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Central Virginia

This Business is not BBB accredited

Henrico Federal Credit Union

Additional Locations

Phone: (804) 266-0290 Fax: (804) 266-6924 View Additional Phone Numbers 9401 West Broad St., Richmond, VA 23294 http://www.henricofcu.org

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BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for Henrico Federal Credit Union include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 2 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.

Industry Ratings Comparison | Chart


Customer Complaints Summary Read complaint details

2 complaints closed with BBB in last 3 years | 1 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 1
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 1
Total Closed Complaints 2

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Henrico Federal Credit Union
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

top
BBB file opened: December 01, 1993 Business started: 06/01/1967 in VA
Type of Entity

Cooperative Association

Business Management
Mr. Chris Williams, C.E.O.
Contact Information
Customer Contact: Jason Ritter, V.P Retail
Principal: Mr. Chris Williams, C.E.O.
Business Category

Credit Unions

Hours of Operation
Lobby Hours:
Monday- 9am-12pm
Tuesday- 9am-12pm
Wednesday- 10am-12pm
Thursday- 9am-12pm
Friday- 9am-12pm
Saturday & Sunday- Closed

Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    10401 Woodman Rd

    Glen Allen, VA 23060

  • THIS LOCATION IS NOT BBB ACCREDITED

    1201 N Laburnum Ave

    Richmond, VA 23223

  • THIS LOCATION IS NOT BBB ACCREDITED

    7101 Jefferson Davis Highway

    Richmond, VA 23237

  • THIS LOCATION IS NOT BBB ACCREDITED

    9401 West Broad St.

    Richmond, VA 23294 (804) 266-0290 (888) 432-8275

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Professional AffiliationsX
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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

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BBB Complaint Process

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Additional Phone Numbers

  • (888) 432-8275(Phone)
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Complaint Detail(s)

4/28/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: HFCU charged a $**** inactivity fee for a dormant account. They indicate that the disclosure notice lists an inactivity fee after a period of no deposits/withdrawals. I am frustrated that no notice was sent that an inactivity fee was impending and that when the account balance reached $0, the account would close. There were no notices printed on nor enclosed with prior account statements.

Desired Settlement: I want a refund of the$**** that was charged as an inactivity fee. It can be returned to the account or sent to me by check.

Business Response:

Henrico Federal Credit Union appreciates the feedback concerning communication with our members in regards to fees and account status.  As a not for profit, member-owned, financial institution we must guard our resources carefully. Our process is to include information that reflects changes and charges to accounts with the credit union within monthly or quarterly statements.  This process allows us to limit extra costs in mailing separate notices.  We have spoken to our member in regards to this complaint and reviewed our procedures with them.  The credit union has re-established the account and reimbursed fees.  We appreciate the opportunity to continue servicing this member’s financial needs.

 

***** ****** **** ********* ** ******

 

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: ****************************
Regards,
****** *****


BBB's Final Determination: Consumer accepted resolution offered by the business.

2/20/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: To Whom It May Concern I am writing to express my EXTREME dissatisfaction over being charged for the second consecutive time an overdraft fee when money was available in my account. The reason for the overdraft is because I made a CASH deposit at an approved shared credit center and a hold was placed against it. The last time I made a deposit of cash it was through ******** ****** ***** and I was told there would be a 7 day hold because someone had to count the money and verify my deposit. There is nothing, accept maybe the closing of a house purchase, that takes 7 days in our society. Especially when CASH is involved. I was told I had to give permission for the shared branches to access my account and it didn't matter when the transaction was made if it was before funds posted.. EVEN THOUGH it was the same day within minutes of each other. I was not told of a holding policy and I am sick and tired of finding out something new about HFCU each and every time I have to use a shared branch. When this same occurance happened last month, I called and asked a representative to provide me with a transcript so I could see the time the cash deposit was posted and the time a pos transaction came in. Of course I have yet to get a call back or any type of answer outside of YOU WILL NOT BE RECEIVING A REFUND and that was before Christmas; is it a coincidence that this only happens at the first of the month when a fixed income is involved?

Desired Settlement: I would like a refund in the amount of 60$ applied to my account; i have complied with every request HFCU has required of me in order to use a shared bank options. Even after full compliance has been met I am still being charged with fees because my cash deposits are being held for an unreasonable amount of time.I would also like policy to reflect the fact that overdraft fees will not be assessed when a cash deposit is made pending the accuracy of the deposit information.

Business Response: Please note we have contacted the customer in regards to this matter. Due to privacy policies we are unable to release our response to the BBB.

Consumer Response:

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I am not able to view th business's response; so I can't accept it or decline it

Regards,

********* ******


 

Consumer Response:

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

********* ******


 Dear *******,

I have not received a response from HFCU except for an email in January outlining their Funds Availability policy. I can foward it to you if you would like. If that is what they are calling a response then no I am not satisfied; I have also escalted this matter to the ******** ****** ***** ****** (a federal watchdog office for credit unions) because I feel very strongly that HFCU is in the wrong for holding cash deposits for an unreasonable amount of time because they can and cause their customers to incur large sums of overdraft fees. They need to allow their cash deposits to be available within 24hours and hold customer transactions in a processing  bin until the deposit can be verified, which I was told by an HFCU representative, can be done with a phone call.

 

Regards,

********* ******

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.