Complaints

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

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ORNL Federal Credit Union has 33 locations, listed below.

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  ORNL Federal Credit Union

  221 S Rutgers Ave Oak Ridge, TN 37830-6770

  
• 

  ORNL Federal Credit Union

  8712 Kingston Pike (West Knoxville Branch) Knoxville, TN 37923

  
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  ORNL Federal Credit Union

  373 S. Illinois Avenue (Wal-Mart Oak Ridge Branch) Oak Ridge, TN 37830

  
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  ORNL Federal Credit Union

  895 Highway 321 North (Lenoir City Branch) Lenoir City, TN 37771

  
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  ORNL Federal Credit Union

  4510 E. Emory Road (Halls Branch) Knoxville, TN 37938

  

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:01/15/2025

  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.

  May 1st 2024 was the date of the merger between ORNL and Lowland Credit Union. I had a credit card with LCU and an interest rate of 7%. The LCU account was set to auto draft. ORNL took over and put the credit card on my report without removing the LCU. Both credit cards have shown varying balances over the last several months and totaling more than the original LCU because it’s on there twice. The ORNL account has shown late payments while the LCU account has been up to date. My credit score was over 700. I have been calling ORNL for months as well as going in to sign a paper so they can “fix it.” I can’t count how many times I’ve been told that this has happened to a lot of people and they don’t know how to fix it. Not only have they affected my credit score by showing (or leaving) an additional account and showing late payments on one but they have cost $30k in my American Express and Discover card. I had 100% payments on time and did nothing wrong. Their negligence has resulted I severe deterioration of my credit score due to no fault of my own. I have called them countless times and been promised fixes for months. They’ve done damage to my credit that now can’t be easily undone. I won’t be able to refinance my car or home as interest rates come down. As a result of their negligent “typo” (as their own employees have called it, my years of on time payments and credit are destroyed.

  

  Business Response

  Date: 01/30/2025

  Thank you for sharing the consumer's comments and contact information.  At ORNL Federal Credit Union (ORNL FCU), member privacy is of utmost importance; therefore, we can neither confirm nor deny that the person noted is a member of ORNL FCU.  In consideration of member privacy and the law, we cannot respond to any other statement in your letter.  However, addressing the concerns of our members is one of our greatest priorities.  We have responded directly to the consumer with the contact information provided.
  

  Customer Answer

  Date: 02/06/2025

  A good faith effort? They illegally added an ORNL account without closing the LCU account causing double the debt on the credit report. They then counted the ORNL loan late while the LCU account was on auto draft. They fixed the late payments but not until it was too late. It caused such a dramatic drop in credit score based on inaccurate information relating to double the debt and late payments that $30k in credit lines was lost. THEN to make it even better, the ORNL account gets on the autodraft and they report the LCU account 30 days late. 100% on time payments and years of hard work destroyed in a few clicks. We never banked with ORNL. We banked with LCU. The accounts should’ve simply rolled over. They didn’t. Why don’t you research the Fair Credit Reporting act before jumping to conclusions. Review section 623. Continued inaccurate reporting has real consequences for real people. We aren’t the only ones. They’ve done this to plenty of people with car loans. They continue to manipulate the credit report. Obviously the left hand doesn’t know what the right is doing. Decreased credit score, 30k in credit lost because of negligence. The fact that it’s happened to many more LCU customers indicates it wasn’t a one time accident. It’s negligence. They knew it was a problem for customers MONTHS ago and haven’t mitigated it.

• Initial Complaint

  Date:10/21/2024

  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 vehicle in TN. ORNL is my lender. I have an active account on a Hyundai Sonata that I make payments to monthly. I have been actively making payments to this account for years. I have now been blocked from making a digital payment on my account. I have also been blocked from making a payment or obtaining any resolution on making a payment with ORNL's customer service department. I have been trying to make a payment for over a week. I was informed by the agent I spoke with today that he cannot accept a payment on my account until I speak with someone in "collections". This account on the Hyundai Sonata is in good standing and isn'tin collections. Now, my account may fall into default since I am being actively blocked to make a payment.

  

  Business Response

  Date: 11/04/2024

  Thank you for sharing the consumer's comments and contact information.  At ORNL Federal Credit Union (ORNL FCU), member privacy is of utmost importance; therefore, we can neither confirm nor deny that the person noted is a member of ORNL FCU.  In consideration of member privacy and the law, we cannot respond to any other statement in your letter.  However, addressing the concerns of our members is one of our greatest priorities.  We have responded directly to the consumer with the contact information provided.

