Complaints

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

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  Guardian Credit Union

  7801 S Howell Ave Oak Creek, WI 53154-2134

• 

  Guardian Credit Union

  1501 E Sunset Dr Waukesha, WI 53189-8029

• 

  Guardian Credit Union

  1025 Milwaukee Ave S Milwaukee, WI 53172-2005

• 

  Guardian Credit Union

  11220 W Oklahoma Ave Milwaukee, WI 53227-3937

• 

  Guardian Credit Union

  W186n9559 Bancroft Dr Menomonee Fls, WI 53051-8009

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:01/06/2025

  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.

  I was told they would not take my loan solely because of my age and race! I used them once before and never missed a payment with them! I had a 600+ credit score and a friend of mine, who was a different race, was approved with a 500 credit score! When I confronted guardian about it, an employee there informed me that that could've played a role in why I didn't get approved!

  Business Response

  Date: 01/06/2025

  Mr. Day,

  We have reviewed your complaint, but we have no record of you as a loan applicant with our credit union.  We are the Guardian Credit Union in **********  There is a separate Guardian Credit Union in ********  The Guardian in ******* is a completely separate, state-chartered credit union and our credit union in ********* has no affiliation with them.  Based on your address in the complaint, it is likely that your complaint needs to be directed to the Guardian Credit Union in ********

  Hopefully this makes sense.

  Thanks,

  Guardian Credit Union (WI)

• Initial Complaint

  Date:12/16/2024

  Type:Order 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 alleged by GUARDIANCU. There is no contract between me and GUARDIANCU, and they have not provided the original agreement as requested.

  Business Response

  Date: 12/16/2024

  Dear Ms. ****************** have reviewed your complaint but do not have any record of you as a member of our credit union in our systems.  We would not be reporting any debts that you owe. 

  Based on your address in *******, it is likely that you need to contact the Guardian Credit Union located in ********  We are the Guardian Credit Union located in **********  We are completely separate, state-chartered credit unions and have no relationship with each other.

  Hopefully that is helpful.

  Guardian Credit Union (WI)

• Initial Complaint

  Date:09/19/2024

  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 writing to urgently address inaccuracies on my credit report caused by the unauthorized disclosure of my personal information to credit bureaus, which has led to significant financial and emotional *********** specified in 15 USC 1681 Section 602, I have the right to financial privacy, and I expect my information to be handled confidentially.Additionally, under 15 USC 1681 Section 604(a)(2), consumer reporting agencies cannot disclose account information without my explicit consent, which I have not provided.The errors related to GUARDIANCU have negatively affected my financial standing, and I am requesting immediate correction.Furthermore, 15 USC 1666(b) prohibits creditors from reporting credit card payments as late under certain circumstances.Please reference the following account details: Account Number: *****************I ask that you promptly review my account and correct the inaccuracies in compliance with federal law.Failure to resolve this issue swiftly may result in legal action. I expect a timely response and resolution.Sincerely,******* ********

  Business Response

  Date: 09/20/2024

  Hello Ms. ********************* style="font-size: 0.875rem;">We have received and reviewed your complaint.  Unfortunately, we have no record of you in our core system and nothing to indicate that you have done any business with us.  Without being in our core system, we would have no way of reporting any information about you to the credit bureaus.  Whatever incorrect information is appearing on your credit report is not coming from us.

  We did notice that you have an Alabama address.  There is another Guardian Credit Union headquartered in ******* who may be the financial institution that you need to send this complaint to.  We are the Guardian Credit Union headquartered in **********  Although we have the same name, we are completely separate state-chartered credit unions and have no affiliation.

  We would encourage you to reach out to the Alabama Guardian CU to attempt to resolve your concern.

