Complaints

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

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  Eastman Credit Union

  2021 Meadowview Ln Kingsport, TN 37660-7468

• 

  Eastman Credit Union

  4325 West Stone Drive Kingsport, TN 37660

• 

  Eastman Credit Union

  130 West Ravine Street Kingsport, TN 37660

• 

  Eastman Credit Union

  421 North State of Franklin Road, Suite 400 Johnson City, TN 37604

• 

  Eastman Credit Union

  113 Broyles Drive Johnson City, TN 37601

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:11/22/2024

  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.

  Eastman Credit Union approved an auto loan in March 2022 which at the time there were two derogatory marks (one was filed with police department) on my credit where accounts had been re-aged with Experian.Recently I have been getting negatiive feedback from the underwriters in TN about the accounts along with the status of my student loans which I have explained were currently in forbearance due to a court issued injunction: A federal court issued an injunction preventing the U.S. Department of Education from implementing parts of the Saving on a Valuable Education (SAVE) Plan and other IDR plans, including - for example - SAVE's monthly payment formula and loan forgiveness under SAVE, PAYE, and ICR plans. On a most recent I was told it was showing a payment was owed when account is in forebearance. IT HAS BEEN CONFIRMED UNTIL A DECISION IS MADE ACCOUNTS WILL BE PUT IN FORBEARANCE EVERY TWO MONTHS. THIS WILL REFLECT AS THOUGH A PAYMENT IS DUE BUT THE FORBEARANCE TERM IS ENDING AND WILL UPDATE AFTER WARDS. The information you are seeing is not correct and will be updated. I have been denied for personal loans where I could have monthly payments due to the high prices in the economy. I have held an excellent payment history with the business until now when I had to resort to a payday loan. NO EMPATHY OR SYMPATHY. I am sure they have approved customers with more debt to ratio after pulling the customer's credit. I feel this has been a bias decision AND WARRANTS AS A FORMAL COMPLAINT.

  Business Response

  Date: 12/03/2024

  Thank you for contacting Eastman Credit Union.  While we are unable to comment on specific details of your loan application on a public forum, a review of the application confirms the loan was denied for appropriate reasons.  If you would like to discuss these details further, we encourage you to contact us at (800) 999-2328.  

  Customer Answer

  Date: 12/03/2024

  
  Complaint: 22592599
  
  I am rejecting this response because the details for denial of loan have been discussed with representatives at (800) 999-2328 which lead me to filing a formal complaint. I do not agree the denials were based on appropriate reasons. 
  
   
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:11/15/2024

  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.

  I am filing this complaint concerning the inaccurate reporting of late payment by Eastman Credit Union to the credit bureaus. According to their records, a payment is falsely reported as late. These alleged late payment were made on time, yet this incorrect information remains on my credit report, causing harm to my credit score. I demand removal of all this late payment from my report or Eastman Credit Union can face potentially thousands in legal fees if I pursue arbitration.

  Business Response

  Date: 11/18/2024

  Thank you for contacting Eastman Credit Union.  We have completed an investigation into this individual's loan payment history and have determined the information provided to the consumer reporting agencies is accurate.  If he continues to have questions regarding this loan payment history, we encourage him to contact us directly at ***** *********

  Business Response

  Date: 11/21/2024

  This individual failed to make his April 2022 Visa payment as agreed; therefore, his credit report accurately reflects a thirty-day delinquency.  If he would like more information regarding this payment, we encourage him to contact us directly at ***** *********

  Customer Answer

  Date: 11/21/2024

   
  Complaint: ********
  
  I am rejecting this response because: They have provided no evidence of their claim.
  
  Sincerely,
  
  Jeremy *********

• Initial Complaint

  Date:11/05/2024

  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.

