Complaints

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:03/26/2025

  Type:Billing Issues
  Status:

  UnresolvedMore 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 company stole $20 from my account when their system crashed upon applying for a signature loan freedom first employees were extremely rude disrespectful unhelpful and failed to refund the $20 taken from their faulty system

  Business Response

  Date: 03/27/2025

  Upon receipt of complaint ID #********, we conducted a thorough review of our system logs regarding Mr. ********** loan application process. This review confirmed that no errors occurred.As outlined in the terms disclosed during the application, a $20 application fee is assessed regardless of the outcome of the loan approval. The $20 withdrawal from Mr. ********** account was for this application fee.

  Customer Answer

  Date: 03/31/2025

  I have reviewed the response offer 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. No they took two back to back and then said it’s  my fault their app crashed-then furthermore denied me to wire or transfer $31,000 to buy a car until I paid off the loan and close my account that they made me pay $20 for twice here is proof that also tried to make me close my account to get access to my 31,000 in 

• Initial Complaint

  Date:01/21/2025

  Type:Billing Issues
  Status:

  UnresolvedMore 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 11/11/24 2 transactions were made on my credit card. I received a txt from freedom first credit union. I texted back that I did not make these transactions. I immediately called stated I did not make these transactions. I was informed 5 more transactions were made. I asked that my card be cancelled and stop the transactions. I was told we have to let the transactions post then I could file a fraud claim. I filed a fraud claim it was denied. There were 7 transactions. All at ******. I did not make these purchases. The purchases were made in *** *** OH. 11/11/24 ****** ********** **. 97.10 11/11/24 ****** ** ******* ** ****6 11/11/24 ****** ***** **. 96.61 11/11/24 ****** ****** **. 97.30 11/11/24 ****** ********* ** 96.57 11/11/24 ****** ********** **. 96.07 11/11/24 ****** ************ **. 98.27 I had my card in my posession. Police report number is ********* I did not make these transactions I live in **  Freedom first can provide the statement if needed or I will be glad to fax it.

  Business Response

  Date: 01/24/2025

  Upon receipt of complaint ID # ********, a review of this matter was conducted.  According to our records, Mr. ****** had multiple discussions with our card processor in November, December, and January.  When Mr. ****** reported the unauthorized charges on November 11th, his card was blocked to prevent further issues.  While the claim was being researched, he was given provisional credit in the amount of $678.48 which included the following transaction amounts of $97.30, $97.10, $96.61, $96.57, $96.56, $98.27, and $96.07.   These transactions were listed on his credit card statement as Adjustment-Purchases with a posting date of 12/3.Mr. ****** stated that he had been misled into providing his card information after sending shoes to his grandson and receiving a text about updating the zip code for a cost.  Unfortunately, this situation was identified as a scam.  It was explained to him that since he provided his card information that led to the fraudulent charges, his claim was being denied, and the seven charges to ****** were reapplied to his card. These transactions were listed on his credit card statement with a posting date of 12/18.We regret any inconvenience this may have caused and understand how frustrating fraudulent activities can be.

  Customer Answer

  Date: 01/24/2025

  I have reviewed the response offer 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. Regards, ***** ****** Freedom first credit union can not say for certain that me giving my number to the post office is the reason for the fraudulent charges on my card. They are speculating. The fraudulent charges could be because of a number of different possibilities. I would like the proof that the ‘post office ‘ is responsible for the charges. Or proof of the person or organization who is responsible for the fraudulent charges. 

• Initial Complaint

  Date:01/16/2025

  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.

  In approximately 2003, my husband and I opened a FREE checking account (which we never used) in order to become a member to get a car loan through FFCU, which we paid every month on time until it was paid off from another account. As a military family, we moved frequently--and when the loan was paid off (approximately 2006), we must have forgotten to change the address with FFCU--and have moved many times since. In January 2025, we received a credit alert that our credit score had dropped 120 points because of a severely delinquent account. Apparently, in late 2024, FFCU CHANGED the FREE accounts to fee-based accounts and sent letters by mail to customers. Not receiving that letter, we did not know there was a fee--or, again, that the account was even open. FFCU did not turn this over to collections, they went directly to the credit reporting agencies. As soon as we received this information, we paid the $12.28 fee + late fee and closed the account, but the hit is still on our credit. We have NEVER had a derogatory item on our credit. The fact that FFCU changed a dormant (20+ years) account to a fee-based account and made no effort to collect (beyond mailing...no phone calls were made, and our phone numbers are the same) is unethical at best. We have been told that in February 2025 it will be reported paid to the credit agencies--but the hit is still on our account. I am requesting that the item be removed from our credit report. Customer service was not helpful in resolving this manner.

