Business Profile

Credit Union

University Federal Credit Union

Complaints

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

Customer Complaints Summary

40 total complaints in the last 3 years.
10 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.

Initial Complaint
Date:03/03/2025
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.
How can bank do ***** like that took , took some check twice of my bank account , month later ? Is big check not small . I called them they will look into and get back to you? After they left my account with no money ?, last week they took my car payment twice in a week and my car payment is a $ 1200 +1200 what is going on with you, Ufcu ?
Business Response
Date: 03/11/2025
March 10, 2025

Better Business Bureau
********************************************************************
****************

Re: Complaint ID ********

Dear Member,

I hope this message finds you well. I wanted to address your concern regarding an item that was cleared twice from your account. On January 27, 2025, the payee of check number 292 presented it for deposit at *******************. Unfortunately, the same check was presented again on February 28, 2025, at ***************. Our system does not detect duplicate presented items as we have no way of knowing if a payee will deposit the item at different financial institutions.

We sincerely apologize for any inconvenience this may have caused you. We understand how frustrating this situation can be and have already corrected your account to reflect the accurate balance.

Thank you for your understanding.

Sincerely,
*** *******
Money Movement Assistant Manager
**************

Empowering our Members to achieve financial success and brighter futures
Initial Complaint
Date:01/02/2025
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 not accountable for the debt asserted by UNIVERSITY FED CR UN. I have no agreement with UNIVERSITY FED CR UN, and they have not furnished the original contract as requested.
Business Response
Date: 01/09/2025
January 8, 2025

Better Business Bureau
********************************************************************************************************

Attention: Re: Complaint ID ********
Dear Member,
Thank you for reaching out to us regarding your recent concern.We understand that this can be a frustrating situation and appreciate the opportunity to address your issue and provide clarity on the matter.
After carefully reviewing our records regarding the two loans indicated in your letter, we have confirmed that all relevant documents bearing your signature, including loan applications, loan disclosures, loan terms, and loan & security agreements, are in our loan records. You would have received copies of these items at the time of each loans origination however,we understand that keeping track of these documents can be challenging and are sending additional copies to the address we have on file for your convenience.
Based on our review, UFCU concludes:
1. Both loans were opened at your request and legitimately originated in your name.
2. Our reporting to the national consumer reporting agencies (****, or Credit Bureaus) has been accurate since the loans origination dates. No changes to that reporting are warranted.
We encourage you to review the loan records and contact us if you have further questions or concerns.
Thank you for your understanding and cooperation, we appreciate your membership.
Sincerely,
**** *******
Director, Collections
UFCU
Initial Complaint
Date:12/23/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am concerned about UFCU's dispute process. Currently, UFCU requires documentation to be faxed or mailed, as they lack an email address or an online portal for customers to upload supporting documents for their dispute cases. In the past, I have lost money because I faxed and mailed information only to be informed by the disputes team that they never received it. I would be willing to pay extra for certified mail, but the disputes team did not receive those documents either.I currently have four open dispute cases. On December 13, 2024, I went to my local UFCU branch, where an employee faxed my documents. The employee later emailed me to confirm that the fax had gone through successfully. However, I was told they had not when I called the UFCU card members' disputes team a week later to check if they had received the fax.On December 20, 2024, I emailed the same UFCU employee to inform her what I had been told and asked if she could resend the fax. She promptly did so, and I received another email confirming that the fax went through. Each time I speak with the UFCU card members' disputes department, I am asked to verify the fax number, which I have confirmed is correct. This situation is frustrating; I refuse to mail anything or visit another location to have these documents faxed since it would cost me money that UFCU will not reimburse.I am looking for some compromise here. I have repeatedly raised concerns about how outdated UFCU's dispute process is, but nothing has improved. I only receive apologies without any further action. This bank used to be great many years ago but has declined significantly. The dispute case numbers are *********************0, **********, and **********. I made sure to write my name on each cover letter along with the case numbers.
Initial Complaint
Date:12/11/2024
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.
12/01/2024 wrongfull information on my credit reports all 3 with the information from University FCU, including lack of information various and ramdon amounts with no account number and or reasoning why this is on my credit reports
Business Response
Date: 12/20/2024
December 20, 2024