  Bank is saying I did make a payment on a vehicle loan since August I have the proof which I showed below the dates are also on the statements below that I have attached I was not even warned that the payments was not going through or I would have resolved it sooner instead I was gave no warning just woke up to the vehicle being took

  Business Response

  Date: 11/12/2024

  Thank you for contacting Eastman Credit Union.  This member’s vehicle was repossessed because he failed to make required payment amounts on or before the date on which his loan payment was due.  If he would like to discuss specific payment details, we encourage him to contact us directly at (800) 999-2328.

  Customer Answer

  Date: 11/12/2024

  
  Complaint: 22516510
  
  I am rejecting this response because: I have proof of where I made the payments on vehicle it’s was $250 a month and that’s what I signed for I do have pictures and proof of it coming out of my bank account and going to Eastman credit union as it was the only loan I have through them. That’s every payment made from August until October. I was also not informed of my payments not going through and the address on my account was completely wrong 
  
  Sincerely,
  
  ******** ******

• 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.

  I purchased a car August 15,2024. I financed it partially through Eastman Credit Union. The car was totaled in Hurricane Helene. Eastman was notified and I got a payoff amount for my insurance company. Eastman never pursued getting the title from the dealership until October 10 after the car had been towed away. I called Eastman on Friday and was told I was speaking to the Title Department. In fact I was speaking to Customer Care. I was told it would be sent to my insurance company on Monday morning. I called this morning and was told it would be handled in 3-4 weeks. I spoke with 4 people who all said they were in the Title Department when in fact only the last person was. Eastman made the loan and never followed up regarding the title and I’m the one making all the calls to try and find out what is going on. They were not the slightest bit concerned that I am without a vehicle and that I can’t get my insurance payment because they can’t be bothered . In addition they were provided paperwork from the dealership on Friday, October 18 and the car has been towed away for scrap

  Business Response

  Date: 10/28/2024

  Thank you for contacting Eastman Credit Union.  We sincerely apologize for any miscommunication between our staff and member.  We made multiple attempts to obtain the title from the dealership who sold the vehicle.  It is our understanding the dealership did not have a clear title when the vehicle was sold to our member, which caused a delay in the dealership’s ability to provide the title to us in a timely manner.  This issue has since been resolved and the dealership has registered the title listing Eastman Credit Union as lienholder.  We are currently awaiting delivery of the title from the dealership and have reached out to the member to offer payment deferral solutions until the insurance process is complete.

• Initial Complaint

  Date:08/12/2024

  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.

  I acquired an RV loan (118635278) from Eastman Credit Union, the loan officer ********* ****** said that there was no penalty to pay the loan off early. I did not purchase the RV, due to failed certified NRVIA inspection. I returned the uncashed certified check to Eastman Credit Union, 4 days after receiving the loan. I was charged $99.09 interest on a loan that was never used. I ask for the $99.09 to be refunded to me.

  Business Response

  Date: 08/12/2024

  Thank you for contacting Eastman Credit Union.  Our loans are not subject to a prepayment penalty or early payoff fee.  Interest accrues on a daily basis; therefore, if your loan paid off four days after it originated, you would owe a small amount of interest for the credit extended to you during those days.  If you have additional questions, please contact us at (800) 999-2328.

  Customer Answer

  Date: 08/13/2024

  
  Complaint: 22123212
  
  I am rejecting this response because: This interest should have been waived with customer delight. $99.09 is not a small amount to me, and the loan check was never cashed. 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:07/08/2024

  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.

  After separating from my physically and financially abusive husband, Eastman credit union refused to take my name off my bank account, giving my ex personal information he didn't have. They refused to close out a credit card I was forced into opening, which he still has. They refused to close out an advance line of credit which he still had access to. They have allowed him to ruin my credit without consequences, as freely as a bird. I've spoken with several bank tellers and bank managers about this issue, explaining the situation and letting them know I'm in the divorce process. They've went so far as to hold him 0% accountable for this financial ruin, and reporting the overdue balance to Transunion and Equifax. This has caused me financial anguish as I've been denied auto loans and even apartments to live.