  Business Response

  Date: 01/24/2025

  Upon receipt of complaint ID # ********, a review of this matter was conducted.  Our records confirm that Mrs. ********** in addition to her paid off loan, also had a checking account and another deposit account with a balance.  The Credit Union sent information out to impacted members in April which contained details of the new checking account name, the average daily balance required to avoid the $7 monthly fee, and other checking account options offered by the Credit Union, however, our records indicate that the mailing address and e-mail addresses for both the primary and joint owner of the account were outdated.  The checking account was charged off on December 30th after 60 days of being negative.  Shortly thereafter Mrs. ********** paid the negative balance in full.  Our records also show that Mrs. ********** spoke with our Collections Manager regarding this charge-off.  She confirmed that she had not kept the contact information on her account updated.  The Collections Manager explained that when the account is paid in full, it will continue to report as a charge off since Fair Credit Regulations do not permit the Credit Union to remove information from a consumer credit report when it is not an error.  However, it will be notated that it has been paid in full on her February credit report.  Ms. ********** asked how she could resolve the situation.  The Collections Manager offered to have any creditors reach out to her directly and she would confirm this was paid off. The Collections Manager also provided her with an e-mail showing the payment receipt, stating it was for the charged off checking balance, and that it will be updated as paid in full for her to provide to any future creditor should they have questions. We regret any negative feelings or confusion this may have caused for Mrs. Easterling.

  Business Response

  Date: 02/04/2025

  Mrs. **********Someone from the Credit Union will follow up with you soon regarding your complaint.  Thank you,

  Customer Answer

  Date: 02/05/2025

  I have reviewed the response 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. Regards, **** **********

• Initial Complaint

  Date:10/24/2024

  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.

  The credit union changed my checking account after 25 years, without confirmation from me, to an account with monthly $7 fees, then threatened to report me to collections if I didn’t pay off the negative balance. They said they sent out hard copies of the notice of change to add fees, but I never received it. I never approved my account to change, and I never authorized the fees to start on my account. Sending hard copies via US mail, and claiming that no response authorizes approval is unethical and a terrible business practice I would have never expected from a credit union that used to have a good reputation over the last 25 years, until now. They said the fees won’t stop until I close the account, and the account can’t be closed until the balance is paid off. They gave me a phone number to call and pay off the balance and close the account, however after more than 30minutes on hold, no one answered that phone number. This used to be a good credit union until these unethical business practices began. The new direction of the credit union clearly shows a lack of value for their members in good standing of 25 years straight. Refund the fees I didn’t consent to, issue an apology, and discontunue all future unethical and terrible business decisions such as changing members accounts just to add extra fees.

  Business Response

  Date: 10/24/2024

  Upon receipt of complaint ID # ********, a review of this matter was conducted.  Our records confirm that a $7.00 minimum average daily balance fee was assessed to Mr. ******** checking account in August and September.  Per regulatory requirements, the Credit Union mailed a letter to Mr. ******** address on file  on April 1st to notify him of the account changes taking place effective May 1, 2024.  This letter which was not returned to the Credit Union as undeliverable, contained details of the new checking account name, the average daily balance required to avoid the $7 monthly fee, other checking account options offered by the Credit Union, and the benefits that come with the account.  Per Mr. ******** request in this complaint, we have closed his checking account.  We regret any negative feelings or confusion this may have caused for Mr. ******. 