  Customer Answer

  Date: 11/18/2024

  ORNL has reported our last payment as late on our credit report. I will open a new complaint since this was not appropriately resolved. I was not able to make a payment on my car loan because the company blocked our ability to pay online or by phone. 

• Initial Complaint

  Date:07/29/2024

  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 was charged 1,397.00 on debit card for a transaction that I did not make or approve. My bank, ORNL Federal Credit Union, denied my claim saying that I approved or benefited from this transaction. I disagree with this and would like to have this amount credited back to my account. **** *********** *** ** ********* ** **** ******** ********* ***

  

  Business Response

  Date: 08/13/2024

  Thank you for sharing the consumer's comments and contact information.  At ORNL Federal Credit Union (ORNL FCU), member privacy is of utmost importance; therefore, we can neither confirm nor deny that the person noted is a member of ORNL FCU.  In consideration of member privacy and the law, we cannot respond to any other statement in your letter.  However, addressing the concerns of our members is one of our greatest priorities.  We will respond directly to the consumer with the contact information provided.

  Customer Answer

  Date: 08/14/2024

  
  Complaint: 22061150
  
  I am rejecting this response because:

  I have been contacted by ORNL asking me to contact them by phone to discuss the issue. I am out of the country and unable to call but told them I was available by email or message. The fact is still the same, I did not authorize or benefit from the transaction in anyway and feel that I should be refunded the amount. I am not satisfied with this issue at all. 
  
  Sincerely,
  
  ****** ********

  
  

• Initial Complaint

  Date:07/08/2024

  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.

  The bank app for ORNL does not work properly. It lets you lock your card for security purposes but sometimes you cannot unlock the card! Leaving me stuck on the side of the road with no gas for hours on end... If you try to call them to get it right they are so stupid they hang up on you or just put the phone down and never return to it.. or are just too outright stupid to understand what you are talking about!!! Switching banks..

  

  Business Response

  Date: 07/18/2024

  Thank you for sharing the consumer's comments and contact information.  At ORNL Federal Credit Union (ORNL FCU), member privacy is of utmost importance; therefore, we can neither confirm nor deny that the person noted is a member of ORNL FCU.  In consideration of member privacy and the law, we cannot respond to any other statement in your letter.  However, addressing the concerns of our members is one of our greatest priorities.  We will respond directly to the consumer with the contact information provided.

• Initial Complaint

  Date:06/07/2024

  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.

  We applied for a helioc loan we put the amount we wanted in the spending account to pay bills. They the bank chose to take the money from the primary heloc not the spending account without consent us. Which is illegal we signed nothing to allow them to choose the primary loan amount. They intentionally did this without our consent

  

  Business Response

  Date: 06/14/2024

  Thank you for sharing the consumer's comments and contact information.  At ORNL Federal Credit Union (ORNL FCU), member privacy is of utmost importance; therefore, we can neither confirm nor deny that the person noted is a member of ORNL FCU.  In consideration of member privacy and the law, we cannot respond to any other statement in your letter.  However, addressing the concerns of our members is one of our greatest priorities.  We will respond directly to the consumer with the contact information provided.

• Initial Complaint

  Date:04/02/2024

  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.