  Business Response

  Date: 07/12/2024

  Thank you for your feedback.  When obtaining a loan, each individual is held personally responsible for repayment under the terms of the loan contract.  As a result, we are unable to simply remove your name from your loans as requested.  If your ex-husband has been ordered to assume the debt as part of your divorce decree, we recommend he contact us to initiate refinancing of the debt into his name alone.  If we can answer any additional questions, please contact us directly at (800) 999-2328.

  Customer Answer

  Date: 07/22/2024

  No resolution has been made and this needs to be addressed.

• Initial Complaint

  Date:05/22/2024

  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.

  Complaint Regarding the IRS and Eastman Credit Union Hello I am writing to file a formal complaint regarding an issue involving the Internal Revenue Service (IRS) and Eastman Credit Union, located at 20 Volunteer Parkway, Bristol, TN 37620 (Phone: 423.989.4850). On January 28, 2024, I submitted my tax filing for the year. However, due to an error made by my accountant, there was a significant mistake with my account. As a result, the IRS mistakenly sent my funds to an account at Eastman Credit Union that is not mine. On May 1, 2024, both the IRS and Eastman Credit Union were contacted and informed about this error. Both parties acknowledged the mistake and are aware that the account in question is not mine. Despite this, the funds are no longer available, and I have been informed that I must wait until August 22, 2024, for a resolution. This situation is causing me considerable inconvenience and financial stress. I have fulfilled my responsibilities by filing on time and notifying the necessary parties promptly about the error. Given that the mistake has been acknowledged and verified, it is unreasonable to expect me to wait six months for a resolution when the facts are already clear. I respectfully request the Better Business Bureau to assist in expediting this process. A faster resolution is critical, and I hope that your involvement can help ensure that my issue is addressed promptly and fairly. Thank you for your attention to this matter. I look forward to your prompt response and assistance. Sincerely,

  Business Response

  Date: 05/23/2024

  Thank you for your recent inquiry.  Eastman Credit Union deposited the funds in question to the account number provided within our ACH file which you indicated was provided in error by your accountant.  The below is an excerpt from the US Treasury Green Book about tax refunds:

  "The financial institution's responsibility is to post the Direct Deposit payment to the account indicated on the ACH record.  If the funds are posted to a valid account that turns out to be incorrect, the financial institution is not liable to the government for the return of the funds.  If the taxpayer or the taxpayer's agent gave the incorrect account information, neither Fiscal Service nor the IRS will assist the taxpayer with recovering the funds.  The taxpayer is free to pursue civil action.  If, however, the IRS made the error, it will make the taxpayer whole."     

  For further information, contact the IRS at 1-800-829-1040; contact the local IRS District Office, or visit www.irs.gov.  

  Customer Answer

  Date: 05/24/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  This is not my account, and I have never used it in all the years I have been filing. This situation represents a breach of consumer rights. The theft should be reported to the authorities, as I do not know the person involved. If I did, I would have contacted them directly. How can I get the authorities involved if I don't even know who I am dealing with? This is why I have gone directly to BBB for a resolution, since this is a consumer issue.
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 05/28/2024

  Eastman Credit Union has provided account related information to the Internal Revenue Service regarding this dispute.  We encourage you to contact the Internal Revenue Service directly to obtain additional information regarding this transaction.  

• Initial Complaint

  Date:06/01/2023

  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.

  Eastman Credit Union- The account has been re-aged. Experian is reporting the date of the last activity as 04/01/2023 while Equifax is reporting 02/01/2019. This is a clear 4-year difference. This is a violation of reporting. Need I remind you this falsely manipulates the statutes of limitation on when this account is supposed to fall off. The date of the last payment does not match- Equifax is reporting the date of the last payment as 02/01/2019 while Experian and TransUnion are reporting 04/01/2019. If this isn’t reported correctly, then, this means the date of first delinquency is wrong as well as manipulating the statute of limitations. The High Credit does not match- Equifax is reporting a high balance of ********* while Transunion and Experian are both reporting ********** This cannot be correct since you are getting the information from the same place to report this.