  Customer Answer

  Date: 10/26/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  Please ask the credit union to remove my personal information/ Name from the text of their reply.  Regards, *** *

• Initial Complaint

  Date:10/09/2024

  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 with this debt with FREEDOM FIRST FEDERAL CREDIT UNION. I do not have a contract with FREEDOM FIRST FEDERAL CREDIT UNION. They did not provide me with the original contract as I requested. $21 Dollars was already paid to FREEDOM FIRST FEDERAL CREDIT UNION. I am closing on a house in two weeks and this $21 will literally prevent me from closing on my house. I have a family and we will have nowhere else to live if this is not removed within the next 24 hours. Freedom First Credit Union never sent me a formal bill for the $21, and I closed my bank accounts out with them 9 months ago when I moved out of the state. I was called several days ago by the company and that was the first I've ever heard from them. I paid the $21 and they advised it would not be going my my credit report since I paid the amount of $21. I will upload the proof of payment below. The payment was on 9/5/2024 to Freedom First Credit Union.

  Customer Answer

  Date: 09/09/2024

  In response to clarifying the complaint to the BBB, this is a legitimate complaint filed by myself, ****** *****. Freedom First Credit Union reported I had a late payment on 9/7/2024.I never signed a contract with them and I was never informed of the $21 collections amount. The first time I was informed of it was on 9/5/2024 and I paid the $21 amount to freedom first credit union. The proof is on the photo provided above. After paying they reported it on my credit. I informed them I was moving out of the state in January of 2024 in person at the bank. A draft occurred of $21 and I was never informed because my account was closed down and deleted. Freedom First never informed me until 9/5/2024 that I had a $21 charge on my account. It has been paid off and taken care of. The reason this is causing me issues is due to I am currently in the process of buying a home and closing in one week. If this does not get removed within the next few days from my credit, I loose the house over $21 dollars.  The collection dropped my score 33 points and I need this removed as soon as possible please. I have nowhere to live with my 2 kids if this house does not close. The only thing holding me back is this $21 collection that I have paid. Please removed this from my credit report so I can close on my house and have a place to live. Thank you.

  Customer Answer

  Date: 09/10/2024

  Attached is the payoff receipt from Freedom First. Please remove the late collections payment from my credit report. Thank you

  Business Response

  Date: 10/17/2024

  Upon receipt of complaint ID # ********, a review of this matter was conducted.  Our records show that Mr. ***** opened a checking account with Freedom First on 1/13/2022.  Recent activity on the account is detailed below:1/30/24 – Mr. ***** updated the address on his account7/2/24   – A transaction of $338.94 attempted to clear his account but funds were not available resulting in a negative balance of -21.757/13/24 – The Credit Union mailed Mr. ***** a letter indicating the account had been negative for 10 days8/2/24 –   The Credit Union mailed Mr. ***** a letter indicating the account had been negative for 30 days8/17/24 – The Credit Union mailed Mr. ***** a letter indicating the account had been negative for 45 days and may be charged off if not paid within 15 days and reported to the credit reporting agencies.  8/22/24 – The Credit Union attempted to call Mr. ***** using the number on file and left a voice mail message.8/29/24 –  The Credit Union attempted to call Mr. ***** a second time and left a voice mail message.8/31/24 –  After 60 days with a negative balance, the Credit Union charged off the negative balance of $21.759/3/24 –    Mr. ***** called the Credit Union and paid the negative balance in full. Fair Credit Regulations do not permit the Credit Union to remove a charge off when it is not an error.  As a result, we are reporting this on Mr. *****’s credit report accurately as “account was paid in full – was a charge off”.We regret any negative feelings or confusion this may have caused for Mr. ***** 

• Initial Complaint

  Date:10/08/2024

  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.

  I have spent months talking to the Collection Specialist ******* at Freedom First Credit who has time after time on recorded audio phone calls denied that my collection dispute letter was received by the financial institution. I learned today by the collection manager ******* ***** that the letter was indeed received by the company but, denied and that is her reasoning for never responding to the collection dispute letter and not noting my efforts to resolve the debt on my account. I have proof via email of her saying this. This action is fraud through falsifying about received information and neglect on behalf of Freedom First Credit that has led me to acquire more debt and them to freeze two accounts I have with the company. I am asking in order for this to be resolved that all debts from Freedom First Credit Union be removed from my banking accounts and all credit reporting bureaus such as ********* ******* *** ***********

  Business Response

  Date: 10/17/2024

  Upon receipt of complaint ID # ********, a thorough review of this matter was conducted including e-mails, phone calls and account records.  Our records confirm that Ms. ****** has several accounts with Freedom First.Fair Credit Regulations do not permit the Credit Union to remove information from a consumer credit report when it is not an error.  Upon review, we are accurately reporting account information on Ms. ******** credit report.We encourage Ms.****** to contact the Collections Manager who can be reached at ************ to discuss her accounts and how they are being reported to the credit bureau. 

