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A BBB Accredited Business since
BBB has determined that Fedstar Credit Union meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for Fedstar Credit Union include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 1 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||0|
|Total Closed Complaints||1|
Licensing, Bonding or Registration
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.
These agencies may include:
National Credit Union Administration
1775 Duke St, Alexandria VA 22314
Phone Number: (703) 518-6300
Type of Entity
Business ManagementMs. Mary Beth Borroni, President/CEO
Alternate Business NamesBrazos County Federal Employee(formerly)
701 Harvey Rd
College Station, TX 77840 (979) 846-7456 Directions
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Additional Phone Numbers
- (979) 693-6885 (Fax)
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Star Rating scale
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Read Complaint Details
Complaint: 1. Not caring or understanding employees 2. Account balance not updated every four hours on website 3. Card gets declined when money is account This past weekend our cards would work 20% of the time. 1. Card has a "hold" /decline from the bank and can't tell us why. We have money in checking/savings It's not fraud. 2. Cards never work half the time 3. Cards been hacked with fraud 10 times , terrible security. 4. Have to get new cards regarding fraud charges 5. They don't work on weekends so can't get in touch with no one, no number on card. Very inconvenient!!!
Desired Settlement: Refund all ATM fees when card declines, when there is money in the account. It's very inconvenient going to an ATM when we have money. Our cards seem to never work or have fraud. This bank needs better security, on cards. Plus, do not understand if my card declines, I can get money from in ATM from the checking
Business Response: Initial Business Response: Thank you for allowing FedStar to respond to this complaint. FedStar Credit Union is a cooperative financial institution established by its members within the laws of the State Banking Commission of the state of Texas. As a financial institution, we are regulated by the Texas Credit Union Department and the National Credit Union Administration. We are a community chartered financial institution with a low income designation. This helps us secure and maintain our motto or "People Helping People". More specifically, the credit Union exists to serve its members through prudent lending products and services that provide benefits to its members. The issues that our member-owner indicates in the complaint are addressed below: 1. Our member-owner spoke to four different employees on 03-30-2015. All employees have been in the financial services industry for many years. The employees are trained in customer service to respond professionally and quickly to our member needs. 2. FedStar Credit Union updates member data to our processors multiple times throughout the day. Information we receive from our processors and from activity on member accounts is updated during our regular work day. We are not bound by any rule or compliance mandate that indicates when or how often balance information is transmitted to member accounts. The information provided on the secure member account files in our website's secure Home Banking Module is updated by our processor each and every time we send a positive balance file to each processor. The information provided via member account access through an ATM or point of sale transaction is based on actual account balance information that is sent electronically to our debit card processor and through real time data management processor information of live transactions against actual balance data. 3. If a member card is declined on a debit card transaction, there may be multiple issues affection a card decline. The amount of the ATM withdrawal transaction may exceed the daily limit set by either the cardholder's financial institution, or the actual ATM machine limit set by the owner/operator of the ATM attempted to be used by the member. The ATM may be out of order, or the card data exchange may be experiencing some downtime. The maximum FedStar Credit Union ATM limit for withdrawals is $500.00 per business day. A business day is defined as a 24 hour period ending at 5:00 p.m. each business day. With regard to the Point of Sale or Point of Purchase transaction, the retailer, online ordering website, or business may experience internet downtime, machine malfunction or other data interruption, causing a card decline or inability to scan or read and accept the card, number, CVV number or other security features of the card. Additional security measures through our **** branded card, may include, but is not limited to the *********** *****. FedStar Credit Union offers its debit cardholders a daily purchase limit of $1500.00. If there is money available n the member account based on the last data transfer to the processor, the member will have access to those funds until the limits are reached, until there is no longer funds available in the account or unless there is a data interruption at the time of the transaction. If a retailer places a temporary hold on the account, it is in order to ensure that the funds will be available on the account once the entire transaction is fully