ComplaintsforDigital Federal Credit Union

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Initial Complaint
11/01/2024
Complaint Type:
Product Issues
Status:
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.
To Whom It May Concern at ********,I am filing a complaint regarding the recent closure of my personal and business accounts at ***, which I believe lacks clear justification. I put in significant effort to establish these accounts, including an extensive process to unfreeze my ChexSystems profile at ***'s request. Once opened, I applied for a $20,000 **** Platinum card, a $10,000 loan, and a $25,000 vehicle loan, with my profile reflecting a strong ******* credit score and reliable history.For added security, I requested my credit card be sent to my secondary address at ***************, where I receive essential documents. After an initial denial, a *** representative confirmed they would mail it there, only to later send it to my primary address, ******************. To correct this, the card was canceled, and I was assured a new one would be sent to my secondary address.While awaiting the card, I applied for another *** product to strengthen my profile. However, I was soon informed that my accounts were closed, citing inconsistent information. This reasoning seems unjustified, as both addresses are verified on my credit report and regularly used with other *************** the owner of ******************* (est. 2019), I find this closure damaging. I request a detailed explanation from *** and may escalate this to public social media platforms if unresolved. To let the people know, since im a popular online personality. Please reach me via email at ****************** or phone at **************.Thank you for your attention.Sincerely,Tawidi ****** ****** *******************
Business response
11/04/2024
To Whom It May Concern:

We reviewed the complaint submitted by ****** ****** concerning the closure of his Digital Federal Credit Union business and personal memberships.

As a financial institution, we must verify the information provided by all applicants when applying for a membership or loan. After further review of Mr. ******** loan documents, we found the presentment of inconsistent information and could not adequately verify the information he provided.

On 10.24.2024, our ************************** closed *********** personal and business membership. A letter outlining our findings and the account's status was mailed to Mr. ******* in addition to a check for his final balance.

We consider this matter to be resolved.

Sincerely,

DCU Member Resolutions
Initial Complaint
10/26/2024
Complaint Type:
Customer Service Issues
Status:
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.
I am reaching out to dispute an unauthorized account that recently appeared on my credit report. After reviewing my report, I identified the following account, which I did not open and believe to be a result of identity theft:Creditor Name: DIGITAL EFCU Opened Date: 3/29/2019 Account Number: **********As a victim of identity theft, I am actively working to correct these inaccuracies. I have already filed a complaint with ***************** and am requesting assistance in having this account removed from my credit report.Thank you for your attention and assistance.
Business response
10/30/2024
To Whom It May Concern:

We reviewed the complaint submitted by ****** **** concerning an Identity Theft Claim. We have thoroughly investigated this matter in October 2023, November 2023, March 2024, May 2024, and October 2024. During these investigations, we did not find evidence that supports the Identity Theft Claim. A letter outlining our most recent findings was mailed to ****** **** on October 30, 2024. We consider this matter resolved.

Sincerely,

DCU Member Resolutions
Initial Complaint
10/21/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I noticed a fraudulent charge on my *** **** debit card that was processed on 10/14/24. I submitted a suspected fraudulent charge form using they online application. Approximately 3 days later, I get an automated call from *** fraud prevention about a suspected fraudulent charge made at another store (I assume an online transaction). I confirmed this charge to be fraud. I check my *** account immediately after I get off the phone with fraud prevention. I see four more charges for $200 each from the same online store (*******). I immediately call *** to let them know about these fraudulent charges. They tell me there is nothing they can do, maybe they will not go through, but, if they do, file another suspected fraud incident form online. Bottom line is all four of those charges go through. I am now missing close to $1000 from my checking account due to fraud. I was told *** could not expedite processing of the fraud investigations and they will not provide me with provisional funds because I have the money to 'cover expenses, in a savings account I set up to cover my daughter's tuition. Or, I can borrow the money from my credit card. Absolutely unacceptable. I have been with *** for over 20 years. As soon as rates drop, I will find another financial institution to handle my loans, etc.
Business response
10/23/2024
To Whom It May Concern,

We reviewed the complaint submitted by ******* ******** concerning fraudulent transactions and the dispute process. We sincerely apologize for any inconvenience or frustration this matter may have caused.

When a dispute is filed, the card is not shut off until the dispute process begins, which may take up to three business days. To have the card shut off immediately, Mr. ******** would have had to call us, submit a request through his digital banking, or use Card Settings, which allows him to turn off his card immediately.

On October 18, 2024, when Mr. ******** received the phone call from our ************************* the subsequent four transactions were already pending and could not be canceled.

On October 21, 2024, provisional credit was applied to Mr. ********* account for all the disputed transactions. An email was sent to Mr. ********* including the name and phone number of a dispute processor with whom he can work directly throughout the dispute process. We will notify Mr. ******** by mail of the results of our investigation within three business days of its conclusion.

Sincerely,

*** Member Resolutions
Customer response
10/23/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
I reject their response as they left out key facts.There is no direction on their website to call after submitting the fraud investigation request. I did call their number afterr I did call their number afterr confirming the fraud their automated prevention detected. They also told me on the phone to transfer money from an account I use to pay my daughter's tuition to cover the money that was stolen from my account. On the phone, I was told by ***** that there would be no provisional funds put into the account .