  Customer Answer

  Date: 10/17/2024

  I have reviewed the response offer 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. False statements of documents received regarding resolving debt were not accurately processed and report to credit on behalf of Freedom First. In attempt to resolve debt collection specialists ******* continued to falsely tell customer no document was received when in fact it was which ******* confirmed. Why was customer given false information from collections specialist. Freedom First is very untrustworthy. When customer is in the process to resolve debt this information must be reported to credit bureaus. Please explain why customer was given false information without proper guidance to resolve debt. ********* ******

  Business Response

  Date: 11/06/2024

  Our original response stands.  We are accurately reporting and a direct number to the collections manager was provided for her to contact us with concerns.

  Customer Answer

  Date: 11/07/2024

  I have reviewed the response offer 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. I was asked to send in addition information that was already confirmed to be received by *******. Information will be sent by mail. Thanks Regards, ********* ******

• Initial Complaint

  Date:10/02/2024

  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.

  Freedom first credit union has decided to start charging monthly fees without proper notice. They converted my account to an account that requires 2500 monthly minimum after nearly 10 years of being a customer. They did not send out proper information regarding this change and charged for 5 months before I noticed. They should have given options for customers who wished to not continue banking with FFCU and close their accounts. I should be refunded these fees and allowed to close my account.

  Business Response

  Date: 10/02/2024

  Upon receipt of complaint ID # ********, a review of this matter was conducted.  Ms. ******** checking account was assessed a $7.00 minimum average daily balance fee since it did not meet the average daily balance requirement in May, June, July, August and September.  Per regulatory requirements, the Credit Union mailed a letter to Ms. ******** address on file  on April 1st to notify her of the account changes taking place effective May 1, 2024.  This letter which was not returned to the Credit Union as undeliverable, contained details of the new checking account name, the average daily balance required to avoid the $7 monthly fee, other checking account options offered by the Credit Union, and the benefits that come with the account such as savings through special offers from local businesses, cell phone protection, roadside assistance, fuel savings, and much more.  We regret any negative feelings or confusion this may have caused for Ms. ******. 

• Initial Complaint

  Date:09/30/2024

  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.

  Below is a copy of the Email I sent Freedom First Credit Union: "Hello, I am insisting that Freedom First return the $14.00 that was taken from me. There was no mention of the change to the "Perk Account" on either the March or April eStatements. I was told a letter was mailed on April 1st, I didn't receive the letter. In my opinion you should have sent an email letting people know that a letter is being mailed with major fee changes to be implemented. Since Freedom First will not mail paper statements unless the so called "owners" of the Credit Union pay for the statement. My account number was *********. If you are unable to see to it that my $14.00s is returned, I would appreciate it if you would forward this email to someone with the authority to do so! Also to note that when I closed my account on July 7th, I asked for the supervisor of the branch to call me, since she was not there at the time. After 2 weeks I called to speak to someone with the authority to address my complaint and the branch Manager did call back but was not able to help other than to provide your email address." I have emailed several times over the past 3 months allowing them every opportunity to remedy the situation. No one other than ******* *********** has replied. She insists that they will not return the $14.00. I have asked for someone with a higher authority to respond with a justification and explanation for taking money from my account without my say so. They refuse to respond. I am also writing the NCUA.

  Business Response

  Date: 10/01/2024

  Upon receipt of complaint ID # ********, a review of this matter was conducted.  On May 31st and June 30th a $7.00 minimum average daily balance fee was assessed to Mr. ******** checking account.  Per regulatory requirements, the Credit Union mailed a letter to Mr. ******** address on file  on April 1st to notify him of the account changes taking place effective May 1, 2024.  This letter which was not returned to the Credit Union as undeliverable, contained details of the new checking account name, the average daily balance required to avoid the $7 monthly fee, other checking account options offered by the Credit Union, and the benefits that come with the account such as savings through special offers from local businesses, cell phone protection, roadside assistance, fuel savings, and much more.  Our records indicate that Mr. ****** closed his account on 7/10/2024 and e-mailed Ms. *********** on 9/23/2024.  She responded to his e-mail informing him that we were unable to refund the fee but would be glad to meet with him to discuss the matter further and answer any questions.  We regret any negative feelings or confusion this may have caused for Mr. ******. 