  Thanks,

  Guardian Credit Union (WI)

• Initial Complaint

  Date:09/09/2024

  Type:Product 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 transferred my car loan to Guardian located at *************************************************************************************** in 2019, which included ************** I agreed to pay off the loan over seven years. It was also documented that there would be no prepayment penalty, and any remaining balance from the ************* would be refunded to me. On August 2, 2024, I paid off the remaining balance of car loan which was $5,273.33, and the manager informed me that I would receive a call regarding my ************* refund.After not hearing from the credit union for five days, I contacted Shey about the refund. She said she was waiting for confirmation of the total amount. On August 8, 2024, **** called back and informed me that my refund was $25. I questioned the amount, explaining that the loan was supposed to end in January 2025, but I paid it off 15 months early, and I couldn't believe the refund was only $25. **** explained that the amount was prorated, but I responded that it should be more than $25.The next day, I called Shey again and requested a detailed breakdown of how the refund was calculated. She emailed me a form showing that the ************* cost was $495, covering the period from January 24, 2019, to January 24, 2026. After reviewing this with my team, we calculated that I was effectively charged $70 per day for the insurance. Given that I paid off the loan 15 months early, even with proration, the refund should be much more than $25. We would like this matter fully resolved, as our calculations suggest an error.***************************************************************************************

  Business Response

  Date: 09/12/2024

  Dear ***********************,
  
  We received your complaint through the Better Business Bureau, have reviewed your situation, and here is our response.  When you purchased the *** Policy with your loan, you selected the Refundable Actuarial after 60 Days option.  That was one of the three options you had for how the policy would be paid and whether or not it would be considered refundable or non-refundable.  The option you selected added the *** Policy amount of $495.00 to the outstanding balance of your loan.  By doing that, interest did accrue on that amount at the rate of the loan, a fact which is also disclosed on the *** Policy in the Refundable Actuarial after 60 Days option section. 
  
  As noted, this option is refundable under the Actuarial refund method.  That is a specific calculation, and we have previously provided to you an explanation of the calculation, including the formula and numbers used to arrive at the $25.81 refund amount.  We can provide you with additional copies of the *** Policy and the refund calculation if you need them. 
  
  If you have a specific question or concern about the calculation, please let us know.  Otherwise we believe the detailed explanation of the calculation does show how your refund amount was accurately calculated.

  If you have any questions, please feel free to contact us directly at ************ and ask for our AVP of Consumer Lending.

  Thanks,

  Guardian Credit Union

  Customer Answer

  Date: 09/15/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  **************************
  

• Initial Complaint

  Date:01/18/2024

  Type:Order 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 the "defenders", I do not have a contract withGuardian Credit Union. They did not provide me with the original contract as I requested.

  Business Response

  Date: 01/19/2024

  Dear ******************,

  We have reviewed your complaint, but we cannot find any record of you in our system.  Searching your name and SSN did not produce any results in our system.  Also, the account number that is mentioned in your letter has too many digits for it to be an account number in our system.

  Based on your ******* address, we believe that you are trying to contact the Guardian Credit Union headquartered in **********, *******.  We are the Guardian Credit Union in *********.  We are a completely separate state-chartered credit union and have no relationship with the Guardian Credit Union in *******.

  We apologize for the confusion, but we believe that your complaint is best directed to the ******* Guardian Credit Union.

  Thanks,

  Guardian Credit Union (**)

• Initial Complaint

  Date:08/30/2023

  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 need higher management to call me immediately. I have been dealing with *************************** for 3 weeks now as I paid off my $10,446.48 loan balance and trying to get the title, on 8/14/2023 I paid it off and *********** said between 1 to 10 days I should be able to get title, on 8/23/23 I called back to follow up and ******************************* tells me he just realized lien wasnt released and submits it again and tells me now I have to wait another 10 day, then today 8/30/2023 I sent him an email to follow up and he requested I call him, when I call him he says he just noticed lien wasnt released AGAIN and that now I have to wait another 10 days and every week I get told that the lien wasnt released and that he is doing it. When I ask him to transfer me to his manager or the person that handles the lien release, ************ says that he cannot do that and that I should just keep calling him????I didnt get a loan with *********** I need the person in charge of releasing liens to contact immediately. You can get my contact information from ******************************* as I have been dealing with him for 3 weeks and hasnt been able to assist me but def makes sure to ask DOB, SSN, address, email, whenever I call.

  Business Response

  Date: 09/01/2023

  Hello ******************,

  We have reviewed your complaint and unfortunately we believe that you directed this to the wrong Guardian Credit Union.  We are the Guardian Credit Union located in *********.  However, there is also a Guardian Credit Union in Alabama and a Guardians Credit Union in *******.  We are all separate entities that have very similar names. 

