day. I want that money returned to my account.

  

  Business Response

  Date: 10/13/2022

  Business Response /* (1000, 5, 2022/10/11) */ Thank you for logging your complaint through the Better Business Bureau's website. Your complaint was forwarded to us at Fortera Credit Union and we will conduct research into your issue. Due to the sensitive nature of the information, we are required to send you a mailed response rather than post our response through the BBB website. This letter will be sent via USPS and you should receive it by the end of next week. Consumer Response /* (3000, 7, 2022/10/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) What documents do you need? Fortera is still working on the problem. I'm awaiting their answer. I printed out the account on the 7th. Fortera should have the same information I do. Does Fortera actually show the dates and times those charges were made? If so, they should be able to see that all those charges they tagged an overdraft fee to were done prior to the 7th. Business Response /* (4000, 10, 2022/10/12) */ Thank you for reaching out again to Fortera regarding your concerns. We apologize our first response did not meet your needs. We have reviewed the activity and a certified letter is being mailed today. In the meantime, you may view your account online to see any refunds.

• Initial Complaint

  Date:08/19/2022

  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.

  This is not the first time that this has happened but on August 16th & August 18th Fortera charged NSF fees before my account actually went negative. As a matter of fact Fortera has charged my account a total of $4371.00 in NSF fees for the year and it is only August, does that not seem a little much? That is 546.38 a month, and no I am not saying that some of those weren't correct but I can guarantee that most of them are from them charging the fee before you ever go negative. Fortera has a history of charging NSF fees of $31.00 before your account ever goes in the negative. The only reason it goes in the negative is because of the NSF fees that they charge. In the 2 days above I was charged $370.00 in NSF fees, which has cost me a bounced check in the process. I had deposits go in on both days that I was charged the fees, which was pointless because by the time the deposits went in they had already charged the fees which made my account go negative. They are stealing money from people and getting away with it. It is really a shame with everything from COVID-19 and everything going up in prices that they can do this to people. I have been with this bank for years and the first time this happened to me they were very helpful and refunded me the NSF fees back, however, now they refunded 3 which was $93.00, nothing compared to the $370 they stole. I reached out to them and tried to talk, they are unfriendly and do not think that they should have to do anything to help. I will be recommending people to NOT open a checking account here and I will be looking for a bank that actually cares about their customers and doesn't try to keep them in the negative.

  

  Business Response

  Date: 08/29/2022

  Business Response /* (1000, 5, 2022/08/22) */ Thank you for logging your complaint through the Better Business Bureau's website. Your complaint was forwarded to us at Fortera Credit Union and we will conduct research into your issue. Due to the sensitive nature of the information, we are required to send you a mailed response rather than post our response through the BBB website. This letter will be sent via USPS and you should receive it by the end of next week.

• Initial Complaint

  Date:08/11/2022

  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 have called them multiple times reguarding my issue and every time they can't seem to help. I have had the money in my bank account trying to pay my vehicle loan. I pay online by logging into my bank within express pay I choose my checking account and it gets kicked back every time. I call and they can't give me a valid reason or resolve my issue. All they claim is "oh we can take a phone payment by debit card but it will be a $10 surcharge" just take my money so I can pay my loan. I just don't understand why the representatives can't help me especially when I am gone for a month at a time without my phone how am I supposed to schedule a payment if they can't even help me add a 3rd party account because I don't bank with them or set up some type of autopay. I am very frustrated with this entire situation and I am going to be fuming if it effects my credit statement due-to negligent employees who won't / don't want to help.

  

  Business Response

  Date: 08/18/2022

  Business Response /* (1000, 5, 2022/08/12) */ Thank you for logging your complaint through the Better Business Bureau's website. Your complaint was forwarded to us at Fortera Credit Union and we will conduct research into your issue. Due to the sensitive nature of the information, we are required to send you a mailed response rather than post our response through the BBB website. This letter will be sent via USPS and you should receive it by the end of next week.