Complaints

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

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Blue Federal Credit Union has 15 locations, listed below.

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  Blue Federal Credit Union

  2401 E. Pershing Blvd Cheyenne, WY 82001

  
• 

  Blue Federal Credit Union

  5105 Randall Ave Cheyenne, WY 82005-2219

  
• 

  Blue Federal Credit Union

  3810 Dell Range Blvd Cheyenne, WY 82009-5452

  
• 

  Blue Federal Credit Union

  136 W Mountain Ave Fort Collins, CO 80524-2823

  
• 

  Aventa Credit Union - Cascade

  426 S Cascade Ave Colorado Springs, CO 80903

  

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:12/27/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  12/26/2024 I contacted Blue Federal Credit Union regarding a formal letter of fees that are owed for and location of the vehicle that was repoded.. I spoke to a supervisor and I was told their business practice is no formal email or letters are sent out to the customer. I received a letter to pay the loan off to retrieve the vehicle no real break down of fees and explanation. I received an informal letter after I requested the information from a representative. This was my 3rd time contacting blue federal credit union regarding this issue without a resolution. I contacted blue federal credit union on Monday 12/23 and on 12/24 I left a message for that department(repo).

  Customer Answer

  Date: 12/27/2024

  Please see attached the informal email regarding the location of my belongings and I was told there was a ****** fee to get my things out of the vehicle. My credit report is showing that I am 90 days past due not a 115 days. I was making payment every two weeks on the vehicle to catch up. I did not receive anything in writing regarding fees location of the vehicle or anything of that nature.. I was behind over 1600 dollars which is 2 months behind. The car note was ****** I was not working is the reason I fell behind.

  

  Business Response

  Date: 02/03/2025

  To whom it may concern, 
  

  Our senior vice president of Lending personally addressed the members concern in December 2024. We understand the importance of clarity and transparency in such matters and are committed to reviewing our communication methods to identify areas of opportunity for improvement going forward. 
  Any further assistance needed can be provided by our member solutions team.
  
  Email: **************************************
  Phone: ************
  

  Thank you, 

  

  Business Response

  Date: 02/14/2025

  from: '*** ******' via Dispute Resolution <*************************************************************************>
  reply-to: *** ****** <******************************************>
  to: Better Business Bureau <*************************************************************************>,
  Member Concerns <*************************************>
  date: Feb 13, 2025, 5:26 PM
  subject: Re: You have a New Message from BBB Regarding Complaint #********

  Good evening!! This is to let us know that this concern has been resolved.  Thanks!
  
  *** ******
  VP of Member Experience
  World Headquarters
  NMLS #*******
  Phone: ************
  
  
  

  
  

• Initial Complaint

  Date:11/09/2024

  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.

  Hello I have never had a lapsed insurance I have attached proof from **** insurance in the attachments.I was never notified about they don't have my insurance on the file. They charged me 2100$ for insurance. Why would I need two insurances?Even **** my insursnce provider was shocked to hear about this. I am not even sure if having two insurances on a same car is legal or not!Before going to court I want to sort it outside of the court so filing here in BBB.

  

  Business Response

  Date: 11/12/2024

  Dear *******,

  Thank you for bringing your concern to our attention. We sincerely apologize for any confusion or inconvenience caused regarding your insurance policy. After reviewing your account, we confirmed that we received the necessary documentation from ****, but it appears that the initial policy you provided was missing Blue Federal Credit Union as the lienholder, which may have prevented us from properly verifying the insurance coverage.

  Upon further investigation, we have taken immediate action to resolve the situation. A full refund has been issued to your account.

  We understand your concern about having multiple insurance policies on the same vehicle and want to reassure you that we are committed to ensuring this issue is fully resolved. If you have any further questions or if there's anything else we can assist you with, please do not hesitate to reach out.
  

  Thank you for your understanding, and we appreciate the opportunity to serve you. 

  
  

• Initial Complaint

  Date:10/19/2024

  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 dispute three accounts with ******** that were opened without my authorization. The accounts in question are:Account opened on 12/04/2019 with account number ******************* opened on 02/05/2020 with account number ******************* opened on 12/12/2019 with account number ************** did not authorize or open these accounts, and they appear to be the result of identity theft. I request that Blue *** take immediate action to:Close these fraudulent accounts.Remove them from my credit reports.Provide written confirmation once these actions have been completed.I have attached my identity theft report from the *** for reference.Thank you for your prompt attention to this matter.

