Business Profile

Credit Union

Connexus Credit Union

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Complaints

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

Customer Complaints Summary

56 total complaints in the last 3 years.
23 complaints closed in the last 12 months.

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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:06/09/2024
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 made a payment to Connexus Credit Union on 5/7/24 and Connexus is stating that the payment was returned to my bank. The problem is they never returned the payment to my account. Now they are stating my account is delinquent. Connexus is holding my payment. My bank ***** Fargo has investigated and they confirm that Connexus still has my payment. As a result my credit score has been affected negatively. No one at Connexus will help me.
Business Response
Date: 06/14/2024
June 14, 2024

Thank you for providing the concerns submitted by Mr. ************************* regarding his loan payment. At Connexus, we take all complaints seriously and diligently work for resolution.

Due to the nature of ******************** concerns, we reached out to the loan servicer for the exact details and provide the following update.

In November 2023, a payment of $1,112 came back as returned from ****************. Due to an issue with Concords reporting, this return was not caught or posted until May 2024. The member was sent the enclosed letter in *** letting him know of the return, but unfortunately, the letter did not disclose that the return payment was actually from November 2023. We will update the credit reporting accordingly, which will be reflected in Julys reporting.

Please note that the member still owes the November 2023 payment and must make that payment for the account to stay current. Concord will have a representative from their ************** contact ****************** to explain this situation.

We hope the above addresses the members concerns for the closure of this matter.

Sincerely,                                                                                                            cc: *************************
**********************;                                                                                                   **********************;
Senior Member Experience Specialist                                                   **********,** 35173
Connexus Credit Union
Initial Complaint
Date:05/25/2024
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 CONNEXUS CREDIT UNION. I do not have a contract with any collections agency. They did not provide me with the original contract as requested.
Business Response
Date: 06/03/2024
June 3, 2024

Thank you for providing the concerns submitted by *********************************** regarding his loan. At Connexus, we take all concerns seriously and work diligently for resolution.

On 7/27/22, ********************** entered a retail installment contract with Crestview RV Georgetown to purchase and finance a recreational vehicle for $26,989.16 (see the enclosed loan agreement). The retail installment contract was then immediately assigned to ******************* who in turn assigned the contract to Connexus Credit Union. Accordingly,Connexus is the holder of the loan.

On 11/24/23, Connexus spoke with **********************, who stated he could not afford to keep the camper and wanted to surrender it. As general background, just because a member surrenders collateral back to Connexus does not mean that the debt is forgiven or discharged. Instead, once the collateral sells, a consumer-borrower is liable for the remaining balance (if any). This is known as a deficiency.

On 1/4/24, Connexus recovered the collateral, and it was then sold at auction on 3/13/24. On 4/23/24, the account was written off. As of today, the principal amount of $18,507 is still owed to Connexus.
We hope the above addresses the members concerns for the closure of this matter.

Sincerely,
***************************
Senior Member Experience Specialist
Connexus Credit Union
Customer Answer
Date: 06/09/2024
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.
I did not authorize any of my personal information or my loan to be sold or transferred from Aqua to Connexus. This is breach of trust and privacy. This was done without my knowledge or agreement. I demand that this be removed from my credit report immediately. My legal advisor has confirmed that the actions taken by connexus are not industry standard and they could be against the law.

Regards,

*******************************
Business Response
Date: 06/19/2024
June 19, 2024

Thank you for providing the additional concerns submitted by *********************************** regarding the assignment of his loan to Connexus Credit Union. At Connexus, we take all complaints seriously and diligently work for resolution.

On 7/27/22, ********************** financed the purchase of a recreational vehicle through ************* **** As part of that financing agreement, the member signed an application agreeing to the possibility of the loan being reassigned to Connexus Credit Union. While Aqua Finance secured such consent, borrower consent is not required for a creditor to assign a contract to another creditor.

Aqua Finance thereafter assigned the loan to Connexus, which is standard in the industry, just as the agreement was initially assigned by the dealership to Aqua. Please see the enclosed assignment notice.

We hope the above addresses the members concern for the closure of this matter.

Sincerely,
***************************
Senior Member Experience Specialist
Connexus Credit Union
Initial Complaint
Date:05/19/2024
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.
We took out a pool loan form HFS financial in December of 2022. This is serviced through Connexus Credit Union. We had auto debit so the payment was paid on a regular basis at the same time each month. Previously we used bill pay through our bank and it wouldn't always get there by due date so we switched. The issue is, many months the payment all goes to interest. This is even when it is paid a few days before the due date. I have left several voicemails as I can never get a live person on the phone and sent about 8 emails. No replies. In addition, our bankcard was stolen so I needed to put the new one on to auto debit. You cannot do that on their website and have to call customer service. However...no one answers or returns calls. I want to know why they are ot crediting payment towards principal and also resolve auto debit issue.
Business Response
Date: 05/23/2024
May 23, 2024

Thank you for providing the concerns submitted by ************************* regarding her loan with Connexus. At Connexus, we take all complaints seriously and diligently work for resolution.

