Complaints

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

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  Educators Credit Union

  1400 Newman Rd Ste 100 Mt Pleasant, WI 53406-2804

• 

  Educators Credit Union

  150 W Ryan Rd Oak Creek, WI 53154-4402

• 

  Educators Credit Union

  10811 W Park Pl Milwaukee, WI 53224-3618

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  Educators Credit Union

  448 Falcon Ridge Dr Burlington, WI 53105-2416

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  Educators Credit Union

  3525 Rapids Dr Racine, WI 53404-1634

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.

• Initial Complaint

  Date:06/08/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 6/7/2023 I logged on to my bank account at ********************** and notice that my checking account information was missing. I reached out through online messagerto ask what happened and was informed that my account had been closed due to being overdrawn. My account unfortunately was overdrawn, however my bi-weekly pay check from MPS was pending and more than covered the overdraft. I immediately asked about my paycheck that was set to be deposited and was told it would go into the saving account. On 6/8/2023 when my check is generally available, I went to my online account and no check had been deposited. I reached out again to Educators and asked what happened to my pay check and was told that is had been sent back to my employer and I would need to reach out to them to get paid. I reached out my employer and was told I would not get paid until the check was back in their account which could take a week. This has but me in a very bad situation and could easily have been avoided, had Educators called me or given me some kind of prior warning before closing my account. I was told a letter was being sent to me, which obviously I would not receive prior to them closing the account and causing me to be without my pay check for who knows how long. I wanted to add that I have been a member at Educators since I began teaching at MPS 30 years ago and have paid off several loans I have taken from them, etc., unfortunately the last ***** months have been challenging, but I am employed and they know that my biweekly checks get deposited into their bank (this has been happing since direct deposit began), so why would they close my account with out letting me know. One person indicated that my account had been overdrawn for 34 days which is incorrect. My account was not overdrawn on 5/29/2023 and 5/30/2023 was the first day I would have been overdrawn which is not 34 days from 6/7/2023. I understand that business have rules, I just can not understand a business not informing a customer prior to doing something like this that significantly impacts a persons life. I also do not understand why they would close my account, causing my deposit to be rejected which would have ensured that my overdraft was paid. Now they are not paid and I do not have the means to pay them until I can get my check which may not be for another week. This business has won the best credit union in ********* on several occasions and I do not understand how they can demonstrate such poor customer services and receive that recognition.

  Business Response

  Date: 06/13/2023

  Thank you for giving us the opportunity to address this situation. We take great pride in meeting the needs of our members. We did attempt to contact our member both via telephone and via email to further discuss this matter and to address any concerns. Our member had gone beyond the *** limit on her account and the account was closed to protect her from accruing fees.

  We have subsequently reversed all fees and attempted to contact her regarding restoration of her account. We are still willing to work with her.

  Thank you again for allowing us to rectify any concerns.

   

  Customer Answer

  Date: 06/13/2023

  [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,
  
  ***************************
  

• Initial Complaint

  Date:05/12/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  After activating BED BATH BEYOND on the UCHOOSEREWARDS the previous day. I SHOP INSTORE BED BATH & BEYOND ON 04/28/2023 HOWEVER ONLY EARNED Transaction Amount 72 Points 1 Points per $1 ****** Instead of the offering 5 Points per $1 Why are we activating these offers prior to purchase if they are not going to be honored?The institution did not respond to the above aforementioned inquiry using its webform on the website.

  Business Response

  Date: 05/17/2023

  Thank you for giving us the opportunity to respond. We always strive to meet the needs of our members. I believe that this explanation should clear up any confusion. We are very excited about our UCHOOSE REWARDS program. I am enclosing a link that explains the program in detail. 

  ***********************************************************************;  

  The 72 points that you have earned so far are ECU issued points. This was a merchant-funded offer. As noted on this link, It can take up to 60 days from the transaction date for transactions to appear on the My Rewards tab. If points from a qualified transaction do not appear after 60 days, visit the *********** to email a representative or call ************.

  We reached out to the merchant for you. You will receive these merchant-issued points within 30 days.  Please feel free to contact ** directly with any future needs or concerns.