  

  Business Response

  Date: 10/22/2024

  At Blue Federal Credit Union, we take identity theft and unauthorized account activity very seriously and are committed to assisting you through the appropriate channels.
  
  While we cannot take any direct action based solely on the information provided in your BBB complaint, we encourage you to connect with our Member Solutions team. They will be able to review your situation in greater detail, guide you through the following steps, and provide any necessary assistance regarding the accounts in question.
  
  Please get in touch with our Member Solutions team directly, they will be happy to help you resolve this matter.
  
  Thank you again for reaching out. Please know that we are fully committed to assisting you and look forward to resolving this matter for you.

• Initial Complaint

  Date:09/30/2024

  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.

  BFU repossessed my vehicle on 9/30/2024. I just made a payment. I was told by one gentleman that I would have to pay 1600 plus fees to get it back, next person says the full amount of the loan must be paid of ******, the online payment portal says I owe one month, credit report also says Im behind one month.

  

  Business Response

  Date: 10/02/2024

  Dear Dia, 

  I want to sincerely apologize for the confusion and frustration caused by the conflicting information you've received regarding your vehicle. I understand how difficult and stressful this situation is, and I’m sorry for any miscommunication.

  To ensure you have the most accurate and up-to-date information, I recommend reaching out directly to our Member Solutions team. They will be able to provide clarity on your account status and work with you on any available options to resolve this matter. You can reach them at 844-341-7978. 

  Thank you!
  
  Blue FCU Member Experience

• Initial Complaint

  Date:08/05/2024

  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.

  My wife called in and was told that I removed her from my account and that she was not to be given any information. (THIS IS A LIE)I was also told that I was not who I said I was, and they needed me to bring my ID into office 8hrs away. This was opened online and is an online account.I asked to speak with a manager, and they hung up. Everyone keeps records.I contact the bank again today; in chat **** says they will call at 3:30 today 8/5/2024 I changed a business meeting, and NO ONE CALLED!!**** also says that I added my spouse in 2019, and the bank called and I did not answer so they closed the ticket. Why? There was no call or message left.This is pure laziness!I get back online, and **** says he is sorry, but the ticket still is in review. Then why was a given a time to expect a call?This bank should have to reimburse my hours lost!Since I began with this bank, they immediately changed my APR every month after opening the account and blamed it on inflation in 2019? Really?This bank has the most ridiculous communication and staff!I will be paying this and leaving the negative review they DESERVE!

  

  Business Response

  Date: 08/13/2024

  I hope this message finds you well. Thank you for bringing your concerns to our attention, and we sincerely apologize for the frustration and inconvenience you have experienced.At Blue Federal Credit Union, we are deeply committed to providing excellent service and clear communication to our members. We regret that we fell short in your recent interactions and are dedicated to making things right.
  
  First, I would like to address your primary concerns:
  1.Account Access and Communication:
  ?It is our policy to ensure the security and privacy of our members' accounts.When discrepancies or issues arise, such as adding or removing account holders,we follow strict protocols to verify identity and account ownership. This sometimes includes requesting in-person identification when necessary for security reasons.
  ?I apologize if our communication about this process was unclear or if you felt that your concerns were not addressed promptly and effectively. This is not the level of service we aim to provide.

  2.Scheduled Call and Follow-Up:
  ?I understand your frustration with the missed call scheduled. While our representative, attempted to assist you, there was a breakdown in communication and follow-through. I apologize for any inconvenience this has caused since you rearranged your schedule.

  3.APR Changes and Account Management:
  ?Your concerns about changes to your APR and the overall management of your account are taken seriously. We aim to be transparent and fair in all our financial dealings, and I regret that you feel this has not been the case.

  
  To address these issues, we have taken the following steps:
  1.Immediate Review and Resolution:
  ?We will review the missed call and follow-up procedures to prevent similar issues in the future.

  2.Communication Improvements:
  ?We are committed to improving our communication strategies to ensure clear,timely, and accurate information is provided to our members. Your feedback is invaluable in helping us achieve this.
  
  Once again, I apologize for the inconvenience and frustration you have experienced. We appreciate your patience and understanding as we work to resolve these matters. 
  
  Thank you for your continued trust in Blue Federal Credit Union.

• Initial Complaint

  Date:08/04/2024

  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.

  An individual stole my debit card info.charged $100 on my debit card. Reported it July 7th. Called on the 25th of July because hadn't received a new card yet. **************** argued with me that a card had been ordered on June 24th (mind you, I reported the card compromised July 7th) Spoke with a very incompetent supervisor who wanted to charge me $35 for a rush on the card, even tho this was their fault.sais supervisor, never ordered a card till a week later!!! August 3rd and still have no card!!! Can't wait to read their response to this complaint! Really can't excuse incompetence!!!!