• Initial Complaint

  Date:08/29/2024

  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.

  An ACH deposit, that was a large amount, from ******** to Freedom First was deposited into my account. It is a deposit from my father’s estate. It cleared. I went to get a cashier’s check a few days later and they rejected it, saying the check that came from ******** was for an estate account. They then withdrew the money and left my account several thousands in the rear. They asked for documentation of me being the administrator. I sent the information as well as the estates EIN number. They then said that I would have to wait 1 week to rectify my account. I asked why? I had another deposit from ******** in the name of my father’s estate and it was fine. I explained that this isn’t my fault and why, as the customer, am I being penalized for them accepting the ACH to begin with. Now my account is several thousand in the rear and when I get paid, it will take my check as well!

  Business Response

  Date: 09/09/2024

  Our records indicate that the ACH deposit from ******** posted to a personal account; however, the ACH file indicated the funds were payable to, and intended for, an Estate Account.  In accordance with ACH rules, a hold was placed on the funds and the Credit Union requested an Estate Account be opened so that the funds could be deposited correctly into that account.  On 9/4, upon opening of that account, the funds were released and transferred into the new Estate Account.As a courtesy, the two fees incurred for overdraft and NSF during the time the funds were on hold have been refunded to Ms. ******* account.We sincerely apologize for any frustration Ms. ***** experienced with Freedom First.  Our goal is to impact every member in a positive manner while delivering a high standard of service. We hope that our inquiry into Ms. ******* concerns meets her satisfaction.

• Initial Complaint

  Date:06/10/2024

  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.

  Freedom First Credit union has not only canceled debit card without reason on numerous occasions. Freedom first also blocked access to my accounts with out reason . When asked as the surety for this account never given answers . When asked to speak to managers they are always supposedly in meetings . Requested information directly affecting my accounts and never got an answer . Was sent a letter weeks after my account keeps declining blocking me access to my funds without cause requesting I close my account . I do not deposit funds into this account any longer and now what ever funds are in the account are being held hostage . This “bank” has removed funds from my account without my knowledge , this “bank” adjusts records or communication and find availability to seem as if overdraft ed . I have spoken to many reps who all speak condescending and passively aggressive yet when you speak the same way they claim you are rude and disrespectful. I want all funds and interests owed to me immediately released to me this bank is fraudulent and violating their charter on many aspects . I simply want my funds in full immediately.

  Business Response

  Date: 06/12/2024

  Upon receipt of complaint ID # ********, a thorough review of this matter was conducted which included a review of phone recordings and online/mobile chats.  Since 2022, the Credit Union has corresponded over 150 times with Mr. ******* regarding his concerns.  Our records indicate that instances involving his debit card being blocked were due to his card being included in a list provided by Visa of compromised cards or transactions suspected to be fraudulent. As a financial institution, it is our responsibility to monitor and identify potential fraud and block card access to safeguard our member accounts and the Credit Union.  In February 2023, Mr. ******* inquired about a withdrawal from his account.  It was explained to him that a merchant had reversed a credit previously posted to his account in November 2022.  As a result, he would need to contact the merchant to dispute the reversal.  Details of the message from the merchant along with contact information were provided to him.  In addition, a total of $64 in overdraft fees were assessed to his account in 2024 of which $32 was refunded.  During this review, it was evident that Mr. ******* was not pleased with our service or our responses and at times behaved unprofessionally toward our employees.  As a result, a letter was sent to Mr. ******* on May 24, 2024, informing him that we will no longer do business with him over the phone or through mobile chat.  The letter advised that his checking account would be closed with any remaining funds moved to his savings account.  Prior to sending this letter on May 24, 2024, our Physical Security Coordinator attempted to call Mr. ******* to discuss these concerns in detail but, was unable to reach him.  On June 10th, Mr. ********* checking account was closed, and the funds were transferred to his savings account and are available for withdrawal at any time.  Mr. ******* referred to closing his account on several occasions, and since we are not able to meet his banking needs, we respect his decision.  He can visit any of our local branches to assist with the closing of his account.