Due to the nature of the complaint and the loan being serviced by a third party on behalf of Connexus,we provided the following from the servicer:

The way this loan was set up on 12/6/22, based on the contract agreement, the loan originated with a starting balance of $103,000.00 with an *****% daily interest rate, and 240-month term. This has a daily interest value of $33.8348 and a recurring monthly payment amount of $1,133.40.

$19,258.40 has been paid to date from 1/6/2023 to 5/8/2024. $17,422.31 of interest has been paid from 1/6/2023 to 5/8/2024. As of 5/22/2024, the account is current with an outstanding principal balance of $101.163.91.

Concord will try to reach the borrower to assist with setting up autopayments as well as walk through the daily interest account details.

If ****************** has any further questions or concerns, she should contact the servicer directly at ************.

We hope the above addresses the members concerns for the closure of this matter.

Sincerely,
**********************;
Senior Member Experience Specialist
Connexus Credit Union
Customer Answer
Date: 05/23/2024
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.
This does not resolve my complaint because as I stated in my complaint, Concord will not return my calls and will not answer emails. When I call them, it just tells me to leave a voicemail which they never return. I dont need to know the terms of my loan or how much I have actually paid. I do know that. My complaint was that several months show they are not crediting any of my payment to Principal, even though I am paying before the due date. Connexus is in charge of them. It is their responsibility to make sure that Concord is doing what they should be doing rather than telling me to contact them. This was the basis of my complaint. I am contacting them, repeatedly, and they are not returning any of my contacts. Clearly connexus was able to contact them so why couldnt they call me on a three-way call so I actually get to speak to someone at *******. Again, poor customer service and my complaint has absolutely not been resolved.

Regards,

*********************
Business Response
Date: 05/30/2024
May 30, 2024

Thank you for providing the additional concerns provided by ******************.

Concord attempted to reach ****************** 3 times on 5/23/24 and left messages for a return call. Another message was left on ***************************** voicemail on 5/24/24, in another attempt to get a hold of *****************.
Concord can be reached at ************.

We apologize, but Connexus can be of no further assistance in this matter, as ****************** will need to address her concerns with Concord.

Sincerely,
***************************
Senior Member Experience Specialist
Connexus Credit Union
Initial Complaint
Date:05/11/2024
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.
DO NOT USE THIS COMPANY IN ANY WAY. We were originally transferred a loan from Connexus in partnership with Solar Mosaic in November of 2022 when we purchased our home. The contract states that the loan is transferable at the discretion of Connexus and was originally transferred to us. The company additionally has advertised on their website that loans are transferable. We are now selling the home due to job relocation and the company is now not allowing any transfers of any kind as of recent (with no explanation). Our buyers would be well qualified and willing to take on the loan as well. This has now created a great amount of hardship on our family since now we are being told the only solution is to pay off the loan in its entirety of almost $26,000. This is at no benefit to us since the panels are non-transferable. We have pleaded and spoken to multiple agents who have basically told us tough luck and provided no other alternatives.
Business Response
Date: 05/16/2024
May 16, 2024

Thank you for providing the concerns submitted by ********************************* regarding his Solar Mosaic loan. Connexus takes all concerns seriously and diligently works towards a resolution.

Connexus Credit Union (Connexus) simply cannot offer the new buyer something that we do not have or provide solar financing.

The loan cannot be transferred as Connexus no longer offers such financing. As a result, the buyer of Mr. ******** home should secure financing from or through another source. Of course, if the prospective buyer is unable to secure financing elsewhere, it is unreasonable to expect Connexus to allow the buyer to assume the loan.

Connexus is in no way attempting to prevent or disallow the sale of Mr. ******** home.

Please note the plain language of the loan agreement makes it clear that written consent is required to assign the loan:
(see attachment)

We hope and trust that the buyer will secure alternative financing, and that the above addresses Mr. ******** concerns for the closure of this matter.

Sincerely,
**********************;                                                                          cc:*****************************
Member Experience Specialist                                               *****************
Connexus Credit Union                                                          ***********, CA 93455
Initial Complaint
Date:04/16/2024
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.
Connexus Credit Union is claiming I owe $104. They just recently came up on my credit report. I have never signed any agreement with them and they are a doing illegal business practice. I demand they remove their name from my credit report asap.
Business Response
Date: 04/23/2024

April 23, 2024

Thank you for providing the concerns submitted by ***************************** regarding his written-off accounts. At Connexus, we take all complaints seriously and diligently work for resolution.

