BBB Accredited Business sinceAdditional Locations
BBB Business Reviews may not be reproduced for sales or promotional purposes.
This company provides all types of credit union financial services.
Request a Quote
View Business Review Inquiries
A BBB Accredited Business since
BBB has determined that Capital Educators 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 Capital Educators Federal Credit Union include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 5 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||4|
|Total Closed Complaints||5|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||3|
Business ManagementMr. Todd Erickson, President/CEO Ms. Trudi Mayes, VP Member Services Ms. Jessica Bevis, VP Branch Operations Ms. Kathy Palumbo, VP Marketing
Hours of Operation
|M||:||8:30 AM - 5:30 PM|
|T||:||8:30 AM - 5:30 PM|
|W||:||8:30 AM - 5:30 PM|
|Th||:||8:30 AM - 5:30 PM|
|F||:||8:30 AM - 5:30 PM|
|Drive through is open until 6:30 PM Monday through Friday.|
Service AreaThis company serves the Treasure Valley area.
Customer Review Rating plus BBB Rating Summary
BBB Customer Review Rating plus BBB Rating Overview
275 S Stratford Dr
Meridian, ID 83642 (208) 884-0150 Directions
PO Box 570
Meridian, ID 83680
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.
Additional Email Addresses
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: I paid my ******* *** *** off Oct 20 2015 and have not received my title. I contacted them and they said that it had been sent to my old address and had just returned that I had to send a change of address so they could send it to me.I did that and waited and called again and was told that it was was in the mail I waited again and called and was told that they didn't know where it was I told them that they needed to attempt to find it and call me about the problem the next day. they did not call all I want is my title for my *** witch they had and can't find sincerely virgil
Desired Settlement: get my title
Our member stated he did not receive his title when he paid his loan in full on his ******* *** **** The member’s title was mailed on 11/3/15 but was returned to the Credit Union due to a bad address. Member was sending a signed, updated address change request on 11/17/15 so we could resend the title. The address was updated on 11/24/15. The title was resent to the member on 12/2/15. The Credit Union called the post office to attempt to locate the title. The post office did say the member had a forwarding address, but would not disclose any other information. The Credit Union has attempted to call the member several times since 12/21/15 to verify if he now has his title, but have not been able to connect with the member or leave a voice message. A letter was sent to the member on 12/28/15 to ask if he now has the title and to apologize for any inconvenience this may have caused.
Problems with Product/Service
Read Complaint Details
Complaint: I refinanced a **** ******* ******* on 3-6-15. I stated multiple times that this most likely would be a short term loan and asked about fees, refunds, pre-payment penalties, and specifically asked the loan officer is there was anything I should ask that I hadn't already. The answer was no. While signing paperwork, I was offered GAP protection. I was told the benefits of protection and agreed to sign up for it. I was charged an additional $395 (according to paperwork) for this. On 10-5-15, the loan was paid off. I hadn't receive a refund for my GAP insurance after 6 weeks, so decided to go the credit union for more information. I first went to the CapED branch on **** and attempted to see if I needed to get paperwork to get a prorated refund on my GAP insurance. The teller seemed confused by this request and had to ask someone else about it. After a few minutes of waiting, she returned and stated she couldn't find anybody, but was going to ask another manager. After another 3 minutes or so, she returned and said there was only a 60 day refund policy. According to their website ( https://capedfcu.q2solutions.com/ConsumerSite.asp?Page=43&LMPage=GAPFAQCategory&Category=purchasing#gapbenefits ), you get "Low cost protection with a 60-day free look". Because this wasn't the main branch, the lack of training and how long it took to get an answer, I decided to go to their main branch. At the main branch, I asked the teller if I could have some paperwork to get a prorated refund on my GAP insurance. She too, had a confused look on her face. This time instead of leaving me at the counter by myself, she made several phone calls. After the 4th call, I was told that there was a 60 day refund policy. I asked to see a loan officer and after a 5-7 minute wait, someone greeted me and asked me to go to their office. He grabbed my information and looked up my account. I asked the loan officer about a prorated refund. He asked if I had contacted the dealership about getting the refund. He continued to explain that they would be the one holding the paperwork and that I shouldn't have an issue getting the refund. I explained that I did all paperwork in the office next to his and there was no dealership involved. He too had to make a couple of phone calls. While the loan officer was on the phone with the last person, I was again asked if I had gone to the dealership to get the refund. I explained that it was all done at this branch. After telling them that, I was again told that there was only a 60 day refund policy. I asked about getting something in writing, and he made another call to find out how to print out the original paperwork. He continued to explain that GAP insurance was $495 and told me that if I call 1-800-711-4280 and go directly to the source, I may have better luck. He mentioned $495 multiple times as the price of what I paid, but my paperwork stated $395. After leaving the branch slightly upset and even more confused, I called the number he provided. The lady that answered the phone apologetically said she could not assist with what I was asking. She worked in a claims only department. I asked if there was a different number I could call. She said there was no other number that she was aware of, offered her apology again and asked if there was anything else she might be able to assist with. I apologized for wasting her time and thanked her for the information. I went back to the CapED website to find out more information about GAP. After following a few links, I received a warning about the accuracy of content on 3rd party sites and had to click OK. I was taken to https://capedfcu.q2solutions.com/ConsumerSite.asp which states $495 for gap. After following a couple more links, I found something that stated that Gap insurance was handled through QBE. http://qbena.com/policyholders/consumer-education-center/auto.aspx is what I found. At this point I have spent several hours calling, driving to different branches, and talking to multiple people. I've received incorrect information, met numerous people that apparently don't know their own policies and have been told there was only a 60 day refund policy.
