If yes, click here to login.
BBB Accredited Business sinceAdditional Locations
BBB Business Reviews may not be reproduced for sales or promotional purposes.
Savings Accounts, Checking Accounts, Auto Loans, Credit Cards, Personal Loans, Home Equity Loans & Lines of Credit
Request a Quote
View Business Review Inquiries
A BBB Accredited Business since
BBB has determined that Chesterfield 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 affect the rating for Chesterfield 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
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 ManagementMs. Jeanne Dotson, President Ellen Bruton, Vice President of Member Services Mr. Chris Miller, Vice President of Communications & Branding
What is a BBB Business Review?
We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.
About BBB Business Review Content & Services:
Some Better Business Bureaus offer additional content & services in BBB Business Reviews.
The additional content & services are typically regional in nature or, in some cases, a new product or service that is being tested prior to a more general release.
Not all enhanced content & services are available at all Better Business Bureaus.
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
- Guarantee or Warranty
We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.
BBB Complaint Process
Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.
What is BBB Advertising Review?
BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.
What government actions does BBB report on?
BBB reports on known government actions that are relevant to the business's marketplace dealings with the public.
BBB Reporting Policy
As a matter of policy, BBB does not endorse any product, service or business.
BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.
BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.
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|
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
Problems with Product/Service
Read Complaint Details
Complaint: My payment is due on the 20th of the month. I have paid it on the 20th of the month many times and it has never been considered 30 days late. When in route to make my payment on January 20th, I called the CFCU and spoke to a male representative and inquired about hours. He advised they closed at 5pm. I never asked what time the lobby closed. The representative failed to provide the correct information including that the drivethru hours were until 5:30pm at the exact location where he was located while taking my phone call. He gave me other options including making deposit at ATM then paying online as well getting to another location or service center before 5pm. You will see per my attachment that due to the misinformation from the CFCU representative, I was unable to make my payment until the next morning at their Brandermill location which caused it to be 30 days late and discovered in March that the January payment was reported late on Experian. I disputed it and CFCU sent a manual update to Experian, Transunion and Equifax that I was late multiple times as many as 3x 30 Days late. My credit report was severely damaged over the course of the next 60+ days this credit union has erroneously placed late payments including a 30 day late for March 20th on March 20th. Documented. This all occurred while in the process for a new home loan and the credit union was advised of this...it has been very traumatic and stressful dealing with this matter with no goodwill or acceptance of responsibility from CFCU in fact it is moreso as if the VP of Lending by her emailed response, Jessica L****, is more interested in defending employees and retaliating against the customer by manually updating my credit report as 30 days late on the day I came in to make a payment. This is all documented.
Desired Settlement: Immediate removal of any late payments to all credit bureaus (Equifax, Experian and Transunion). I will consider this matter and my relationship with Chesterfield Federal Credit Union satisfied and resolved.
BBB Serving Central Virginia
720 Moorefield Park Dr., Ste 300
Richmond, VA 23236
Re: Case #********
Thank you for allowing us the opportunity to offer our accounting of the events as they transpired with our Member and in this case, the complainant.
On April 20th, our member/complainant visited our Brandermill branch location and submitted an in-depth written request for Chesterfield FCU to correct erroneous credit reporting. After speaking with the member in branch and doing their own review of account history, branch staff forwarded the request to the VP of Lending for additional assistance on April 25th. On April 26th and 27th, a thorough review of the member’s account history, to include payment history, was done and an in-depth email response was then generated and sent to the member addressing each of his concerns individually and providing an accounting of the Credit Union’s actions and research. In addition, immediate steps were made to ensure that all reporting was accurate and updated with all major credit bureaus.
Our member’s complaint states that “My payment is due on the 20th of the month. I have paid it on the 20th of the month many times and it has never been considered 30 days late.” What it fails to say is that payment is generally made on or around the 20th of the following month. Not the month it is due. For example, the December 20th payment was paid on January 21st (32 days delinquent). In addition, the March 20th
payment was paid on April 20th (31 days delinquent). Our member is upset that we will not agree to erase these 30 day late payment recordings from the credit file. At no time has the Credit Union reported the account as greater than 30 days late. The Credit Union does acknowledge a mistake in the response dated April 27th stating that the March payment was paid 33 days late. The correct information was 31 days late. This mistake would not affect credit reporting.
In addition, our member’s complaint states that a male representative of Chesterfield FCU “failed to provide the correct information including that the drive thru hours were until 5:30pm”. Again the member has failed to provide the full picture. In the written dispute received by the Credit Union on April 20th, the member admits to asking about branch hour availability for making a Shared Branching transaction from his account with a different credit union. As explained in the Credit Union’s response dated April 27th, Shared branching services (transactions from accounts held by credit unions other than Chesterfield FCU) may only be made in the lobby, not through the drive through. Therefore the information provided to the member at approximately 4:50pm, when he called to inquire about hours of operation were correct, the lobby (where the type of transaction he was attempting to make must be made) closed at 5pm.
The Credit Union is very sorry that this situation has caused undue stress and trauma on the complainant. Chesterfield FCU takes member service and its role as a credit reporting furnisher very seriously. At no time is it acceptable to fail to correct a mistake or provide misleading or incorrect information in a way that is less than professional and courteous. However, Chesterfield FCU must also report information as it occurred and unfortunately, the complainant made two recent payments beyond 30 days past due. This delinquency would negatively impact the credit file and rating associated. Attached, you will find a copy of the credit union’s response dated April 27th as supporting documentation. If additional information is required, please do not hesitate to inquire and it shall be presented, provided it doesn’t release protected information.
Thank you again, for your time and consideration of this response.
Ellen B. B*****
VP of Member Services
CONFIDENTIALITY NOTICE: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information or otherwise be protected by law. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message.
Better Business Bureau:
It is more than obvious that a different set of eyes need to be laid upon this case. This could have been handled differently through good customer service and common sense somewhere along the line at Chesterfield Federal Credit Union.