Better Business Bureau
********************************************************************************************************

Re: Complaint ID ********

Dear Member,
Thank you for reaching out to us regarding your recent concern. We appreciate the opportunity to address your issue and provide clarity on the matter.
After a thorough investigation,we have determined that our credit reporting related to the above referenced complaint is accurate. UFCU has reported the loan's status to the credit bureaus in accordance with the Fair Credit Reporting Act (FCRA). The **** governs how financial institutions like UFCU furnish data to the credit bureaus. Among other requirements, furnishers of data are prohibited by the **** from providing inaccurate information to the credit bureaus. We believe that both our past and current credit reporting is accurate.
We understand that credit reporting can be a complex and sensitive issue. We encourage you to contact us if you have questions or require additional information. We are committed to ensuring that your concerns are fully addressed and that you have a clear understanding of the situation.
Thank you for your understanding and cooperation.
Sincerely,

**** *******
Director, Collections
UFCU
Initial Complaint
Date:12/11/2024
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 not liable for this debt with ufcu , I do not have a contract of with ufcu they did not provide me with the original contract as requested
Business Response
Date: 12/20/2024
December 20, 2024

Better Business Bureau
********************************************************************************************************

Re: Complaint ID ********

Dear Member,
Thank you for reaching out to us regarding your recent concern. We appreciate the opportunity to address your issue and provide clarity on the matter.
We have investigated this matter on several occasions. Our records confirm credit reporting related to the above-referenced complaint is accurate. UFCU has reported the loan's status to the credit bureaus in accordance with the Fair Credit Reporting Act (FCRA). The **** governs how financial institutions like UFCU furnish data to the credit bureaus. Among other requirements, furnishers of data are prohibited by the **** from providing inaccurate information to the credit bureaus. We believe that both our past and current credit reporting is accurate.
We understand that credit reporting can be a complex and sensitive issue. We encourage you to contact us if you have questions or require additional information. We are committed to ensuring that your concerns are fully addressed and that you have a clear understanding of the situation.
Thank you for your understanding and cooperation.
Sincerely,

**** *******
Director, Collections
UFCU
Initial Complaint
Date:10/10/2024
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.
Issue with University Federal Credit Union (UFCU)
Business Response
Date: 10/15/2024
October 15, 2024

Better Business Bureau
1805 Rutherford Lane Ste. 100
Austin, TX 78754

Re: Complaint ID 22407070

Dear Mr. Podolnick,

We have received and reviewed your complaint to the Better Business Bureau and the surrounding circumstances. While we would prefer not to discuss your current financial affairs in a public forum, self-imposed factors were the fundamental cause of your current situation – many of which you outlined in your letter – not the actions of UFCU. We would, however, like to assist you by re-providing the resource to Connect ATX.

First, as evidenced by the letter you provided dated 09/05/2024, your loan was in “severe” delinquent status prior to the events alleged in your compliant, which UFCU in no way caused. Notwithstanding, you state that you have regularly made arrangements with your lender for late payments due to the fact that your payments are due on the 25th of each month, and you are paid on the 1st or 3rd of the month. Even if you are paid up to three weeks prior to the due date of your particular loan payment, said payment is an obligation you are aware you must meet each month in order to meet the contractual obligations you made with your lender. Many lenders will allow for movement of due dates to accommodate the borrower, and they will also accept early payments.

You did request that UFCU temporarily increase the amount of courtesy pay on September 14, 2024, at 12:25 pm. However, this was after your lender had already attempted the debit card payment twice, first at 10:57am and again at 12:21 pm. The temporary increase was approved for twenty-four hours as a courtesy and expired September 15, 2024 at 12:25 pm. However, the next and final attempted debit card transactions by your lender occurred on September 16, 2024: first at 8:40am and a second at 9:19am.

While we continue to acknowledge that a mistake was made regarding your checking account number on September 19, 2024, UFCU disputes that your checking account number was the reason for repossession. Your lender did not attempt the payment past the date of September 16, 2024, by debit card or by ACH/account number. Further, you have access to your account information – including your account number at all times – through the online banking portal.