Desired Settlement: After having the loan for only 7 months (of a 60 month loan), I would like a prorated refund of my GAP insurance. Additionally, I think it would only be fair to state on their website that this is not refundable after 2 months instead of "getting a 60 day free look". In the very least, put a * next to that statement and give an explanation at the bottom of the page.
*** ******* purchased Guaranteed Asset Protection (GAP) on 03/06/15. The fee was $395.00 at the time of purchase. As he mentioned, there is a link on our website which outlines frequently asked questions and benefits of purchasing GAP. One of the benefits mentioned is the low cost with a 60-day free look. In addition to the general information on our website, we always have our members read and sign a GAP Waiver Addendum once they have decided to purchase GAP. *** ******* signed the GAP Waiver Addendum which defined the coverage, exclusions and cancellation terms. The Addendum states, on page 1 and on page 3, that it may be canceled for a full refundof the effective date and if the cancellation is received after 60 days there is no refund.
Problems with Product/Service
Read Complaint Details
Complaint: I attempted to make a $1000 cash principal reduction to my auto loan via the drive through at the McMillan branch on 05/08/15. Branch employees (multiple) explained that the system does not allow for a principal only payment and that my only options were 1) wait until my billing date of 05/20/15 to pay down principal, or 2) apply my $1000 to a P&I payment on 05/08/15, and still have my standard scheduled 05/20 P&I payment drawn automatically. This is a problem because: 1) my loan document says I can prepay my loan at anytime with no indemnity; 2) the banker that closed my loan and the underwriter that worked my loan confirmed that I could pay down principal only at any time; 3) it will cost me slightly more interest ($5.27); 4) it will require me to make another trip to the branch on 5/20, which is difficult for me to accommodate. I already left work early and made a special trip to the branch for this transaction once, and dislike that I must do it again.
Desired Settlement: The business needs to educate tellers and all branch personnel about proper payment handling and loan closing procedures. Those closing loans and accepting payments should understand the different components of interest accrual and legal processes required per the loan documents. I would like an adjustment/refund for any interest accrued on my loan between 05/08/15 (date I attempted to make a payment) and 05/20/15 (the scheduled billing date I was told I had to wait for to make a payment), assuming a $1000 principal reduction. Per my calculations, the difference in interest accrued between this period is $5.27.
CapEd has been unsuccessful in attempts to contact our member for resolution of the complaint. Since receipt of this complaint, we have investigated the specific loan, and the capability of our processing software to manage principal-only payments. Our intention is to apply the $1,000 payment with an effective date matching that of the original request and refund the complainant any excess interest paid as a result of not allowing the requested principal reduction. Additionally, we are evaluating internal policy/procedure with a goal to allow principal-only payments be made to consumer loans; any changes to internal policy/procedure will be followed by training for all appropriate employees.