  

  Business Response

  Date: 08/05/2024

  Thank you for bringing your concerns to our attention. We deeply regret the frustration and inconvenience you have experienced regarding replacing your debit card.
  Upon reviewing your account and our internal records, I would like to provide some clarification and an update on the situation.
  
  On July 7th, you reported fraudulent activity on your card, and a request for a replacement card was initiated. Unfortunately, there was some confusion as our system indicated that a card was already in transit to you, which led to the initial cancellation of your request.
  
  Our records show that an older card ending in 5940 was mistakenly identified as a recently ordered card, contributing to the delay. This miscommunication is regrettable,and we are taking concrete steps, such as [implementing a new card identification system], to ensure such errors do not occur in the future.
  
  When you called on July 25th to follow up on the status of your replacement card, we mistakenly referred to the card ordered on June 24th, which should not have been the case since your fraud report was made on July 7th. We acknowledge that this caused unnecessary confusion and further delay.
  
  Regarding the rush fee, our policy typically requires a $35 fee for expedited card delivery. While we understand the urgency due to the fraudulent activity, the request for a rush order must be applied correctly, and waiving the fee was not approved. Expedincing the process at this stage would have required canceling the card already in transit, leading to additional delays.
  
  We sincerely apologize for the delays and any inconvenience this has caused. We understand your frustration and are committed to improving our processes to prevent such issues in the future. We understand that this situation has been frustrating for you, and we are here to assist you in any way we can. If you have any further concerns or require additional assistance, please do not hesitate to contact us directly.

• Initial Complaint

  Date:05/10/2024

  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 have been trying to pay $45 for a deferral payment and Blue FCU refuses to accept funds by shared branching. I have mailed the $45 with tracking 9505-5128-6138-4131-1973-15 because they have not responded to my calls and e-mails. I am asking them per my loan agreement they should honor to defer 5/2024 payment, remove the blocks off my account so I can pay my loan. Blue FCU plays games with members, they refuse to take funds to honor my loan agreement. In bad faith they are in violation of regulation ZZ of the fair credit act.

  

  Business Response

  Date: 05/16/2024

  We understand that dealing with payment issues can be frustrating, and we appreciate you bringing this matter to our attention. We sincerely apologize for any inconvenience you've experienced while attempting to make your deferral payment and during your interactions with Blue Federal Credit Union.
  
  We understand your concern regarding the $45 payment for the deferral. Regarding your mailed payment, we confirm that we processed the skip on May 14, 2024. We will investigate the circumstances surrounding your previous attempts to reach us via calls and emails to ensure such delays do not occur. We have honored the deferment of the 05/2024 payment. 
  
  Regarding your mention of Regulation ZZ of the Fair Credit Act, we assure you that Blue Federal Credit Union fully complies with all relevant regulations and guidelines. We strive to maintain good faith in all our interactions with our members and sincerely regret any perception to the contrary.
  

• Initial Complaint

  Date:03/11/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Blue Federal Credit Union is the worst. They take unauthorized money from your account but when you demand a refund they need a wire routing # that you have to ****** on your own. Reps are patronizing and liars. I was given a confirmation number that the fund would be wired. I called the next day since no monies. Was told that the wire didnt go through and had to resend. Still waiting for my refund.

  

  Business Response

  Date: 03/18/2024

  Thank you for submitting your feedback on your recent experience with Blue FCU. We value any opportunity to gather insight into incidents to resolve for you and improve interactions for all members moving forward. Based on the information provided in this response, the experience was unfavorable, and we take your concerns seriously. Having unexpected additional payments pulled from your account is unnerving, especially during these tough economic times.
  
  Upon review, a one-time payment was posted on 03/05/2024 for $318.76; this was initiated through our payment platform designed to take one-time debit/credit/*** payments on behalf of members per their request. These require disclosure agreements either on a recorded line or online. Another payment of the same amount was posted on 03/07/2024, deriving from a recurring automatic payment known as an *** established on 03/05/2024. The *** authorization form was sent via DocuSign to the primary email address on file and signed on 03/05/2024. These recurring payments take about 1-3 business days to post. Two payments were initiated; one was instituted as a one-time payment, and the other was pulled after authorization for an automatic recurring *** setup. After research, we deduce that the possible intention was for the recurring payment frequency to begin on the following due date, in April. Since the initiation of both payments was so close together, there was an error in the beginning date of the ***.
  