First, we will point out this is the second complaint weve received from **************** regarding this situation within the past two months, but we will again explain our position.

As general background,Heritage Credit Union merged with Connexus Credit Union in March 2022 with Connexus Credit Union as the survivor and successor-in-interest.

Since January 2024, Connexus has received a total of six (6) credit disputes from the credit bureaus related to Mr. ******* accounts. Each time, Connexus has reported back to the credit bureaus that we are reporting the accounts accurately. Currently, ********************* two debts: one for the principal amount of $849.29 from a loan on June 5,2018, and the other for the principal amount of $104.97 for an overdrawn checking account.

Pursuant to the loan agreement as signed by ****************, he agreed to and is responsible for making timely payments until the underlying loan is paid in full. Similarly,**************** is responsible for the overdrawn checking account. As ********************** did not receive timely payments, the debt statuses are properly and accurately reported.Therefore, we unfortunately cannot honor the request to remove the negative entries from his credit report as this information is accurate and complete. To honor Mr. ******* request would result in false, inaccurate credit reporting and therefore non-compliance with the Fair Credit Reporting Act.

We encourage **************** to contact Connexus to discuss this matter further.

We hope the above addresses Mr.******* concerns for the closure of this matter.

Sincerely,
************************;
Director of Member Experience
Connexus Credit Union

Enclosed: Loan Application and Membership Agreement
Initial Complaint
Date:03/06/2024
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.
My client was told upon assuming this solar loan it would be transferable. Connexus credit union along with Mosaic have since then have changed their policy and are no longer allowing transfers. This will cause the home not to sell to these buyers.
Business Response
Date: 03/12/2024
March 12, 2024

Thank you for providing the concerns submitted by ***********************************. At Connexus, we take all complaints seriously and diligently work for resolution.

Unfortunately, Connexus is not able to disclose any information to ****************** about her clients account without proper authorization from the client. This can be addressed by having the member call our ********************* at ************.

After this authorization is on file, we will gladly address any concerns brought forth.

Sincerely,
********************************;
Member Experience Specialist
Connexus Credit Union
Initial Complaint
Date:03/01/2024
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.
Connexus Credit Union renewed my CD at maturity without notifying me. now asking for 1 year interest as penalty which is more than $2000. contacted them repeatedly but they are referring to a manual published in 2023 which they never sent to me. the original CD started in mid Feb 2019.
Business Response
Date: 03/07/2024

March 7, 2024

Thank you for providing the concerns submitted by *************************** regarding his Share Certificate. At Connexus, we take all complaints seriously and diligently work for resolution.

As general background, Connexus members have a 10-day grace ****** upon maturity of a Share Certificate to withdraw the funds or choose not to renew, otherwise, the certificate will automatically renew for the same term. The process and grace ****** are standard in the industry.

Such terms are clearly disclosed in the Account Information Disclosure under the Truth in Savings section. Further, as required by the Truth in Savings Act of 1991 as implemented by the **** (12 CFR Part 707), Connexus provided the Truth in Savings disclosures to the member prior to opening the Share Certificate. Since the member did not instruct otherwise, his Share Certificate accounts automatically renewed. Therefore, in order to withdraw the funds, the member would be charged an early withdrawal penalty as set forth in the applicable disclosure.

We hope the above addresses the members concerns for closure of this matter.

Sincerely,                                                                                                            cc:***********************
********************************;                                                                                                   86 ************ Unit B
Member Experience Specialist                                                                 ******,** 02169
Connexus Credit Union
Initial Complaint
Date:02/13/2024
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.
Connexus purchased my trailer loan the day it closed with the orignial lender. i never gave them permission to open a savings account or make deposits. they never gave me the loan number or member number and when i called about it the reps insisted i could only verify if i gave my email or text codes. SO THEY REFUSED TO GIVE ME THE **** I NEED TOPAY THE LOAN. I do not use email. I do not use text. they wont update my address, give me the loan number or member number because i do not use email or texting. They bought the loan and opened a savings account that i did not agree to. THEN THEY SENT A MEMBER STATEMENT BUT REDACTED THE LOAN NUMBER AND OPENED A SAVINGS ACCT WITHOUT MY CONSENT AND MADE $5 AND $10 DEPOSITS WITHOUT MY CONSENT fORCES ME TO JOIN THEIR CREDIT UNION IS NOT MORAL AND NOTHING I AGREED TO
Business Response
Date: 02/22/2024
February 22, 2024

