ComplaintsforChartway Federal Credit Union

• Initial Complaint

  01/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I opened an account under a promotion for $*** bonus when you open account and complete requirements within month of opening. I opened the account on * *** ****. I completed requirements during the October statement period (ending 31 Oct). Per Chartway’s T&C, payout of bonus would occur the month after completing requirements (would have been Nov 2023). On Dec 1, I called customer service, they confirmed I had satisfied requirements for the bonus and that bonuses from Oct would be paid out in Dec. December passed, still haven’t received bonus. I reached out to Customer service on Jan 1st 2024. On 2 Jan they once again confirmed I had achieved the requirements, and stated it would be resolved in 1-2 business days. I followed up on 4 Jan. On 5 Jan, Chartway says it’s still awaiting resolution. I followed up again on 9 Jan, and haven’t received a response.

  Customer response

  01/14/2024

  Chartway has awarded the $*** bonus. This complaint can be closed. Thank you BBB for stepping in.

  Business response

  01/16/2024

  Customer informed BBB that Chartway has awarded them the $*** bonus. Complaint has been resolved.

• Initial Complaint

  11/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I did not receive opening bonus but met the following requirements: "To qualify for **** *onus, open a **** **** ******** ** ******** ******** account using promo code ************, and make ten (10) Visa debit purchases of *** or more within 60 days of account opening."

  Business response

  11/29/2022

  Thank you ***** *******a for reaching out to provide feedback regarding your recent experience. I apologize for any frustration you experienced and are happy we were able to assist you and resolve your outstanding concerns. We look forward to continuing to serve you and thank you for your membership!

  Customer response

  11/30/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  

• Initial Complaint

  08/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My wife and I were directed to use Chartway Credit Union for the purchase of our new ***** ******* We were approved for the loan by Chartway and completed the paperwork at the dealership on Saturday, 8/13/22. Later that week we were notified by the dealer that Chartway pulled its own credit bureau report and that their report showed my wife's credit score was ** points less than what showed when the dealer had pulled our credit. Chartway told the dealer that the paperwork had to be redrawn and our rate would increase by **** from what we were originally approved at. The dealer's Finance Department went to work. They could not get Chartway to agree to the deal we signed on Saturday, even after escalating to Chartway management. The dealer then had to shop other financial institutions to attempt to get the deal we had agreed to, which resulted in multiple credit inquiries. In the end, ***** Financial Services and the dealership were able to make the deal honoring our original rate and terms. We had to go back to the dealer on Saturday, 8/20/22 to sign new paperwork. We are upset because we Chartway would not honor the deal they offered and we accepted. We received multiple additional credit inquiries because of Chartway's inflexibility and had to take time out of our Saturday to sign new paperwork.

  Business response

  09/15/2022

  Business Response /* (1000, 5, 2022/09/09) */ Mr. *****, thank you for sharing your feedback and providing the credit union the opportunity to resolve your concerns. One of our leaders has reached out to further discuss your experience. We look forward to connecting with you and resolving your concerns. Consumer Response /* (2000, 7, 2022/09/12) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  02/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have two disputes with Chart way federal credit union. The first dispute I purchased a plane ticket with ***** *** ***** airlines in which they canceled my flight because their country canceled all in bound and outbound flights on November 29,2021 My flight was scheduled to leave on December 10,2021. I contacted the merchant for days with no response via Telephone. I placed a written dispute via email to the airline on January 3.2022 when they stated by email Ill have to request my money back by email. After weeks of not receiving my money back I put in a claim with chart-way, its been now more than 3 weeks and no word back from the bank or a credit on to my acct. The second dispute I had a un none charge in Africa which they stated was a hotel. I never made any such reservation with this place and I submitted a dispute with them, they stated because it was physically there it was my card. I never stayed at any such business and asked them to re look and contact the merchant to even see if I stayed at such a place I ask for a reservation or something of id proof which you have to do at hotels especially a hotel you pay with card.

  Business response

  03/16/2022

  Business Response /* (1000, 8, 2022/02/23) */ Thank you for reaching out and providing us the opportunity to resolve Mr. *****'s concerns. While we do not share personal information for the protection of our members, we were glad we were able to work with Mr. ***** to resolve any concerns.

*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. ↩