|2/5/2014||Billing/Collection Issues | Complaint Details Unavailable|
Problems with Product/Service
Read Complaint Details
Complaint: They boast that they have an automatic transfer system that allows for your transactions that overdraft your account to be covered by your savings account. However, this system is convoluted, there is no written policy on how these transfers are processed. These are convoluted banking policies meant to elicit more fees. Their system hides transactions from the ledger and processes them separately so as to max out the number of transfers to cover the balance. This causes the account to use all 6 Federally allotted automatic transfers from savings into checking. Then the courtesy overdraft fees begin to add up. So, your accounts automatically transfer funds into your checking before it has over drafted- using up all of your automatic transfers before they are necessary.When approached about this problem, customer service was sub par. It was explained to me repeatedly how the system works- that, by federal regulation, each account is only allowed 6 automatic transfers. Then courtesy fees have to cover any further transactions. Why funds were transferred before necessary was not addressed directly. They were apologetic for the inconvenience but unwilling to change the system. They said they are working on changing the system but cannot do anything about it at this time. I was denied information on why and how the system processes these automatic transfers as there is no policy or information available to consumers. I am very disappointed. I have been with this credit union for ten years, and I was dismissed in a ten minute conversation. I was given the option to attend board meetings and write to the board members to have my concerns heard. I felt that publicly stating this problem would be of more service. Do not be a financial victim of this credit union's poorly designed system and representatives' lack of concern with the irrational procedure. They were completely misleading about what this automatic transfer system offers. And unable to produce policy about how the system works.
Desired Settlement: Refunded the courtesy pay fees. Produce information on how automatic transfers are processed- why they can, with no reason or policy guidelines, transfer funds repeatedly and unnecessarily from savings. This maxed out those automatic transfers allowing them to begin implementing "courtesy pay" policy and profit from fees on my account.
The member called our Contact Center on Thursday, October 17th about The call was escalated to the Contact Center Manager. At this time, the Credit Union’s savings accounts are non-transactional accounts and are limited to six automatic transfers per month without a signature from the account holder. The member had reached her maximum allowed transfers and she had made several non-PIN transactions with her debit card. Once these debit card transactions occur, a hold is placed on the checking account to ensure funds are available for this purchase, since the purchase was approved for the merchant. Once the transactions post to the checking account the hold is released. The member also has Courtesy Pay available on her account, so when an additional purchase was made she received our $23 Courtesy Pay Fee to cover this approved purchase since the checking account did not have enough balance available. A transfer from savings was not available due to the Reg D monthly limit.
The Contact Center Manager explained this process to the member and sent her a follow-up email at ***** ***. on ******* **** with more details. She reviewed the new account disclosures and sent the member a new copy for her files. She also immediately refunded the member her $23 Courtesy Pay Fee. She provided the member with some suggestions on using her PIN on purchases if she didn’t want funds to go on hold, as these purchases will immediately post to her account. She also advised her to login online and do one large transfer to her checking account before making any purchases so the funds would not have to transfer from her savings for each individual transaction and she would not exceed the six transfer limit.
Below are a couple key areas in our disclosures that were reviewed with the member:
***Point of Sale (POS) Transactions. You may use your card to pay for purchases at places that have agreed to accept the card. Purchases will be covered by funds deducted from your designated checking account, subject to the limitations described in this Agreement and Disclosure. The available balance in your account may be reduced by the amount of any transaction as soon as the merchant has received authorization from us, even if the documentation evidencing the transaction has not yet been received and processed by us. A merchant is not required to receive prior authorization from us on every transaction. When the documentation has cleared through us, any hold placed on your account for the amount of the purchase or other transactions will be released and your account debited for that amount.
***REGULATION D TRANSFER LIMITS. Reg D imposes a six transfer/withdrawal limit on savings accounts, which includes the following types of transactions: preauthorized or automatic withdrawals; telephone transfers; and transfers initiated by personal computer to another account at the same credit union or to a third party during a calendar month. Transactions not included in the six transfer/withdrawal limit include: Credits to an account; transfers from a credit union account to the same credit union for purposes of repaying loans and associated expenses; and transfers or withdrawals you make in person, through an ATM, by mail, by messenger, or by telephone (which results in the mailing of a check to you). If you request more than six Reg D transfers during a calendar month (including automatic transfers from savings to checking) we are prohibited from making the transfer. Your checking account will be charged overdraft or insufficient fund fees to pay or return items not covered by a transfer of funds or an overdraft plan.
At CapEd we are always looking for ways to improve our processes and service to our members. We welcome feedback and suggestions on how to accomplish this. The Contact Center Manager did explain we are actively reviewing how to make changes to our savings accounts and to our authorized hold processes to see where improvements can be made with our core processor. Please let me know if you need any further information.
Customer Reviews Summary