Complaints

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

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  Virginia Credit Union, Inc.

  PO Box 90010 Richmond, VA 23225-9010

  
• 

  Virginia Credit Union, Inc.

  PO Box 90010 Richmond, VA 23225-9010

  

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:03/12/2025

  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.

  **** charged off a credit card account years ago, got a judgment against me, and allowed me to make payments. I left a toxic work environment in 2023 due to concerns for my mental and physical health. I was unemployed for over a year and could not afford to pay anything more than a mortgage and utilities, depleting my savings. I mailed the credit union to inform them of my situation and never received a response. I started back to work in 9/25, now making $30k less with multiple bills in arrears. Without warning, VACU is now garnishing my wages. I emailed and called to set up a payment plan but have thus far not had anyone to contact me. I did the same when they served the original summons for a judgment and the person who spoke with me refused to make payment arrangements to stop the court proceedings. I dont want to file bankruptcy but may have to since they are garnishing my wages and not returning calls. Im struggling to find additional work to recover the 30k annually I was making at my last job. I am committed to paying my debts, but its just been hard trying to work with the ***** They tanked my credit before and are set to do it again. I will continue trying to reach someone until this goes to court in two days, but I am doubtful they will negotiate.

  

  Business Response

  Date: 03/13/2025

  We are in receipt of this complaint. In the interest of protecting our members privacy, we will address the matter directly via written response. For further information, please contact our member directly.

• Initial Complaint

  Date:03/10/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I find this account to be incorporated with inaccurate information, I strongly believe this to be misleading and misrepresentation of my credit history.

  

  Business Response

  Date: 03/10/2025

  We are in receipt of this complaint. In the interest of protecting our members privacy, we will address the matter directly via written response. For further information, please contact our member directly.

• Initial Complaint

  Date:03/07/2025

  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.

  Virginia credit union put hold on some of my taxes money.

  

  Business Response

  Date: 03/07/2025

  We are in receipt of this complaint. In the interest of protecting our members privacy, we will address the matter directly via written response. For further information, please contact our member directly.

• Initial Complaint

  Date:02/12/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We enrolled in autodraft when we opened the mortgage. We confirmed auto draft three separate times - on the phone with the bank, in the branch office, and via the website and app. We are told it was never setup although we have confirmation. December, we were charged a late fee and discussed with the bank on the phone. What the issue was that we had set up auto draft. They apologized and reverse the charges, and assured us that we were, indeed, set up with auto draft. We just received another letter telling us that we are two months behind on our mortgage, although we were under the impression that we were paying via auto draft. My credit score tanked 108 points from 830 to 722 because of this. We are frustrated because we were told by several employees at every interaction that we had indeed set up auto draft and that everything was complete. It was not until today, that we were told it was not in fact complete although we have evidence on the website and the app that it is. We have paid the two months mortgage, but are not paying the late fee at this moment. We also are having to fix our credit scores through disputes. We had such a wonderful experience, setting up our mortgage and with the employees at the branch. This has been a disappointing turn, and we would like to remain customers as we have put all of our accounts in the ***** hand.

  

  Business Response

  Date: 02/13/2025

  We are in receipt of this complaint. In the interest of protecting our members privacy, we will address the matter directly via written response. For further information, please contact our member directly.

  Customer Answer

  Date: 02/13/2025

  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *********************************************************************************.
  
  Regards,
  
  ****** ***** Guthrie *******
  
  
  
  

• Initial Complaint

  Date:12/12/2024

  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.

  I refinanced an auto loan with them that never got paid off.

  

  Business Response

  Date: 12/13/2024

  We are in receipt of this complaint. In the interest of protecting our members privacy, we will address the matter directly via written response. For further information, please contact our member directly.

• Initial Complaint

  Date:12/03/2024

  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.

  On November 14, 2024 my account was hacked. As of December 3, 2024 this issue is not resolved. It was charged thousand of dollars from numerous businesses and a balance transfer. I have been in constant contact but have not received much information. The balance as it stands today is not correct and when I try to make contact they tell me they can't verify the card. The card can't be verified because I have never received the new one, because they hacked that one as well all in the same day when they issued me a new card number. I am unable to pull the statement because the initial card is closed. When I called today I was advised they can't see it what the statement balance was prior to the account being hacked. As of now I have no idea what the balance was prior and I don't believe the current balance is accurate. This company even started reversing charges that I specifically told them I made prior to the hacking. So as of now I have to deal with various companies to rectify that. Nothing is being resolved and I am left out the loop. I went to the branch and was advised I had to make contact over the phone but that is getting me no where. Any help on getting this resolved will be greatly appreciated. I have attempted to do the leg work but have been unsuccessful. By the way this is the second account that was hacked within this company.

  

  Business Response

  Date: 12/04/2024

  We are in receipt of this complaint. In the interest of protecting our members privacy, we will address the matter directly via written response. For further information, please contact our member directly.

  Customer Answer

  Date: 12/07/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *********************************************************************************.
  
  Regards,
  
  ********* *********
  
  
  
  

• Initial Complaint

  Date:09/27/2024

  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.

  Wow, so I understand overdraft fees and paying out so people avoid embarrassing situations of not having funds in the account when they need to pay for something but I never agreed to pay a $35 tax on each and every item. While there is money in the linked savings account and no calls, texts or emails. And then when you want to shut out that wonderful benefit they tell you need to verify your identity to the tune of additional transactions processing and additional fees being added. WOW. ************. So a $1 charge will be put through 10 times for $350 in fees and you can only waive 3 transactions fees on the first time in a year this happens? While there is money in the linked savings account savings account and you will not talk to the customer who owns the account. And make sure to tell me that you cannot waive the fees in the future. Thats illegal.

