Business ProfileforDigital Federal Credit Union
Additional business information
BBB with the use of artificial intelligence, analyzed the complaints on 6/26/24
BBB shared the findings and recommendations with Digital Federal Credit Union.
The findings appeared to show:
Frustration with Billing and Collections:
Frequent issues suggest customers are experiencing problems with account management, fees, or debt collection practices
Service Quality Concerns:
Recurring service-related complaints indicate dissatisfaction with the credit union's core offerings
Repair and Technical Issues:
Suggests problems with online banking, mobile apps, or other technical services
Customer Service Dissatisfaction:
Implies some customers feel their concerns are not adequately addressed
Digital Federal Credit Union on 7/21/24 responded to BBB with:
In addition to the frustration members may have with billing and collections and the service quality concerns
noted above, the BBB customer complaints analysis and recommendations report notes other trends including problems with online banking, mobile apps, or other technical services.
DCU has just integrated a new phone system and we are continually updating our digital banking and mobile
banking applications to meet the demands of today’s digital banking customer.
DCU is consistently reviewing our systems to ensure that we can deliver services that meet or exceed our Members’ expectations.
DCU maintains a complaint management program that ensures that each BBB complaint and other complaints are investigated and analyzed.
All fees and charges on billing statements are disclosed as required by state and federal law and regulation.
As part of our complaint management program, DCU reviews trends, spotlights and escalates issues, such as process breakdowns, inefficiencies, and system issues, and resolves such issues to prevent continuing negative impact to our members.
At-a-glance
Related Categories
Overview
Business Details
This is a multi-location business.
- Headquarters
- 220 Donald Lynch Blvd, Marlborough, MA 01752-4708
- BBB File Opened:
- 1/1/1979
- Years in Business:
- 45
- Business Started:
- 1/1/1979
- Business Incorporated:
- 7/31/2002
- Licensing Information:
- This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
- Type of Entity:
- Limited Liability Company (LLC)
- Number of Employees:
- 1616
- Alternate Business Name
- Digital Credit Union
- DCU Financial Insurance Services, LLC
- Business Management
- Ms. Katie Haywood, Risk Manager
- Ms. Laurie Sliney, Assistant Manager
- Shruti Miyashiro, President/CEO
- Contact Information
Principal
- Ms. Katie Haywood, Risk Manager
Customer Contact
- Ms. Katie Haywood, Risk Manager
- Additional Contact Information
Fax Numbers
- (508) 263-6321Primary Fax
Phone Numbers
- (978) 649-0265Other Phone
- (508) 263-6321
Customer Complaints
227 Customer Complaints
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File a ComplaintMost Recent Customer Complaint
10/26/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Customer Reviews
70 Customer Reviews
What do you think? Share your review.
Most Recent Customer Review
Ana C
1 star09/10/2024
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