  Customer Answer

  Date: 05/17/2023

  I have reviewed  the response by the business in reference to complain ID ********. The author doesnt explain why there was a communication breakdown, not answered two webforms and a email.  Do members have to rely on BBB for communication?  
  

  Something got lost since this financial institution was initially founded by teachers in **** with a guiding principle of not for profit, not for charity, but for service.  I will be that member that continues to remind them. 

• Initial Complaint

  Date:03/30/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 suffered from financial hardship due to job loss.Due to that I did not have any money coming in and was past due on all bills; facing eviction, had no internet, and my lights off.During that time, I couldn't pay my car note but I kept in contact with them letting them know when was the soonest time I thought I would have money.I started a job that was canceled the same day and required me to push my payment date but each time I notified them.Every single time I called, I was told they would leave a note on the account or pass it along. I was never told that I needed to talk to a different department. At this time, I asked them if they were going to try and seize the car to which they told me I would receive a letter in the mail about legal action but my account would be frozen.I asked what they meant by frozen and if that meant no activity at all ( deposits and swiping) and she said it meant none of my cards would work.I wasn't worried because as soon as I got any money I would just give them my card to complete the payment and have my account active again. However, fast forward to March 5th, I received an unexpected check amounting to enough for me to pay my Educators Credit Union account so I deposited It into my other account. Finally, the money was released in my account, and I went to log into my Educators account to add it and to pay the loan but it told me I needed to call the facility.I called them on March 7th, at 8:28 AM bc I couldn't access my accounts. I was told they had been closed. As stated before I was never told that my accounts were being closed.I then called again at 8:39 AM This time I spoke to a rep and completed the payments and was transferred to ******. his tone was very condescending. I have 2 loans open.I'm now inconvenienced because I have to call and pay $10 fee or mail a check to pay my loans. I can't access any of my important loan info w/o calling them.I feel uncomfortable not being able to monitor my loans/payments at my leisure.

  Business Response

  Date: 04/12/2023

  We always strive to meet the needs of our members and of our former members.

  I believe that this explanation should clear up any confusion which you may have. This matter involves two completely separate account situations. Our member had two accounts.

  The closing of her account had nothing to do with late loan payments. She did have limited account services due to her being delinquent on her loan payments.

  One of her accounts went negative and was ultimately charged off. This led to all share accounts being closed. She had a charged off share with a balance due and owing. As is our policy, if she were to pay that negative balance, she could apply for a new account in 90 days.

  Thank you for allowing us to address your question.

• Initial Complaint

  Date:03/29/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 been with this bank for 6 years and Ive had nothing but amazing customer service and experiences with them up until now. I contacted educators about fraudulent charges on my account and they absolutely made everything worse. If you know how it feels to have a huge amount of your money that you get up and work for every day taken from you then you know how devastated I was when I discovered this, and just for them to make me feel even worse is unacceptable. I told them the entire story of what happened and I clearly stated that the person added money to cash app and converted it into bitcoin and then sent THEMSELVES the funds. I NEVER stated that I, myself sent this money to anyone because that is NOT what happened. They did not even try to investigate this or recover my funds but instead refused to take any action beside making me change my credentials and locking me out from the little money that I did have left which only made things more difficult for me. It is disgusting how they talked to me with no empathy, understanding, or regards. I understand that this is just a job for them and Im only a voice on the phone but this is my life that is affected. I am now facing homelessness with my 2 children because that money was my deposit on my new house. They do not care. They made me feel as if I was a liar and a junky trying to get over. I am a hardworking mother and a student nurse who will be graduating college next year with a BSN. I work a full time job for ******** as an agent. I am a human being with an actual life and feelings. Nobody deserves to go through this and be told that they cant get their money back when they definitely can. Fraud is intentional deception to secure unfair or unlawful gain, which is what happened to me and I deserve a fair investigation and attempt to recover funds from this bank that Ive stayed with for 6 years! Unbelievable..

  Business Response

  Date: 04/12/2023

  We always strive to meet the needs of our members.

