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Business Profile

Credit Union

Freedom Credit Union

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Credit Union.

Complaints

This profile includes complaints for Freedom Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see

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Freedom Credit Union has 2 locations, listed below.

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    Customer Complaints Summary

    • 4 total complaints in the last 3 years.
    • 2 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/04/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On December17th I used my courtesy pay like I have many many times before but unfortunately I ran into some financial problems so I couldnt pay it back in two weeks like I normally would have then I got a letter from freedom credit union on January 2nd explaining that my account was past due and if I didnt bring the account up to date the account would be closed so I called the credit union and explained that my hours was dropped and thats why I wasnt able to pay the person i spoke to told me she would put that information into my account and she also said that if I didnt make some kind of payment towards the account it would be sent to charge off so I said when will this be she said you still have time but try to make a payment then on January 17th I got another letter before I was able to make a payment telling me my account privileges has been suspended and I have a few days to pay the amount or the account is closed I called again on January30th spoke to another representative explained the same situation to her and she said theres no note on your account which messed me up even more I told her on the second letter it said I could make some arrangements to pay and i would like to know how I can do that she explained shes not sure about that because its the second letter and its probably too late because the account may have went to charge off I said here I am trying to make things right and pay the debt and no one wants to help but they have no problem sending a loyal customer of 20 something years account to charge off without trying to help me at all since I had this account there has never been a problem so on Saturday February 1st I went to freedom credit union in ******** and used the machine to make a payment on the account only for my card and money to be rejected I thought it was probably because it wasnt the full payment but come to find out after talking to ****** on February 3rd my card was also suspended I had no idea about that neither.

      Business Response

      Date: 02/07/2025

      Response Attached

      Business Response

      Date: 02/19/2025

      Could we have a letter confirming we have provided a response and the case is closed?

    • Initial Complaint

      Date:11/14/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Freedom credit union has repeatedly requested Inprovide proof of insurance, I have uploaded my declaration page for my current and previous insurance company. I called today 11/14/2024 to see why and the representative was acting confused after repeating myself numerous times I requested a supervisor. She placed me on hold for close to 10 minutes and came on the line and hung up.

      Business Response

      Date: 12/02/2024

      Response attached

      Customer Answer

      Date: 12/05/2024

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

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

      Regards,

      ***** ******

      Business Response

      Date: 12/06/2024

      Is it possible to get a letter stating this complaint has been resolved for our records.

    • Initial Complaint

      Date:07/26/2023

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have never signed any paperwork or took out any loans with this company. Freedom Credit need to show that I sign any document claiming that I took out a loan for $22,980.00. I have NEVER.

    • Initial Complaint

      Date:01/05/2023

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was sent an email about a Skip A Pay promotion that was running from December-January. I was approved for the promotion, yet $307 was taken from my account and my car payment was still marked late. I called first at 12:30 and Im STILL on hold at 5:46, 4 hours and 26 minutes later. I just want to speak with someone on why money was pulled from my account on the same day I got paid and why Im on hold for 4 going on 5 hours. This is terribly unprofessional and shows horrendous customer service. Who is the call center manager also to look into why my call is being placed on hold for so long.

      Business Response

      Date: 01/11/2023

      January 11, 2023

      Dear
      ********,

      We
      have reviewed ***** *******’s complaint and appreciate the opportunity to respond. 

      ***** ******* stated in her complaint that she applied for the winter Skip A Pay
      promotion for her auto loan, but that her payment was still debited from her
      checking account.  She also stated her
      payment was marked late, and that she waited on hold for an extended period of
      time trying to find out what went wrong.

      To
      be eligible to participate in the Skip A Pay promotion, a loan must be in good
      standing at the time of enrollment.  ***** *******’s enrollment for Skip A Pay did not process on 12/29/2022 because she
      had a vehicle insurance deficiency on her auto loan.  After several unsuccessful attempts to
      establish contact with ***** ****** to resolve the insurance deficiency, a
      collateral protection policy was added to her auto loan on 12/14/2022. 

      On
      1/6/2023, ***** ****** called our call center and was transferred to our Loan
      Servicing Department.  The Loan Serving
      Specialist explained why the Skip A Pay did not process on 12/29/22.  As a courtesy to our member, the Loan
      Servicing Specialist approved a Skip A Pay for ***** *******’s January
      payment.  As an additional courtesy, we waived
      the late fee assessed on 12/22/22.

      If
      you have any questions, please contact me directly at ###-###-####

      Sincerely,

      Maida E*******
      Loan Servicing Manager 

    Freedom Credit Union is NOT a BBB Accredited Business.

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