  After both these payments were posted, there was a request to return one of them to you, which is a valid and necessary request. The options for our members getting their additional payments returned are typically receiving a check by mail or a wire, setting up and verifying an external account online to send it back to yourself in your online account, or coming into a branch or a shared branch location. The wire route was determined as the best option, with the fee waived for the inconvenience this caused. To further explain the process for wries, it is equivalent to cash in hand; with federal regulation, we must be careful and considerate with these requests due to common fraud. Unfortunately, we cannot give guidance by researching and providing account numbers or routing numbers for these transactions on behalf of our members. In our internal ticketing system, the wire process steps were followed promptly. However, we had to reach out for corrected routing number information. After dialogue on this matter, all our due diligence and steps were completed to send the wire through the Federal Reserve. However, it was returned by ***************** ***** with the notation that your account at Chase was not eligible to receive wires.
  
  We want to resolve this matter for you since the ultimate goal of receiving the return of that additional payment was unsuccessful. The most direct option to move forward is contacting Chase to get clarification and guidance on receiving wires so we can attempt the wire again; if this solution is not the best choice for you, please consider other options detailed early in this message. 
  
  We appreciate your membership at Blue Federal Credit Union as we strive to serve all members to the best of our abilities. 
  
  Best, 

  Blue Federal Credit Union Member Experience Team 

  Customer Answer

  Date: 03/18/2024

  Complaint: 21409661
  
  I am rejecting this response because: BFCU is not communicating honestly. Supposedly the 318 was sent to a saving account there at BFCU! Didnt even know I had a savings account! ******* stated that the payment for ***** will be taken from that account. Of course ******* could not offer a confirmation # and just said it will be taken out? If I have a savings account why wasnt I made aware of it and why dont I have a debit card. This is why Im posting this complaint. Too many excuses and explanations that lead to the same square. 
  
  Regards,
  
  *******************

  

  Business Response

  Date: 03/29/2024

  Thank you for bringing your concerns to our attention and allowing us to respond. At Blue Federal Credit Union, we are committed to maintaining transparent and honest communication with our members, who are our institution's backbone. As a valued member of Blue, it's important to us that all members understand not only the specifics of their accounts but also their rights and the unique membership structure.
  
  Every credit union member, including yourself, is an integral part of our cooperative, holding voting rights and owning a share of Blue. This ownership is represented through a "membership share savings account," which contains a locked-in amount of $5 for your membership with us. This account signifies your stake and membership in our credit union.
  We acknowledge that there can sometimes be a gap in communication regarding this membership share savings account, especially for members who join us through an indirect loan program. In your case, this critical piece of information needed to be communicated. For this oversight, we sincerely apologize and appreciate your feedback, which will help us enhance our communication strategies and collaboration with our loan service partners.

  The $318 transaction you mentioned was indeed processed to your membership share savings account as part of our routine financial management practices. We understand your concern for transparency and the need to confirm such transactions. Rest assured, we are more than willing to provide a receipt for this correction, ensuring you have all the necessary documentation for your records.

  It's also important to clarify that at Blue Federal Credit Union, debit cards are exclusively linked to checking accounts. This policy is in place to align with our financial management practices and regulatory guidelines. Unfortunately, we do not issue debit cards for savings accounts, including the membership share savings account.

  We value your membership and your voice in our cooperative and appreciate the opportunity to review and further enhance the services we provide to our membership. 

  Customer Answer

  Date: 03/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *******************

• Initial Complaint

  Date:07/05/2023

  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.

  On 7/4/23 I sent the following correspondence to Blue Federal Credit Union:Date: 7/4/2023 8:38:16 PM From: Ref ****** / Ashxpress / ***************************** Dear BlueFCU, It has recently come to my attention that BlueFCU has been deducting money from my account in the form of $25.00 fees as of April 2023. I barely received a first notice of your intention to inappropriately and do so in the first place as of 5/31/2023, which I barely just received in June 2023, and yet, you've gone ahead and charged me 3 $25.00 fees already. My account that was opened by requirement for my car loan was paid in full when I paid my car off in September 2022, and in fact I had a $320 credit deposited back into my account from the car company. BlueFCU has for some reason assumed it can stake claim to my money and my account which I kept in excellent standing the entire time. Your notice questioned my inactivity level with my account and if it was any indication of dissatisfaction with BlueFCU. Now, with predatory practices such as this, I absolutely and completely am dissatisfied with BlueFCU and intend to pursue legal action and have contacted the BBB due to your predatory practices. I expect a full refund of my initial credit deposit in the amount of $320.23 immediately and wish to close my account immediately thereafter. This is no way to conduct business with your customers and I will happily be taking my business elsewhere. If my money is not refunded in full and my account is not closed with appropriate notice to myself, I will take further action, since you are jeopardizing my top tier credit. What I'm asking for is below: 1. Refund the $75.00 you have deducted in fees as of April 2023. 2. Send me a check for the $320.23 balance that is in my account. 3. Close my account, effective immediately, once my money has been refunded in full. *****************************

