BBB Accredited Business since
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A BBB Accredited Business since
BBB has determined that Class Act Federal 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 16 factors. Get the details about the factors considered.
Factors that raised the rating for Class Act Federal 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.
- BBB has sufficient background information on this business.
Industry Ratings Comparison
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||1|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Type of Entity
Business ManagementMr. Tom Anonson, Executive Vice President Ms. Lynn M. Huether, President & CEO Ms. Lisa Sacra, COO Mr. Joseph Vibbert, Chairman
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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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Problems with Product/Service
Read Complaint Details
Complaint: Long hold times when I called in. Voice mail messages (2 of them) never got returned. When they switched my Mastercard account to a VISA account, I began getting threatening delinquent notices from Mastercard even though the balance had been transferred. And for ALL OF THEIR MISTAKES, when I got a payday mixed up causing my mortgage to be returned they charged TWO $30 INSUFFICIENT FUNDS and wouldn't honor my request to refund at least one of them. There are much better Credit Unions who 1) get it right and 2) work with their members like a team.
Desired Settlement: For all of the Credit Union's mistakes that I endured, I am again requesting a $30 refund of one of the two insufficient funds fees resulting from the SINGLE mistake I made when getting paydays mixed up.
On behalf of Class Act Federal Credit Union, I am submitting our written response to a complaint received on 3/31/2014, ID *******.
It is most unfortunate that we had a long time credit union member experience a series of events with our financial institution that resulted in their choosing to sever their relationship with us and submit a complaint to the Better Business Bureau, of which is the first ever in 60 years of being in business. I cannot answer specifically to every problem mentioned in the complaint but will address what facts I have been able to identify.
First, our member mentioned of long hold times and voice mail messages not being returned. I do know that our incoming phone calls are quite heavy at times. I do regret if voice mail messages were not answered because that is not the way we do business. Our staff is expected to respectfully handle member calls and voice mail messages. I do not have details of who the messages were left for to make any further follow up but will remind employees that voice mail messages are to be answered promptly.
Our credit union did undergo a credit card conversion in December 2013. Our previous credit card processor did in fact send out past due notices in error to our members in January. We notified the credit card processor as soon as we were made aware that members were receiving these notices. We regretted this embarrassing situation and apologized for the error when speaking with members, as well as through postings on our website and Facebook. We reassured our members that no derogatory payment history would be reported to the Credit Bureau. This particular member took exception to receiving the past due notice, to the point of sending us a letter via Certified Mail threatening litigation. Our records indicate that a credit union representative did follow up with a courtesy call to our member the same day we received the letter.
The last complaint of most recent had to do with an ACH debit submitted for payment on our member’s account for which there were insufficient funds to pay. When such activity occurs the account is charged an insufficient funds fee of $30.00. This ACH debit is set up as a recurring payment to post at the same time of the month and is the member’s responsibility to make sure there are sufficient funds in the account to cover the payment. The returned ACH item was resubmitted for payment the following day and there were still insufficient funds to cover, therefore the account was charged $30.00 again. It is our practice to work with members when errors such as this occur, and depending on the circumstances we will refund fees if we are at fault. Our records indicate that fees had in fact been refunded to this member in the past, not once, but twice as a courtesy to the member.
We strive to provide our members with extraordinary service and are disappointed when circumstances arise that we are unable to turnaround to a positive experience. I truly regret that we were unable to satisfactorily resolve our member’s complaint because it is our goal to provide quality products and services and earn our members business every day.
**** ** *******
BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved