Complaints
This profile includes complaints for GECU's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 24 total complaints in the last 3 years.
- 8 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:03/11/2025
Type: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 not liable for this debt with GECU FCU. I do not have a contract with GECU FCU. This account was opened without my authorization and constitutes fraudulent activity. The company has failed to provide any signed agreement or documentation proving that I consented to the opening of this account. Without a valid, legally binding contract bearing my signature, there is no legitimate basis for this account to exist under my name. Therefore, I dispute its validity and request its immediate removal from my records.
Business Response
Date: 03/19/2025
We have attempted to contact Mr. **** directly to discuss his accounts in detail;unfortunately, we have not been able to reach him. GECU would like to communicate with him to gain understanding of his claim.
We do not have any records of Mr. **** requesting copies of documents but would be happy to provide them if needed. We kindly ask he contact our Collections Vice President, ******* ******** at ************** at a suitable time.
GECU's goal is to work with our members and find viable solutions when a member has a unique situation, concern or misunderstanding. That is an important part of our mission and legacy of people helping people.Initial Complaint
Date:03/04/2025
Type: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.
The account opened in 2017 by my ex wife. After my divorce she advise me the the car being financed was in my name and gave the car to me before leaving the county with her new husband. I immediately contacted GECU and in good fair returned the vehicle. There is derogatory remarks of this account that is on my ********************** and I will it to be removed. I have asked for information or even contact by GECU and GECU has failed to do so.Business Response
Date: 03/10/2025
GECU reached out to ************ to discuss the details of his correspondence. ******* ********, Vice President of Collections spoke with Mr. ********* and addressed his questions,provided him copies of requested documents and direct contact information for future reference if needed.Initial Complaint
Date:02/25/2025
Type: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.
For the past two month gecu has been charging me ODP held fun fees. When I got on the phone with them the first time they told me that it was due to not having overdraft protection turned on on my account. I asked the representative if that would solve the issue. She said yes, once you have this you will not receive those held fund fees. She then transferred to another representative to sign the paperwork. After I did, I asked again. Will this solve the issue with the held funds fees? The new agent I was with also assured me this would resolve it. I agreed and they refunded me, admitting fault. For the next following weeks. I kept getting charged every week for a held funds fee. I called again. They were now saying that I was getting the fees because of the overdraft protection and they recommended turning it off!! The exact thing they made me sign just two weeks prior to "fix" the fee issue. I asked to speak to a supervisor. Told her my claim and she refused to refund me. Even though GECU and their lack of training is to blame. I couldn't get a straight answer. The supervisor in question is ******** ID#****. She was rude, demeaning and kept blaming me! Even though I've been talking to different representatives for months at this point, taking their advice and doing what they said to resolve this. After years of using GECU I will be changing banks. This is unacceptable and is blatant theft.Customer Answer
Date: 02/27/2025
I have an update on this complaint:
I received a call from ********. From what I understood is one of the VPs of GECU. She was kind, professional, and extremely helpful in helping me resolve my complaint. She reviewed my calls, did right by me and explained to me how to move forward on top of resolving my issue. I am floored by her customer service and this has renewed my faith in gecu. A ***** difference from the individual I spoke to before. It's a shame that it took a BBB complaint to get it resolved but I'm grateful that they did right by me. There is still growth opportunities in the training of their customer service representatives but overall I'm satisfied with how things ended.
Business Response
Date: 02/27/2025
Mr. ******* was contacted by GECU Vice President,******** ****** regarding his concerns. Mr. ******* was provided with detailed information on how transactions are processed in real time and the need for funds to be available at the time the transaction clears. In addition, several options to process his recurring payments were discussed. He was satisfied with our follow-up and was encouraged to reach out to GECU to discuss any future account inquiries.Initial Complaint
Date:11/27/2024
Type: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.