  Business Response

  Date: 06/06/2023

  Eastman Credit Union is in receipt of the above referenced complaint.  Please consider this as our response.

  Eastman Credit Union submits a monthly credit reporting file to each of the three consumer reporting agencies.  We are required to follow the Consumer Data Industry Association's Metro II formatting guidelines for the submission of this file.  The same information is reported to all three consumer reporting agencies.  A review of your loan shows each data point has been reported accurately in accordance with the Fair Credit Reporting Act.  Please note that each consumer reporting agency chooses how information is displayed within its particular credit file.  In addition, filing multiple credit reporting disputes may result in data alteration and/or suppression between the consumer reporting agencies.  If you continue to have questions about the information that Eastman Credit Union is reporting, please contact us directly at ***** *********

• Initial Complaint

  Date:04/18/2023

  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 have a bank account with Eastman Credit Union (ECU). On March 30th, 2023, I made contact with ECU by email to request instructions on how to receive an international wire transfer. Based on ECU instructions, the money had to be sent out to *** ******. The transaction was initiated on April 5th accordingly and *** ****** received the money the day after. *** ****** has not released the money to ECU yet. I have tried multiple times to solve this case with ECU. ECU says the money will be on my account once *** ****** releases the money. ECU asked me to wait up to 7 business days which has already passed but does not get in contact with *** ******' wiring department to solve the problem. I feel hopeless and unable to solve this on my own and I need the money to pay hospital bills for my newborn baby. Total amount is $29,024.23. My ECU Memebrship is *********** Attachents: Tracking, SWIFT and Wire instructions received by ECU. Thanks in advance, ******* *******

  Business Response

  Date: 04/18/2023

  Thank you for contacting Eastman Credit Union regarding the above referenced complaint.  Please consider this as our response.

  Our member initially contacted Eastman Credit Union to inquire about receiving an incoming foreign wire into his account.  We provided instructions for the sender to facilitate the wire, which included the SWIFT number of our beneficiary bank (*** ******) as well as final credit information for the deposit once it arrives at the beneficiary bank (ECU’s routing number and our member’s account number).  Unfortunately, the sender did not complete the final credit section of the wire; therefore, when the funds arrived at *** ****** they were unable to determine where to credit them.  Eastman Credit Union’s wire staff advised our member this required section was missing from the incoming wire and requested that he send final credit information to the sender and originating bank in hopes that it would allow the wire to process.  After waiting 5 business days in an attempt to identify final credit information, the beneficiary bank returned the funds to the sender on April 14th due to lack of final credit information.  We recommend the sender of the wire contact the originating bank to check on the status of the returned funds.  If our member has additional questions, we’ll be happy to assist him at any time!  

  Business Response

  Date: 04/19/2023

  Thank you for your additional comments.

  The final credit section must contain either Eastman Credit Union's name OR Eastman Credit Union's routing number AND the name of the account holder and account number of the person at ECU who is receiving credit for the funds.  The wire in question did not contain any final credit information at all, which is why our beneficiary bank was unable to forward the funds to Eastman Credit Union.  

  Customer Answer

  Date: 04/19/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to ********* ** ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ***** ** ******** *******

• Initial Complaint

  Date:03/30/2023

  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.

  Eastman credit union of Bristol va repossessed my truck after i acquired a debt consolidation loan through a separate company due to a missed payment on an unsecured personal loan

  Business Response

  Date: 04/11/2023

  Eastman Credit Union is in receipt of your correspondence regarding the above referenced complaint. Please consider this as our response.

  After numerous attempts to contact this member, Eastman Credit Union exercised our repossession rights due to failure to satisfy multiple loan payments under the terms of his loan contract(s). He notified Eastman Credit Union in December that he was working with a third party for a potential debt consolidation; however, we have received no loan payments or payoff as a result. We encourage the member to contact us directly if he has remaining questions on his account.