  Nov 2, 2023 I contacted ORNL to voluntary surrounded my Dodge Ram Truck. Blew engine while hauling my camper and would cost over $10,000 for repairs. Had truck less than 1 year. (The Ford dealership refused to address the issue. The previous owner traded in the truck and told the salesperson the truck overheats when hauling a camper. But the dealership did not inform me of preexisting issues with the truck). ORNL said they took possession of the truck on Nov 28,2023 my credit scores were in the 760's. According to the law the following steps should have been taken. Debtor voluntarily surrounded a vehicle, Creditor picks up truck, creditor notifies debtor of upcoming resale of vehicle, the creditor resales the vehicle and sends out a delinquency letter to debtor. The debtor settles with the creditor. On Feb 27, 2024 ORNL reported to credit bureau's I was 30 days late. My credit score fell -71 points. After the fact, 2 weeks later, On March 15, 2024 ORNL sends me the deficiency letter of what I owe after the truck resale. ORNL did not contact me or inform me of the scheduled date, location, or time of the resale of the truck. Even though they were recorded by law. ORNL did not sale the truck at a commercial action / place. Even though required by law. ORNL did not resale the truck at a reasonable price even though required by law. They sold the $30,000 truck with all so-called fees owned for only $6,500. I contacted ORNL several times since my voluntary surrounded. I contacted ORNL on 032524 requesting the Delinquency letter and reported to them all the issues they have violated since my surrounding the truck. They did everything wrong, and it was looking like I was the bad guy. On March 26, 2024 I contacted ORNL yet again. Requesting why they did not notify me before the resale of the truck. Also, for an amortization of the $6,500 sale of the truck including so called fees. They said they would get back to me. Friday 0329,2024 yet again contacted ORNL to get the answers they owed me. We are working on it, we will contact you. On 033024 ORNL reported to credit bureau's that I was now 60 days late on payment. Another -65 points on my credit scores. On 040224 Again contacted ORNL to find out why they keep screwing me over and where were the answers they still owed me. All they could say we were working on it. Their left hand is not talking to their right hand. Late March 2024, ORNL sends me a delinquency letter about my late payments even though their right hand sends out a deficiency letter after the vehicle sale........

  

  Business Response

  Date: 04/16/2024

  Thank you for sharing the consumer's comments and contact information.  At ORNL Federal Credit Union (ORNL FCU), member privacy is of utmost importance; therefore, we can neither confirm nor deny that the person noted is a member of ORNL FCU.  In consideration of member privacy and the law, we cannot respond to any other statement in your letter.  Addressing the concerns of our members is one of our greatest priorities.

  Customer Answer

  Date: 04/17/2024

  
  Complaint: ********
  
  I am rejecting this response because: ORNL CU knows my case very well. I have communicated with ORNL CU reps ****** ******* ***** ***** ** ******* ****** ** *********** ******* **** *n 032524. They violated the law and my wrights by not notifying me of the resale of the vehicle. They violated the law and my wrights by not selling it in open sale. they violated the law and my wrights by not selling the vehicle at a reasonable price. They sold the $30,000 truck for just $6500. They falsely reported to the credit bureau I was late 60 days when in fact they received my answer on the deficiency letter and the facts listed on the violations. Come May 1st, 2024 they will report that I am 90 days late to the credit bureau.
  
  Sincerely,
  
  ******* *** **

• Initial Complaint

  Date:03/25/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a member of ORNL Federal Credit Union. Earlier today I called their main customer service number 1-800-676-5328 and no one was able to resolve a simple issue I had with their online banking website. I am skeptical about this telephone number and the representatives I spoke with because I kept getting transferred to the automated directory by each and every person I spoke with. I spoke with about 9 different people and most of them were rude, unprofessional and uncaring. I have a mental disability and I have been a target of similar scams in the past and these people now have all of my personal financial information. Will you please investigate this and notify me about what I need to do in order to stay protected. Thank you for your time.

  

  Business Response

  Date: 04/01/2024

  Thank you for sharing the consumer's comments and contact information.  At ORNL Federal Credit Union (ORNL FCU), member privacy is of utmost importance; therefore, we can neither confirm nor deny that the person noted is a member of ORNL FCU.  In consideration of member privacy and the law, we cannot respond to any other statement in your letter.  However, addressing the concerns of our members is one of our greatest priorities.  We will respond directly to the consumer with the contact information provided.
  

  Customer Answer

  Date: 04/06/2024

  
  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:02/19/2024

  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 had a charge off from ORNL reported to all 3 credit bureaus and then sent to a collection agency. I paid the collection agency in full the first week of December 2023. I have the letter from the collection agency that states the balance had been paid and the debt has been resolved. However ORNL refuses to remove the charge off from my credit report. I have talked to the collection agency numerous times and have had them resend the letter to ORNL, and they have twice. I have talked to people at ORNL on 3 separate occasions. Every time I talk to them they have never heard of the issue and have to back through the chain of trying to get them to remove it. Every time I’m assured that someone will call me back the same day or the next day, and I never get a returned call. This is more unprofessional business I have ever dealt with. I’m requesting that ORNL remove the charge off immediately as I have fulfilled my financial obligation.