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
***

Business response
10/29/2024
To Whom It May Concern,

We reviewed the rejection response submitted by ******* ******** concerning the dispute process.

We understand the significance of a positive experience and strive to ensure that every interaction reflects our dedication to professionalism and attentiveness. It is disheartening to learn that we fell short of meeting Mr.********* expectations. We genuinely appreciate Mr. ********* feedback and are committed to using this information to improve our services.

Sincerely,
DCU Member Resolutions

Customer response
10/29/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
I stated my reasons for not being satisfied with their response. They told me to follow proedures that are not on their website. *************************** manger told me I had enough money in other accounts to cover the moner that was stolen from my account by fraudulent transactions. Even in their response to my rejection, they passive aggressively put the onus on me.

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
***
Initial Complaint
10/19/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I really need answers from a MANAGER at the headquarters, not someone just assigned to complaints online. I utilize the ******** MA branch. I could never get transferred to them personally bc I was told from their main number call center, that they don't transfer ** ******** has enough they have to worry about at their own branch. So I have to drive 30 mins out of my way, to actually get an answer. My first issue was I got about 5 different answers to how fast and when I wire comes through. SOME said a wire coming TO you they person had to get it in before 2pm, others said 4:30, one said 5, one said immediately. No one can get a question answered correctly. Then today my card was declined not for fraud but bc I can only use the debit for up to 1000 a day. The girl ran it through the register as a credit still declined. I had to call *** call center, they said oh well I'll transfer you to **** they can lift it if you're stuck at the merchant. I had ***** and filler done, they can't take that away after you get injected ...yet I couldn't pay her. So I looked like an idiot. The **** dept said the guy should never had told me that...yet your call center tells a lot of misinformation and no one cares. I had to go home and pick up a credit card for the remaining balance of 2175. Which is ridiculous. Others at that office said other banks give you a higher limit but you declined on credit as well when there was more than enough bc I transferred the exact amount from savings to checking. And the mere fact i can't get a branch now? I have to travel to get any valid answers is ridiculous. Why do you allow this? If this is your protocol with everything now pull my money to ********* and ***********
Business response
10/24/2024
To Whom It May Concern,

We reviewed ******* ********* complaint regarding information she received regarding an incoming wire transfer and declining her card due to the PIN-based transaction limit.

We have thoroughly investigated these concerns and will contact ******* ******* directly to address them. We want to provide account-specific information,which cannot be provided through this portal for security purposes.

Sincerely,

*** Member Resolutions
Initial Complaint
10/19/2024
Complaint Type:
Billing Issues
Status:
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.
We have been in business with *** for over 20 years. We have had excellent banking with them, and we have most of our loans, and also mortgage with them. Recently, we noticed a fraudulent activity on our debit card on Tuesday 10/14/24: a bill for 129 dollars to a ******. We do not have a ****** membership. We did file online on their digital app that this was a fraudulent attempt. We also spoke with ******, and found out someone had opened a membership with my husband's name, address, and except for 1 wrong digit on the phone.Four days later, we noticed 4x $200 charges from a ******* wireless. Again, we have not had a ******* account (completely closed in 5 years). The bank was contacted, and the card was finally blocked. This morning, we noticed the charges which were pending, were allowed to go through. ******* wireless was able to confirm that there was no activity on our previously closed account, nor a new account had been opened on our names. At the time of the first fraude episode, the bank did not block the **** card, and we assumed as the investigation is open, we would have the money reimbursed, and the card would be blocked. That was not the ********, onto ***'s customer service. While they acknowledged they should have blocked the card after the first fraud event, they refused to put the money back on the account. This is unacceptable, as we all know bills are due, and we are now short $930 dollars on our account. While they also refused to correct this, the manager in charge, told my husband on the phone that we had money allocated in other areas to "cover this" while the investigation is open. Again, this is unacceptable. I hope to have this resolved, as we are planning to take our banking business elsewhere.
Business response
10/22/2024
To Whom It May Concern:

We reviewed the complaint submitted by ****** ******** (Complainant)concerning several checking account transaction disputes. The Complainant is not associated with the checking account in question, so we cannot provide her with any account-specific information for security purposes. The account owner of the checking account has filed their own complaint, which *** will respond to.

Sincerely,

Member Resolutions
Initial Complaint
10/16/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Disabled brother went to open a direct deposit account for ***. He was conned into a business account because he's disabled, and now we find out after months of fees no one was aware of steep business account fees after 3 months he owes 75$. In fees after three months for an account that barely has 700$ a monthly, knowing they sold him a bigger account to get their commission bonus. My brother lives in assisted living and told them when he opened the account it's just for ***. But the person opening the account thought charging an almost homeless disabled guy for bigger account.
Business response
10/22/2024
To Whom It May Concern:
***'s Member Resolution Team has reviewed the complaint submitted by ******** **** concerning an account in her brother's name. DCU (Digital Federal Credit Union)has thoroughly investigated this matter and communicated the resolution directly to our member.