  

  Business Response

  Date: 07/11/2023

  Staff of the BBB and ****************, 

  This letter is in response to a complaint filed by ***************************** to the Better Business Bureau (BBB) regarding their account with ********************** (BFCU). 

  Ms. ******* stated resolution from the complaint was that upon full receipt of the refund from Blue Federal Credit Union, the account to be closed.  

  We appreciate you taking the time to bring your recent experience regarding your Blue FCU account to our attention. Unexpected events such as the fees being applied to your account are frustrating and we apologize for any inconvenience this caused. Blue FCU was able to refund any fees applied to the account and have notified necessary leadership to begin a review of our process flow. 

  A staff member from our **************************** reached out and left a voicemail and email over the last week in order to discuss any unanswered details from the complaint so that we can effectively address this error in the future.  

  We appreciate your willingness to share your personal experience with us and the opportunity to address this complaint, as it provides valuable insights and opportunities for improvement. We would be delighted to discuss your specific experience in more detail to aid in our enhancement efforts. You can reach us at the contact points mentioned within the voicemails and emails sent from our direct communications. 
  
  Sincerely,  
  
  BFCU Member Experience 

  Customer Answer

  Date: 07/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:06/12/2023

  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.

  Mid May applied for a $15000.00 personal loan. On June 2nd received a call from *****************************, she informed me of ***** % intrest rate which I agreed to. the next day she asked for my W-2 and proof of additional income which I provided that night. for two days I did not hear from her and she ignored my e-mail and phone call for the update. Around June 6/7 got a call from *********************** who told me I will be dealing with him from now on and asked for my entire 2021-2022 taxes (61 pages) and on the phone he was very rude and kept interrupting me and was clerly profiling me. After my last conversation and asking why am I asked of all these doccuments?? I have taken so may loans in the past without all of this, he got mad and basically did not provide a reasonable or convincing answer. After my last phone conversation on Friday, June 9, 2023, with ************** at 5:30 pm, I decided to go to my own **************** Federal credit union and accept their previous offer of 15% rate. They only asked for my Driver's license and it only took 30 minutes and the money was in my account at that moment while I was waiting and I was given the option of using it at my descretion, while ************** told me the" bank has to write the checks and there is absolutly no other way".

  

  Business Response

  Date: 06/22/2023

  Staff of the BBB and ********************,
  
  This letter is in response to a complaint filed by *************************** to the Better Business Bureau (BBB) regarding their loan application with Blue Federal Credit Union (BFCU).
  
  Mr. Dastgeers stated resolution from the complaint was that BFCU provides an explanation as to why it took almost a month for a decision to be made on an application submitted to Blue on May 31st 2023.
  
  Retail leadership from BFCU would like to address the feedback regarding a recent loan application; specifically,the timeliness of communication, requested documentation, and service experience. After conducting a thorough review of our system timestamps, we have determined that your application was received on May 31st and that our initial contact attempt was made on June 2nd. We apologize for any inconvenience caused by the delay in reaching out to you.

  To ensure that such delays are minimized in the future, we have taken immediate action. We have conducted coaching sessions with the staff members involved to reinforce our commitment to exceptional service. We believe in continuous improvement, and your feedback has been invaluable in highlighting areas where we can make enhancements.
  
  In addition, we have carefully reviewed the requests for additional information to ensure our process remains seamless. We understand that providing clear and concise communication is essential for a smooth experience, and we will continue to focus on this aspect to enhance our service delivery.
  
  We appreciate your willingness to share your personal experience with us and the opportunity to address this complaint, as it provides valuable insights and opportunities for improvement. We would be delighted to discuss your specific experience in more detail to aid in our enhancement efforts. You can reach us at the contact points mentioned within the voicemails and emails sent from our direct communications.

  Sincerely, 

  BFCU Retail Experience