  

  Business Response

  Date: 02/28/2024

  Thank you for sharing the consumer's comments and contact information.  At ORNL Federal Credit Union (ORNL FCU), member privacy is of utmost importance; therefore, we can neither confirm nor deny that the person noted is a member of ORNL FCU.  In consideration of member privacy and the law, we cannot respond to any other statement in your letter.  However, addressing the concerns of our members is one of our greatest priorities.  We will respond directly to the consumer with the contact information provided.

  Customer Answer

  Date: 02/29/2024

  
  Complaint: ********
  
  I am rejecting this response because: it is a poor excuse to avoid publicly accepting responsibility for your poor business practices. 

  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:11/07/2023

  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.

  On October 29th I received a notification for a fraudulent transaction posted to my account. I called the number listed in the email to dispute the transaction. I talked to a representative and received a case number at the end of my call. On November 7th I hadn't received my funds so, I called again. The representative proceeds to tell me there was never a dispute filed. However one part of the dispute was. The transaction for "codashop.com" never went through my account. I am waiting to give birth any day now and it is tiresome having to make sure someone else's job is done right. I would really appreciate it if I didn't have to jump through hoops to have what belongs to me.

  

  Business Response

  Date: 11/08/2023

  Thank you for sharing the consumer's comments and contact information.  At ORNL Federal Credit Union (ORNL FCU), member privacy is of utmost importance; therefore, we can neither confirm nor deny that the person noted is a member of ORNL FCU.  In consideration of member privacy and the law, we cannot respond to any other statement in your letter.  However, addressing the concerns of our members is one of our greatest priorities.  We will respond directly to the consumer with the contact information provided.

• Initial Complaint

  Date:06/28/2022

  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.

  On June 3rd 2022 I use my debit card to pay my phone bill that was due June 4th it declined several times. My phone got disconnected until I was able to gain access by transferring funds to my cash app to pay the bill. It also stopped me from driving for bite squad and caused loss of income. Then again on June 7th had to transfer funds from my account I still had no access to my funds using my card. This continued periodically till June 16th I went into Food city to get food at the check out my card declined once again I tried to do a transfer and it also declined. At this time I had $565.27 in my account and had absolutely no access to. I called customer service who told me that it was an issue only the tech dep. Could handle they would call me at a later time. Here I was no way to pay for the food my gas light was on no way to uber home to my kids. Completely embarrassed. I had to barrow money from cash app. that included interest and fees. June20th I was making my deliveries and stopped for gas and had the same problem. No access to funds called customer service i got hung up on so i called back After hours of fighting with a supervisor and waiting I was only able to use the debit function on my card that resulted in me not getting my discount on gas with drive buddy. I also had a scheduled card payment for $80.92 on June 2nd for AT&T that was returned now have to pay return fees, late fees and reconnection fee. For the entire month of May i had no access due to a new app and the old one not working that resulted in late fees and return fees as well for AT&T. I am now in financial ruin due to their card management feature failure and new mobile app. On June 16th I requested a transfer to my chime for $200 that was not deducted from my balance until June 21 after making me making a $274.27 transfer to cash app thinking that's what I had left in the bank now my account is $-200 to start me off in July. I tried to screen record call but was blocked. Shame ORNL

  

  Business Response

  Date: 08/10/2022

  Business Response /* (1000, 7, 2022/07/13) */ Thank you for sharing the consumer's comments and contact information. At ORNL Federal Credit Union (ORNL FCU), member privacy is of utmost importance; therefore, we can neither confirm nor *** that the person noted is a member of ORNL FCU. In consideration of member privacy and the law, we cannot respond to any other statement in your letter. However, addressing the concerns of our members is one of our greatest priorities. We will respond directly to the consumer with the contact information provided. Consumer Response /* (3000, 9, 2022/07/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is not a resolution. They stated they can not disclose if I am or am not disclose if I'm a member or not. Then it says. We will contact our member through the information provided but I have not gotten anything from them. I have checked emails as well as mail to my house and voice mails. It would be really nice if they would just go ahead and solve the problem instead of writing none sense to blow everyone off.. Business Response /* (4000, 11, 2022/07/21) */ Thank you for sharing the consumer's comments and contact information. At ORNL Federal Credit Union (ORNL FCU), member privacy is of utmost importance; therefore, we can neither confirm nor ** that the person noted is a member of ORNL FCU. In consideration of member privacy and the law, we cannot respond to any other statement in your letter. However, addressing the concerns of our members is one of our greatest priorities. We will respond directly to the consumer with the contact information provided.