  

  Business Response

  Date: 09/30/2024

  We are in receipt of this complaint. In the interest of protecting our members privacy, we will address the matter directly via written response within 7 calendar days. For further information, please contact our member directly.

  Customer Answer

  Date: 10/08/2024

  Hello,
  
  I would like to reopen my complaint. The other party only sent me a copy of disclosures in the mail and called it a day. They took exactly 7 days to have this complaint closed before I would receive their response which is only a letter in the mail.
  
   

  Customer Answer

  Date: 10/10/2024

  Hello,
  
  Im rejecting the offer by *** to accept hundreds of dollars is overdraft fees. I setup up a checking account savings account online and have been with them almost two years. I was never notified that I had no overdraft protection and that they would just pay out each and every charge they wanted based upon their determination to a tune of $35 per charge. They could have rejected every single payment. I also had a savings account linked to the checking account and they didnt use it. It wasnt setup to withdraw from the savings automatically. As soon as I contacted them they told me they didnt have my information correct so they couldnt talk with me. Who charges hundreds of dollars in fees at their discretion without the permission of person responsible for making the payments.
  
  
  They didnt even verify with me if it was fraud or authorized or anything. Didnt ask me a single question just tell me about what I owe them and bye!
  
  I have included everything they sent to me in response to my BBB complaint. They tell me about a few charges and then start down the path of whats in the fine print of their banking rules.

  

  Business Response

  Date: 10/18/2024

  We have previously responded to the attached concerns and have no additional information to provide. We are considering this matter closed. 

  Customer Answer

  Date: 10/18/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Hello, 

  I was charged hundreds of dollars in overdraft fees on an account that was setup by default to charge me these fees even when money was available in the savings account. I called to address this issue asap and the bank tells me that they cant verify me they have the wrong driver license number and couldnt help me. After providing the information they needed they tell me to agree to overdraft protection because they never got my authorization to do so. They then tell me they can only return 3 of the overdraft charges. They never gave me the opportunity to tell them to stop all charges, block the charges or let me pay the merchants with a different payment method. Not one of the merchants they paid out on charge return payment fees. They just pocket fees on their side and say well its better they get paid vs the merchants they assume charge fees. 
  

  I switched to this bank to save money and get financially stable and cannot afford to have them pocket my money. Maybe this is fine for their other customers but this is robbery to me. No financial institution, bank, lender makes $300+ in a day or two through fees. Insurance companies assume liability for thousands more and dont pocket this kind of cash on returned payments. Above everything else its at their discretion not mine. 

  
  Regards,
  
  ******* ****
  
  
  
  

  
  

• Initial Complaint

  Date:09/13/2024

  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.

  Approx. August 25th a hold was placed on my debit/credit card. I spoke with them twice and told them to remove the hold. This is MY account MY money. If I say remove the hold it should be removed. Today is September 13th hold is still on card and I've received no replacement. I'm diabetic and it messes with my feet and legs making it difficult to walk I use my card for everything including groceries. My car is not working right now and as of the 10th of September my phone has been shut off because of this hold. I lost 2 days of work this week because I cannot get SMS messages for security entrance to systems. I can't order my prescriptions, I need to make a Doctor appt for Myself and my dog who has severe skin allergies. I am at a loss as to what to do get them to release MY Money/account. I've tried to resolve using the credit union support message center and they are no help as usual and keep telling me to call the fraud company they use. As I've stated I spoke with them twice and I'm still on hold and no new card. Although their fraud department states I hung up on them twice. That is a lie...plain and simple. What do I need to do to get the hold off? I know if a fraudulent charge goes though it's my responsibility, but it's better than what I'm going through now and once my car is running again I can go the the bank and get a new card. I have no one who can help me. I am alone and need this resolved. Oh they stated the hold was placed because they found 2 MIGHT BE fraud charges for $30.00 ea. Is my health, job and life more important than $30.00?

  

  Business Response

  Date: 09/13/2024

  We are in receipt of this complaint. In the interest of protecting our members privacy, we will address the matter directly via written response within 7 calendar days. For further information,please contact our member directly.

  Customer Answer

  Date: 09/13/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *************************
  
  
  
  

• Initial Complaint

  Date:09/10/2024

  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.

  I used my Virginia credit union MasterCard debit card to do a cash transfer to an external party who was supposedly the landlord renting a rental property. It ended up being a scam and fraudulent transaction to which I notified the local sheriffs department as well as the Virginia credit union requesting a refund And Virginia credit union has denied the refund even though Ive clearly provided documentation to indicate it was a fraudulent transaction

  

  Business Response

  Date: 09/10/2024

  We are in receipt of this complaint. In the interest of protecting our members privacy, we will address the matter directly via written response within 7 calendar days. For further information, please contact our member directly.

• Initial Complaint

  Date:09/09/2024

  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.

  Each time my credit card is billed in error, VACU(Virginia Credit Union) wants to cancel my card which in turn adds interest to the balance. Currently, I have two(2) errors on my credit card, totaling $90.00 for 08/31`/24 and 09/09/24 for $45.00 each. VACU will not help me until they cancel my card and issue a new one. This procedure has been happening since 2021. I have emailed the company about the errors. Have gotten no response to date. I plan to file a police report concerning this matter.Thank you

  

  Business Response

  Date: 09/10/2024

  We are in receipt of this complaint. In the interest of protecting our members privacy, we will address the matter directly via written response within 7 calendar days. For further information, please contact our member directly.

  Customer Answer

  Date: 09/10/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *************************