We consider this matter resolved.

Sincerely,
*** Member Resolution
Initial Complaint
10/15/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Every SINGLE TIME I have an issue I run into imbeciles and I need to file a BBB complaint. I paid in FULL both my heloc and after that they both say I still have a balance one days $412 and one says $745... I paid the $412 AND IT STILL SAYS balance $412. When I used their system says MINIMUM PAYMENT LIKE $1 200 OR SO ...I called , got transferred FIVE TIMES , taking to ***** who is God knows in what country because it's breaking up. PEOPLE YOU CAN WORK REMOTELY BUT PAY FOR A GOOD CELLPHONE PROVIDER. And ***** said she will call me back... We know what that means...
Business response
10/24/2024
To Whom It May Concern:

We reviewed the complaint submitted by ****** ********** regarding paying off their Home Equity Loans.

DCU (Digital Federal Credit Union) has thoroughly investigated this matter, and a member of our mortgage department communicated the resolution directly to ****** ********** via phone call on October 23, 2024. We consider this matter to be resolved.

Sincerely,

DCU Member Resolutions
Initial Complaint
10/02/2024
Complaint Type:
Service or Repair Issues
Status:
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.
The above mentioned loan has been in progress for a very long time. Although, *** took a commitment letter from me after paying application fee of $300 and locking the rate, they had been no or complete lack of response from them despite multiple follow **** They keep saying they are running into delays, but there is commitment at their end on the closure of the loan (and my rate lock expires very soon).
Business response
10/07/2024
To Whom It May Concern,
We reviewed the complaint submitted by ********* ********* concerning the processing timeframe for his refinanced loan.
We understand and empathize with Srivatsans frustrations throughout this process and apologize for the inconvenience this has caused. Srivatsans satisfaction is our top priority, and we are committed to providing the best possible banking experience.
As of 10/4/24, there are no further underwriting steps we need to take, and we have a set closing date of 10/11/24.
We consider this matter resolved.
Sincerely,
DCU Member Resolutions
Initial Complaint
09/27/2024
Complaint Type:
Billing Issues
Status:
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.
I am writing to escalate my complaint regarding unauthorized accounts with ********************** EFCU that are being inaccurately reported on my credit file. Despite my prior complaint, these unauthorized accounts remain on my ********************** report, causing ongoing financial harm and distress. I demand immediate resolution of this matter.The accounts in question are as follows:Account # ******** - Opened on 10/27/2023 with a high credit of $2,000.00**Account # ******** - Opened on 8/9/2023 with a high credit of $10,000.00**Account # ******** - Opened on 10/25/2022 with a high credit of $5,000.00**I did not authorize these accounts, nor have I ever held any accounts with ********************** EFCU. This is a clear case of erroneous reporting, and my credit report continues to suffer as a result of these inaccuracies. Despite my previous attempts to dispute these accounts, they have not been removed, which is unacceptable and a violation of my consumer rights under the Fair Credit Reporting Act (FCRA).I am formally requesting an urgent investigation and immediate removal of these unauthorized accounts from my ********************** file. Please provide written confirmation once this has been resolved.Failure to address this matter promptly will leave me with no choice but to pursue further legal action to protect my credit and rights as a consumer. I expect your timely response and cooperation in resolving this issue.
Business response
10/03/2024
To Whom It May Concern,
We reviewed the complaint submitted by Shellyann Beckford Gontee regarding unauthorized accounts with our financial institution.
We thoroughly investigated this matter and during our investigation, we did not find any compelling evidence that supports Shellyann’s claim of unauthorized accounts.
Documentation outlining our findings was mailed to Shellyann on 10/2/24. We consider this matter to be resolved.
Sincerely,
DCU Member Resolutions
Initial Complaint
09/26/2024
Complaint Type:
Billing Issues
Status:
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.
I AM NOT LIABLE FOR THIS ALLEGED DEBT WITH DIGITAL FED CREDIT UNI THIS COMPANY IS A DEBT BUYER; I HAVE NEVER DONE ANY BUSINESS WITH THIS COMPANY. THE *** STATES 15 USC 1681 - ACCURACY IN FAIRNESS OF CREDIT REPORT. I HAVEN'T SIGNED ANY CONTRACTS WITH THIS COMPANY. I HAVE REQUESTED PROOF OR ANYTHING THAT BINDS ME TO THIS ALLEGED DEBT AND THIS AGENCY HAS NOT PROVIDED ME ANYTHING.
Business response
10/02/2024
To Whom It May Concern:

We reviewed the complaint submitted by Luc AJ Douze concerning his credit reporting.

We have thoroughly investigated this concern and determined that Mr. Douze’s loan accounts are being reported accurately per Fair Credit Reporting Act (FCRA) regulations. We are legally obligated to report payment history accurately to the three major credit agencies. The information regarding this was emailed to Mr. Douze on October 2, 2024, and we consider this investigation concluded.

Sincerely,
DCU Member Resolutions

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