processed by all parties to the transaction. This would include the retailer, the banking entity or provider the retailer initiates and processes the transaction with, the switch provider to electronically initiate a debit entry from the member's financial institution and the clearing financial institution. If all of these process correctly, then the transaction will clear on the first available business day that there is a complete transaction from the transaction initiator (retailer/business)and the receiving or clearing cardholder financial institution. FedStar Credit Union does not arbitrarily place holds on member transaction account balances for the sake of placing a hold. FedStar does not know when a member might make a purchase or ATM withdrawal. The only reasons that our financial institution might place a hold on a member transaction account would be if there are events as defined under our Funds Availability policy that limit the withdrawal of funds. This event would, in fact affect the entire member account, and funds would be limited to all transactions, not specific ones generated through debit card activity. If a retailer initiates a pre-approved, the credit union cannot be responsible for the removal of the said hold. In this member's case, one of the retailers the member made a purchase at placed two holds on the member account for merchandise that was purchased over the weekend of March 27- 30, 2015. The financial institution may not remove an approval hold placed by a retailer. If there is a hold placed on a member debit card transaction, the effect is a net reduction of the current available balance on the member transaction account. To illustrate, here is an example: Member A has a current account balance at the close of business on a Friday of $1000.00. Member makes an ATM withdrawal of $50.00, leaving an available ATM withdrawal limit of $450.00. Member makes a purchase of $33.00 at a local retailer, leaving an amount of $ $ 917.00 available for future purchases. Member then proceeds to purchase from an online retailer in the amount of $ 400.00. The retailer places an approval hold on the transaction account for $ 400.00 and then places another hold on the member account for the actual purchase of $ 400.00. Total holds placed by the retailer total $ 800.00. The member now is ONLY able to have future transactions until the next business day of $ 117.00. If a member attempts to make additional purchases while this hold is in place, the member may only withdrawal or purchase up to the balance limit. Any future attempts on this account that total an amount over the net balance will be declined. 2. With the information provided, it cannot be determined what the percentage of available positive card balance transactions where attempted and declined. Without a range of dates the financial institution's card processor is unable to determine what 20% or half the time of card inactivity is. 3. Card have been hacked with fraud 10 times. FedStar has not ever had a compliant by the member that their current card(s) have been "hacked" or that the member's identity has been stolen. Member has never filed a fraudulent transaction investigation form with the credit union. If the credit union has been notified by the card processor that there has been a card compromise due to an external event (Card breach, data breach examples are the *********** breach, **************, *********** or other national card breach) the card processor will provide a list of affected member accounts. FedStar has always taken a proactive stance that the member's existing card would be cancelled and a new card be sent to the affected accounts, at no cost to the member. In addition, if the member has a card that the magnetic stripe cannot be read, the credit union will reorder a new card for the member,to replace the existing card. FedStar Credit union uses at a minimum the industry required standard of plastic card security to ensure that the member and the member account remains secure. In this member's case, there is not a single case in the past 12 months where the member reported a loss due to fraudulent activity, directly affecting the member transaction account. In fact, since the account was opened, there has only been a card compromise once on the member account in 2007. 4. FedStar Credit Union has not been able to ascertain that the account has been hacked or that there were 10 issues of fraud. If this were the case, the credit union member did not report fraud or a possible loss on the account. 5. FedStar Credit Union employees are by law restricted from working 24/7. There is specific information available on the credit union's website regarding available call centers to obtain information on Lost or stolen cards (1-800-405-7068) When the member phoned (4 times) the credit union on the next business day (Monday, March 30, 2015), credit union staff including the Member Service Representative, Office manager, Loan officer, and the President/CEO made every attempt to remedy the situation. Because the retailer placed a transaction hold on the member card in the amount of $ 400.53 and also ran a transaction through for the same amount, the member did not have funds available to make a purchase at *** for $81.26. The member also made additional purchases totaling in the amount of $598.46. FedStar has additional paperwork of the hold by the retailer available,