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BBB Accredited Business sinceAdditional Locations
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A BBB Accredited Business since
BBB has determined that Call 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 13 factors. Get the details about the factors considered.
Factors that raised the rating for Call Federal Credit Union include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 3 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Industry Ratings Comparison
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||3|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Type of Entity
Business ManagementMr. Roger B. Ball, C.E.O.
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Additional Phone Numbers
- (800) 796-2328(Phone)
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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BBB Letter Grade Scale
Star Rating scale
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Problems with Product/Service
Read Complaint Details
Complaint: We have been very disappointed with our recent experience with the Call Federal Credit Union mortgage department. We contacted them about a second mortgage and spoke initially to a ****** ****** who prequalified me for the loan I was interested in. She asked Mrs. **** what my house was worth and she didn’t know how to answer that since she is not an appraiser and the only clue she had was the Chesterfield County real estate assessment which was $219,000. She did tell her that she felt it was worth approximately $200,000 - $210,000. This seemed reasonable since we refinanced with their bank in 2012 with our first mortgage and the appraisal at that time was $210,000. Because we were led or misled to believe we had enough equity in our home to get this loan, we signed the papers and moved forward with the bank process. However, ****** called after the appraisal was done and said it was only appraised for $173,000, $37,000 below the 2012 appraisal and $46,000 below the county assessment. We were needless to say upset since we were broadsided because we essentially were being turned down for the loan we applied for. They then did a bait and switch on us and offered a loan at a higher interest rate and their attitude has been suspicious to say the least. They have repeatedly refused to answer phone calls, emails or communicate with us in any way. Then, on Saturday the 28th of February, Mr. **** went to a Call Federal Credit Union branch to make a deposit in the savings account and pay the mortgage only to find out that they have put a hold on both of our savings accounts without communicating with us in any way even though we have several calls into them. We have been led to believe that the credit union is there for the good of its members and since we’re members with a perfect paying record – we are on time with everything and have paid off 2-3 installments loans already. We are having a hard time understanding the tactics they are using. If they didn’t want to loan us the money why didn’t they just say so instead of proceeding with the closing costs on a loan they didn’t intend to give us. To low ball the value of our house and then refuse to answer calls and questions is not good customer service or business in any way. Also, ****** did not tell us that we would be responsible for closing costs if they refused to give us the loan. At least one other credit union in the area doesn’t even charge closing costs. Does this credit union care so little for its members that they confiscate their funds without notice? Our motivation is to improve our financial status and we thought the credit union would help us achieve our financial goals. How can we trust an institution that would do such a thing? We think it only fair for them to release our savings and pay the low ball appraisal since its way off the market value of our home. The appraiser was only at our home a very short time and the comparables used weren’t in a similar neighborhood and she took no measurements when she was there. We were told by ****** ****** that we could dispute the appraisal but were not told the steps to take. Also, we were still considering the other loan that we were offered when they froze our funds. In fact, in speaking with ***** *****, the county appraiser, she has informed me after discussing our home’s recent addition and other amenities that the assessment with be going up as they have the square footage of the home wrong because they didn’t realize that the addition on our home is part of the living space and heated and cooled. So it will be more than $219,000 at the next county assessment. We would have contacted Call FCU directly but since they won’t answer calls or emails we feel helpless to resolve the situation on our own.
Desired Settlement: To release our savings and pay for their own inaccurate appraisal.
Discussed this with the members and explained to them they could dispute the appraisal in
Better Business Bureau:
LACK OF PHONE RESPONSE
First let me state that the bank department in question has not been willing to either return phone calls or even respond to email request for calls and there is documentation to back up this claim that will be offered in a follow-up statement.
UNWILLING TO PROVIDE AGREED LOAN OR INTEREREST RATE
Attached is the Truth in Lending agreement which offered a loan amount of $50,000 and interest rate of 3.17%. Note that the CFCU was the one unwilling to provide this loan. We have never canceled any loan.
The bank CFCU's excuse for not providing the agreed loan amount and interest rate is based on a defective appraisal for which we will provide additional information in an additional message to follow.
Read Complaint Details
Complaint: My credit card number was fraudulently used to purchase ***** * ***** ($589.74 total). I disputed the credit card charges in writing with Call Federal Credit Union. Call Federal denied the dispute. They are breaking Federal Law.Law says I am not liable for fraudulent purchases.I am having to make call after call and I still haven't gotten satisfactory results.
Desired Settlement: Credit my account and take off the fraudulent charges.
Business Response: This customer's expenses and charges related to the fraudulent use have all been credited to his account. The customer did not describe in his complaint that the new card that was issued to him also had the same problem with the same merchant, causing us to question if the fraud was real, or perhaps someone within the household. We work diligently to resolve all fraud charges as quickly as possible, the customer's expectations in this case were unrealistic. Again, the customer's credit limit was increased during the incident so he could use the new card, just as he had the previous card. The fact that the customer was at his limit is not a issuer problem, instead a customer problem.
|4/18/2013||Billing/Collection Issues | Complaint Details Unavailable|