GECU has locked my account and I have a negative balance. I have sent their Finance Manager an email and he has not gotten back to me about my request about getting the charges on my locked account. I have not been able to receive a response from GECU regarding the negative balance. I want to review the charges to see if I need to dispute anything before paying any money to close my accounts. I have already reached out to GECU and they have been giving me the runaround. They still have not unlocked my account or given me a list of the charges for my review. I want a list of charges that are outstanding before I pay any negative balances and if adjustments need to be made. They need to reverse any fraudulent charges.Business Response
Date: 12/05/2024
****** ********, Vice President of Payment and *************** contacted ************* and provided him with information regarding the questions he had pertaining to his accounts. Mr. ********** concerns have been addressed and he has Amandas contact information in the event he may have any additional questions or concerns.Initial Complaint
Date:11/11/2024
Type: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 come here once a month to make a deposit and on November 1 2024 I went to the ************ location. I wait in line make the deposit at the window with teller on the screen. I was given a receipt for my check. Several days go by the deposit is missing from the account I deposit it in. The party whom I deposit the check into their account said the check was returned not being legible. So how was I able to deposit an unlegible check and get a receipt for? The check was never processed no record of it like it disappeared. I believe someone purposely did this to me from this place. I don't recommend anyone to do any business here. I believe tampering with my check is a federal crime by law.Business Response
Date: 11/14/2024
We reached out to Ms. **** on November 12th to discuss her situation. During the conversation, we provided her with information about the check presentment, clearing, and imaging process. Additionally, we provided her with alternative payment methods to meet her needs. Ms. **** was satisfied with our explanation and follow-up of her concern.Customer Answer
Date: 11/14/2024
I am rejecting this response because:
I'm not satisfied with their explanation at all.Business Response
Date: 11/22/2024
We have reached out to ******* on several occasions to address her concerns however have been unsuccessful in speaking with her. Ms. **** has been provided ****** ********* direct extension to discuss her situation further.Initial Complaint
Date:11/04/2024
Type: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.
GECU let someone from *********, ** steal $24.47 from my checking account at a Target store via ApplePay!This unauthorized transaction appeared as pending on 10/30/2024 when I reported it on that same date. While it was still pending, my debit card used was disabled and GECU let the unauthorized transaction go through! Because of that Trio Apartments is going to evict me for not being able to pay the rent of $810. I only get 3 days to pay this rent. I want the $24.47 back!Business Response
Date: 11/12/2024
**** ******, *************** Supervisor contacted Ms. ****** and provided her information regarding her fraud claim she filed. Ms. ******* concerns have been addressed and she has ***** contact information in the event she has any additional questions or concerns.Customer Answer
Date: 11/15/2024
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.Initial Complaint
Date:08/22/2024
Type: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.
The date of the transaction happened for July 2024. I forgot to make a payment in which the business did not try to reach out to me to collect the payment of my credit card The business GECU Let me the default on the payment. Let my payment default for 60 days and reporting it to the credit bureau. I contacted them asking them. Why wasnt I Notify that I had a late payment and why didnt they try to reach out to me so I can give them the payment? I called the customer service for the ********************** card I asked if they could help me remove this link for my cardio course since I gave the payment and I wasnt notified in the proper time. They said they couldnt help me. I had this credit card for nine years. I have never missed a payment. And instead of taking care of their customers to make sure this isnt effective ********************** score they did nothingBusiness Response
Date: 08/30/2024
GECU reached out to ************** to discuss the details of the correspondence and addressed his concerns. *******************************, Vice President of Collections spoke with **************, he was satisfied with the outcome and was provided with direct contact information for GECU for any future inquiries.Customer Answer
Date: 09/06/2024
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.Initial Complaint
Date:02/21/2024
Type: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 an auto loan with GECU. Originally, the loan was set to be withdrawn on the 1st of each month because I was paid monthly at my place of employment. This however changed, and I'm paid bi-weekly. I called GECU to change my payment date to the 16th of every month. I had to call them 4 times to to get this done because they kept charging me on the first of every month still and causing me to be over-drafted. Now the payments aren't being withdrawn at all and every time I call it takes at least 20 minutes to get a hold of anyone. This is the worst customer service experience I have ever had.Business Response
Date: 02/23/2024
************** was contacted by GECU ******* Center Assistant Manager, *********************, in regards to the automatic payments set up for his GECU auto loan. Mr. ****** concern was resolved and he was provided a detailed explanation of what occurred. He was satisfied with the follow-up and resolution. He was provided a direct extension and email address to the ******* Center Assistant Manager for any future questions or concerns.Customer Answer
Date: 03/07/2024
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.Initial Complaint
Date:10/02/2023
Type: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 name is ********************* and I am writing this complaint on behalf of my mom *********************. GECU has completely taken advantage of my mom and her financial situation. My mom, ********************* is a 67 year old retired women living on her retirement. She earns $1k monthly, however GECU has decided to put her on so much debt without reason. GECU decided to give her a credit card with a 20k open credit and have let her used this card without remorse of how much debt she can get into or how she will be able to pay them back. My mom had also purchased a 2016 ******* Santa Fe back in 2016. She worked really hard to pay her vehicle. However, GECU is holding her title. GECU decided to finance a 2nd vehicle in 2020. At that point my mom was already retired and earned 1k per month. GECU however, decided to finance a 40K vehicle, they made her sign a contract in a language she does not speak (English), they never told my mom she was using her other vehicle as collateral, and they made her attest to a 6k monthly income which she did not earn. They never asked for proof of income, and they still decided to finance her a 40k vehicle. April of this year my mom had to return the vehicle financed in 2020 and she paid off her vehicle from 2016. GECU is now refusing to release her title for her paid off vehicle, they are using harsh, threatening collection techniques, and have caused so much stress to my mom that she has landed in the hospital twice. Her title for her paid off vehicle needs to be released. They completely mislead her and took advantage of her.Business Response
Date: 10/10/2023
We have attempted to contact **************** to address her inquiry; unfortunately, we have not been successful. Our records indicate we have discussed the details of **************** concern with her on several occasions and offered solutions to her which she did not accept. GECUs goal is to work with our members and find viable solutions when a member has a unique situation or concern. We would like to speak with **************** to revisit possible options and hopefully reach a reasonable solution for both parties involved. We ask she contact our Collections Manager, ******************************* at ************** or via email at ********************************************Customer Answer
Date: 10/12/2023
I am rejecting this response because:
GECU never gave any options to resolve issue. I asked to help me with a settlement and they denied threatening to pick up my paid off vehicle saying they could get more from the vehicle than the settlement offer I made. I need my title of my paid off vehicle to be released. They cannot hold on to a title of a vehicle that is paid off. Once again, GECU put me on so much debt by approving excessive amount of loans which clearly didn't match my income. Once GECU releases the title of my PAID off vehicle, I can make arrangements to work a payment plan with them.Business Response
Date: 10/19/2023
**************** surrendered the collateral securing a GECU loan because she stated she could no longer afford the payments. GECU discussed the process of surrendering the vehicle with her at this time and made her aware she would be responsible to pay on any balance remaining once the vehicle sold. At this time she assured us she would satisfy the obligation in full in accordance to her signed loan contract. After the sale of the surrendered collateral was finalized we attempted to contact her to discuss her promise to pay on the outstanding balance for the collateral she surrendered but we were not able to establish an agreement or arrangements. Shortly after this, **************** and her son contacted GECU inquiring about a title. At this time GECU was advised **************** was no longer willing to pay the balance owed. **************** and her son were then advised GECU would not release the title until the balance owed was paid. **************** mentioned she was considering borrowing against the title, selling the unit or trading it in. GECU reassured **************** they would assist her with any one of these options and work with the third party as needed to complete whichever transaction she decided on. She then offered a settlement to pay 55% of the balance owed. GECU did not accept the settlement offer as it is our obligation to collect on money owed to the credit union. We encourage **************** to contact our Collections Manager, ******************************* at ************** or via email at ******************************************* if she wishes to revisit the solutions previously discussed.Customer Answer
Date: 10/20/2023
I am rejecting this response because:
The collateral surrendered has nothing to do with the vehicle that is paid off. We made many attempts to resolve the balance but GECU refused to release a title of a vehicle that is fully paid off! The vehicle paid off was never used as a collateral for any other loans I had. GECU is admitting on putting me on a high amount of debt that according to my income, I could not keep up with. Why would GECU signed off on a 40k plus loan to someone who collects $600 on social security. I was going to find ways to get a loan on my PAID off vehicle but GECU refuses to release my title. I will be more than happy to work an arrangement with them once they release the title for my PAID off vehicle which has nothing to do with the debt.Initial Complaint
Date:08/29/2023
Type: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 received a call on 08/29/2023 by GECU Collections agent by the name of ****. I was advised if I didnt Pay $509 today on a personal loan, GECU would repossess my vehicle. I have never missed or been late on my car payments. Last month I got a called by GECU as I had fallen behind on a separate loan payments due to loss of employment. I explained to them my situation and was told to make a payment of $170 so that they wouldnt repo my car which I did made the payment on 7/31/23 for $170. Today they called me telling me either I pay $509 or they will repo my car.. I asked if they could give me an extension to make the payment in two weeks when I get paid since I just paid my rent and wont get money until 2 weeks and they stated no. $509 is about half of the entire loan. My car is its own loan which is up to date. I have been making payments and they still want to repo my vehicle.Business Response
Date: 09/06/2023
We attempted to contact Mr. ********** via phone and email to address his concerns, however, we were unsuccessful. GECU makes every effort to communicate with our members to provide options and solutions when considering to exercise our right to cross collateralize as stated in our loan contracts. We ask Mr. ********** to contact our Collections Manager, ******************************* at ************** or via email at ******************************************* to discuss this matter further.
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