Thank you for providing the concerns submitted by *********************** regarding her share deposit account with **********************. We take all complaints seriously and diligently work for resolution.
On 1/19/24, ************** financed a purchase through our business affiliate, *****************. The loan was assigned to Connexus, and as a result, ************** became a Connexus member.
As part of the above-mentioned financing agreement, the member signed an application and a Membership/Account agreement agreeing to become a member.
In order to receive a loan from a credit union such as Connexus Credit Union, an individual must be a member of the credit union. Such a requirement is set forth by either federal (see 12 U.S. Code ?1759) or ********* state law (see Wis. Ch. 186). As Connexus Credit Union is a ********* state-chartered credit union, we must comply with Wis. Ch. 186 that provides a share deposit means a balance that is established and maintained by a person at a credit union that confers membership rights to that person. In other words, to join a credit union, you must be a member, which happens by opening and maintaining a share deposit account (most commonly known as a savings account).

As part of the membership process and based on Ms. ****** prior written consent and authorization, a savings account with the initial opening deposit of $5 was opened with loan funding thereafter. A welcome letter was sent to the member with loan information shortly after opening the loan. If ************** needs her loan information, she will need to contact our ********************* at ************ and provide the appropriate level of authorization.

This membership savings account only needs to remain open until the loan is paid in full, at which time we will be pleased to close the account and send the remaining balance to the member.

We hope the above addresses the members concerns for the closure of this matter.

Sincerely,
********************************;
Member Experience Specialist
Connexus Credit Union

Enclosed: Membership/Account Agreement
Initial Complaint
Date:02/06/2024
Type:Delivery 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.
Received a voicemail from ***** saying he was calling in regards to my personal loan...I do not have any accounts with Connexus. Unless I have been the victim of identity theft, I do not know why he is calling. I've read the other complaints and it seems like Connexus has a habit of running customer info for personal loans without their consent. Not sure where to go from here but its incredibly unnerving.
Business Response
Date: 02/14/2024
February 14, 2024

Thank you for providing the concerns submitted by ******************************* regarding her share deposit account with **********************. We take all complaints seriously and diligently work for resolution.
In October 2023, **************** financed a purchase through our business affiliate PatientFi, LLC. Connexus funded this loan, and as a result, **************** became a Connexus member. The phone call referenced by **************** was not related to a personal loan but instead was an introductory call that is made to new members to welcome them to the credit union and answer any questions they may have.
As part of the above-mentioned financing agreement, the member signed an application agreeing to the following:
Should PatientFi, LLC (PatientFi) acquire your account as a result of your credit application, Patient Fi may further assign your contract or loan. If your contract or loan agreement is assigned to Connexus Credit Union, you will be required to become a member.

In order to receive a loan from a credit union such as Connexus Credit Union, an individual must be a member of the credit union. Such a requirement is set forth by either federal (see 12 U.S. Code ?****) or ********* state law (see Wis. Ch. 186). As Connexus Credit Union is a ********* state-chartered credit union, we must comply with Wis. Ch. 186 that provides a share deposit means a balance that is established and maintained by a person at a credit union that confers membership rights to that person. In other words, to join a credit union, you must be a member, which happens by opening and maintaining a share deposit account (most commonly known as a savings account).

As part of the member process and based on Ms. ******* prior written consent and authorization, a savings account with the initial opening deposit of $5 was opened with loan funding thereafter.

This membership savings account only needs to remain open until the loan is paid in full, at which time we will be pleased to close the account and send the remaining balance to the member.

We hope the above addresses the members concerns for the closure of this matter.

Sincerely,
********************************;
Member Experience Specialist
Connexus Credit Union

Enclosed: Loan Agreement
Initial Complaint
Date:01/13/2024
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 a victim of identity theft. I've noticed unauthorized transactions and suspicious activities linked to my identity. I've filed a police report, but I need assistance in resolving this issue. I hope to recover my financial losses, clear my name, and request your help in removing this inquiry from my credit report. Please help meinthismatter. CONNEXUS CU 07/23/2023.
Business Response
Date: 01/19/2024
January 18, 2024

Thank you for providing the concerns submitted by Mr. *************************************** regarding identity theft. At Connexus, we take all complaints seriously and diligently work for resolution.

Connexus received an application on 7/23/23 for a personal loan, which was instantly declined.Therefore, no account was opened here at Connexus.

If ************** feels he is a vicim of identity theft, he will need to submit a credit dispute to the credit bureaus and provide Connexus with a police report number.

If ************** has any questions, he may contact Connexus at ************.

We hope the above addresses *************** concerns for closure of this matter.

Sincerely,                                                                                                                            cc:**********************************
**********************;                                                                                                                   ***** ********
Member Experience Specialist                                                                                 *************, ** 92551
Connexus Credit Union

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Connexus Credit Union is NOT a BBB Accredited Business.