UFCU further disputes that we do not care about you or the situation. UFCU provided you with $100, as well as partnered you with management and lending officers to discuss your concerns. As earlier mentioned, we are providing the resource to Connect ATX. Please visit https://unitedwayaustin.org/connectatx/ for more information.

We appreciate you reaching out to notify us of your experience and appreciate the opportunity to resolve the situation.

Sincerely,
Rebecca Rios
Branch Manager
Customer Answer
Date: 10/16/2024
Complaint: 22407070

I am rejecting this response.
Please read and review my comments in the attachment. It explains just about everything.

Regards,

Jay Podolnick
Initial Complaint
Date:09/23/2024
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.
UFCU Mobile App has is consistently inoperable and therefore consistently leaves me unable to access my banking funds or pay my bills. This issue has been going on for quite sometime and UFCUs responses are unacceptable and they have been unable to provide a consistent stable mobile app.
Business Response
Date: 10/09/2024
September 25,2024

Better Business Bureau
********************************************************************
****************

Re: Complaint ID ********

Dear Member,

Thank you for bringing your concerns to our attention. We sincerely apologize for any inconvenience experienced by the lack of mobile access to your accounts.

We strive to maintain 100% uptime for UFCU Mobile but periodically perform system maintenance activities that can leave the app inaccessible. We proactively communicate any expected maintenance windows via our public website, UFCU.org.Additionally, we schedule any extended maintenance windows during off peak hours to limit disruptions.

We appreciate the opportunity to address your concerns and provide additional detail on this matter.

Sincerely,
****** *****
Sr. Manager of Digital Experience
Customer Answer
Date: 10/10/2024
Complaint: 22323851

I am rejecting this response because: there are larger issues with this app than are being discussed.

Regards,

****** ******
Business Response
Date: 10/18/2024
October 17, 2024

Better Business Bureau
********************************************************************
***************

Re:Complaint ID ********

Dear Member,

Thank you for reaching out to UFCU regarding your recent experiences with our mobile app. I understand how frustrating it can be to adapt to a new system and sincerely apologize for any inconvenience this has caused.

We have attempted to reach you by phone on 10/11/2024, 10/15/2024, and 10/16/2024 to better understand your concerns and assist you with any obstacles you are encountering. Unfortunately, we have been unsuccessful in connecting with you. I certainly understand that this platform is a big change from our previous one and we want to do all that we can to help members transition as easily as possible by providing excellent service.

We would appreciate the opportunity to address your concerns regarding our systems and hope to hear from you in the future. Please contact us at ************ during business hours so we can assist you further.

Thank you for your membership.

Sincerely,
****** *******
Senior Operations Manager
Initial Complaint
Date:09/23/2024
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 have Business account I do deposit weekly almost 20 k I file dispute **** charges, but they never did they not give me any reason why. A company was charged me daily and they dont dont want refund so I file dispute . Use good bank with this new update a always the app down
Business Response
Date: 10/09/2024
September 25, 2024

Better Business Bureau
********************************************************************
****************

Re: Complaint ID ********

Dear Member,

On July 18, 2024, we received your *** dispute request involving eighteen separate *** transactions that had been posted to your account. Regrettably, sixteen of these transactions fell outside the sixty-day timeframe stipulated by ***** Operating Rules and Guidelines,rendering them ineligible for return.

During your conversation with our member service representative, you mentioned your partnership with the organization charging your business account and that you were supposed to be charged only 15% per sale. Our representative recommended placing a stop payment on this merchant and discontinuing their services, as they were not complying with the agreement you had with them.

On July 29, 2024, a UFCU employee informed you that only two of the *** transactions could be reversed due to the time constraints. You acknowledged this information and thanked the representative before ending the call.

Unfortunately, Business Members do not have the same debit protections as consumers. Therefore, we recommend monitoring your business account daily to promptly report any unauthorized activity. We advise addressing this issue directly with the merchant and requesting copies of your original agreements in writing, and asking them to refund charges that did not comply with the agreed terms and conditions.

Thank you for allowing us the opportunity to address your concern and clarify the details regarding your *** transactions.