  We checked our records and could not find you or an account associated with you.  The employee that you referenced by name in your complaint is not one of our employees.  Also based on your address in *******, we would assume you may be referring to the Guardians Credit Union in *******.  You will need to contact them directly or to their BBB account to address your complaint.

  Thanks,

  Guardian Credit Union (**)

• Initial Complaint

  Date:03/22/2023

  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.

  Guardian credit union has made it extremely inconvenient for me to make my payments. They stopped allowing payments to be made over the phone and stop taking payments at a branch at 4:30 which is before I get off work. I've tried numerous times to pay online but I keep being told to call the call center which also closes after I get off work. There is no convenient way for customers to make payments and my credit reporting suffers every month. I'd like my late reporting to be adjusted and I'd like the ability to make payments over the phone or have a representative walk me through creating an online account as the account number I keep being provides isn't accurate or doesn't allow me to create an account.

  Business Response

  Date: 03/23/2023

  Hi **************,

  We reviewed your complaint, but unfortunately we believe that you are communicating with the wrong Guardian Credit Union.  Our Guardian Credit Union is a state-chartered credit union in *********. 

  We are aware that there is another completely separate Guardian Credit Union in *******.  We have no affiliation with that credit union.  We checked our records and confirmed that you are not a member with our credit union.  We also noted that your address is in *******.  

  Apologies for the confusion, but you will need to reach out to the ******* Guardian Credit Union in order to have your concerns addressed.

  Thanks,

  Guardian Credit Union (**)

  Customer Answer

  Date: 03/23/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:12/19/2022

  Type:Order 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.

  Paid off car loan through bankruptcy. Received LIEN RELEASE from *** November 2020. Suddenly December 2022 we have two late payments and owe $42?! They have marked account as charged off for last 27 months. Account was closed November 2022 after loan paid in full. No payments were missed. Once *** agreed to be paid in bankruptcy, the trustee makes payments, not me. Payments for creditors are paid when trustee reeks like it. Supposed late payments occurred AFTER *** agreed to new payment terms through bankruptcy. Deceptive reporting and incorrect reporting. *** has copies of all paperwork already. They sent me the lien release indicating loan paid in full.

  Business Response

  Date: 12/23/2022

  Thank you for reaching out with your concern.  Our ********************** is aware of the issue and is working with the credit bureaus to ensure that all of your credit information is being reported accurately.  We have communicated the issues with the credit bureaus and they should be corrected soon.  If there are any additional concerns, please feel free to speak with our ********************** and they will assist you.

  Customer Answer

  Date: 01/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have contacted the local West milwaukee branch four times in the last two years to get this resolved. I spoke with ************* and *****************. I am always told the problem is fixed, but then I find new stuff on my credit report that isnt even valid. I received a lien release from you, guardian credit union, in November 2020. At that point, the loan was paid in full and that loan account be closed. There is no write off because auto loan was paid in full. There were zero late payments. GCU agreed to be paid through bankruptcy and must accept payments from trustee because I was restricted from making payments outside of bankruptcy. I should not be penalized for late payments when I have no control over what the trustee does. When you agreed to be paid back through bankruptcy, youll follow the rules and laws of bankruptcy. I followed all of them. I want my credit report cleaned up immediately because this is just not acceptable. My loan should be closed in November 2020. There should be no charge offs or late payments on my account. There is no excuse for this behavior because it is very unprofessional. If you dont get this fixed very soon, I will contact an attorney and get this fixed. 
  
  Regards,
  
  ***********************

  Business Response

  Date: 01/04/2023

  It is my understanding that ** reached out yesterday to discuss the situation further and that we now clearly understand what the specific credit reporting issue is.  A request has been sent to the credit bureau to make the correction.  If there are any additional questions or concerns, please let us know.

  Customer Answer

  Date: 01/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear Regards,
  

  Because of the inaccurate/incorrect reporting my credit score dropped 130 points. The incorrect reporting has been removed, but my credit score is still more than 130 points lower  Guardian was the only negative thing on my credit report since I have ever had credit  I want my credit score fully restored to my original number since this issue was not my fault but the fault of the creditor. My credit score should not suffer because of gcus incorrect reporting. Once my credit score is fully restored, then I will consider this closed. Until then, my credit score has been ruined by guardian credit union through no fault of my own. Fix it.  

  
  ***********************