Sincerely,
*** *******, AAP
Money Movement Assistant Manager
Initial Complaint
Date:08/26/2024
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 not liable for this debt with UNIVERSITY FED CR UN, I do not have a contract with UNIVERSITY FED CR UN, they did not provide me with the original contract as i requested.
Business Response
Date: 08/30/2024
August 28, 2024

Better Business Bureau
***********************************************************************************
***************

Re:Complaint ID ********

Dear Member:

We have thoroughly reviewed our records with respect to the above-referenced matter. Within the last 12 months, you have submitted more than a dozen disputes through the national consumer reporting agencies (CRAs or credit bureaus) alleging several different reasons why University Federal Credit Union (UFCU) should remove credit reporting associated with the underlying credit transaction. As is our responsibility as a furnisher of information to the ***** we conducted an investigation in response to each dispute. We reached the same conclusion for each investigation: credit reporting by UFCU accurately reflects our records pertaining to loan origination and loan servicing.

We believe we are in full compliance with all applicable federal and state law with respect to the origination, billing, and reporting of your loans. Our records reflect evidence of your request for the credit transaction, your signature on the original payment instrument, and multiple transactions made by you subsequent to the opening of the credit transaction which is the subject of this BBB Dispute. In the absence of further information or credible evidence of fraud, we must conclude our reporting remains valid.

We have attached to this response a copy of the original payment instrument bearing your signature. Please review and let us know if you have questions,concerns, or if you need additional information or assistance.

Sincerely,
***********************
Director, Collections
Initial Complaint
Date:06/28/2024
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.
On July 3rd, 2023 I settled three old accounts ***************, 0002, 0003) by paying $6,000. I was told that once these tradelines were paid and settled, University FCU would delete the tradelines from Transunion, Experian and Equifax. That was part of my settlement. However, it's almost been a year now and these derogatory accounts are still reporting on my credit. All three tradelines need to be deleted immediately as per our agreement when I settled the debt with University FCU. I have attached the settlement below.
Business Response
Date: 07/01/2024
July 1, 2024

Better Business Bureau
***********************************************************************************************************************

Re: Complaint ID ********

Dear Member,

We have reviewed our records, and those of our servicing agent (******* and ******** PC) related to the loan settlements referenced in the above complaint; and find the settlements were conducted in accordance with applicable law and University Federal Credit Unions (UFCU)policies and procedures. In particular, we confirm credit reporting was updated July 18, 2023, to reflect the loans status as Settled: Account Paid in Full for Less Than Full Balance.

We can find no evidence that either UFCU or ******* and ******** informed you that University FCU would delete the tradelines from Transunion, Experian and Equifax. This finding is in compliance with the federal law (the Fair Credit Reporting Act or FCRA)governing the furnishing of data to national consumer reporting agencies (CRAs, or credit bureaus); and the agreements UFCU has with the CRAs.Deleting tradelines is a violation of the ***** our agreements with the CRAs and our own commitment to compliance with all applicable law and regulation as well as our internal policies and procedures.

We are unsure how you came to understand UFCU would delete tradelines in consideration of settlement payments. We do not find evidence of conversation or correspondence on this topic between you and UFCU or our agent ******* and ********. As noted above, such a quid pro quo arrangement is prohibited by the federal *****agreements between UFCU and the CRAs and our own policies and procedures. We sincerely regret the misunderstanding and any inconvenience it may have caused you.

Sincerely,

***********************
Director,Collections
University Federal Credit Union
*********************************** | **********************

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Complaints

Find a Location

University Federal Credit Union

University Federal Credit Union

University Federal Credit Union

University Federal Credit Union

University Federal Credit Union

Customer Complaints Summary

If you've experienced an issue

Sort by

Complaint status

Complaint type

Initial Complaint

Business Response

Initial Complaint

Business Response

Initial Complaint

Initial Complaint

Business Response

Initial Complaint

Business Response

Initial Complaint

Business Response

Customer Answer

Initial Complaint

Business Response

Customer Answer

Business Response

Initial Complaint

Business Response

Initial Complaint

Business Response

Initial Complaint

Business Response

University Federal Credit Union is BBB Accredited.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

University Federal Credit Union is BBB Accredited.