  We have had an opportunity to fully review your comments. To that end, we have conducted a full historical examination; including a review of account history, transaction history, a review of documents, calls,and other related contacts.
  
  Based on said evaluation, we are confident that this explanation should clear up any confusion. 

  Our member did call in to state that she had flash cashed a payment through digital banking for an 'investment'. She indicated that she now believed that it was fraudulent. Despite the fact that she had voluntarily authorized this transaction, we did refund her and took a substantial loss.

  Thank you for allowing us to address this matter.

   

• Initial Complaint

  Date:02/25/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 am not liable for this debt with US Bank and do not have a contract with US Bank. They did not provide me with the original application like I asked.

• Initial Complaint

  Date:01/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 an education loan through this lender and they are unable to provide me with help on lowering my minimum monthly payments. The options that I was given were refinancing and speaking with a financial advisor. I spoke with both and neither were able to help me. The lender is not budging on the minimum payment amount, even though I have come to them prior to my payments being due, informing them of my hardship. I would like for someone to help me with this complaint against this lender, because no one at this institution seems to be able to help nor hear out my situation.

  Business Response

  Date: 01/06/2023

  
  Thank you for giving us the opportunity to address this situation. We take great pride in meeting the needs of our members.
  
  I think that its important to outline the specific details of this loan. The referenced education loan is a private student loan. The terms and conditions were clearly outlined during the application and approval process. The member was given a 6-month deferral from graduation, at which point, payments were due monthly. She was made aware that we could not offer her any further deferrals.Repayment of the loan was to commence in November of 2022. The terms of the loan set a maximum repayment of 180 months.  Our member contacted us and indicated that she could not make her agreed upon payment and wanted us to accept monthly payments in an amount that would result in the loan never being repaid. It would be a negatively amortized loan.  This would obviously not be feasible.

  
  In an effort to assist our member, we did refer her to GreenPath. GreenPath is a financial counselor which we have partnered with to offer members advice and financial counseling. We further aided our member in recommending that she contact *******, to explore refinancing her loan, as we do not offer in-house refinances on education loans.
  
  We remain willing to assist our member in meeting her obligations.
  
  As always, please feel free to contact us directly with any questions or concerns.

  
  

• Initial Complaint

  Date:12/15/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 had two checks that were deposited into my account (December 2021 and January 2022). April 2022 my account was closed for "missing endorsement"(it was signed with my signature and my name was on the check). I had checking, savings and 4 custodial accounts. They wouldn't allow me to close out those accounts and had me listed as fraud. I however received money orders in the mail for the 4 custodial accounts I had for my children that were written out to them who were all minors making it impossible for me to cash them because they were only in their names and not mines. Educators gave me a hard time getting them cashed as well as if they didn't close the accounts and provide the money orders. Took me weeks to cash them(going to different educators location, couldn't do drive through, had to go into a branch, had to speak to branch manager etc) . When I was finally able to get them cashed they charged me $10 a piece to cash money orders on accounts I asked to close out and withdrawal money from months prior to. Unable to use my points to perks that was earned.

  Business Response

  Date: 12/16/2022

  
  
  Educators Credit Union strives to meet the needs of our members. We live daily through our core values of honesty, integrity, fairness, respect, and excellence. We hope that our members live by those same values.

  
  Needless to say, we were quite surprised to receive this complaint given the true history and circumstances surrounding this matter. The recitation of the facts is inaccurate and missing very important information.

  
  As it relates to the two checks which were referenced, both of those checks were made payable jointly to the order of you and to another party. They were not made payable to just you. In order for the checks to be properly negotiated, a valid endorsement by both parties is required.

  
  On December 30, 2021, you endorsed a check in the amount of $6,522.70. That check required an endorsement by the other party. You did not get that endorsement. Without authorization, you negotiated that check through your mobile banking app. On January 21, 2022, you endorsed a check in the amount of $2,467.60. That check required an endorsement by the other party. You did not get that endorsement. Without authorization, you negotiated that check through your mobile banking app.

  
  Educators Credit Union subsequently received missing or forged endorsement affidavits signed by the other party. Pursuant to the Uniform Commercial Code and statutory authority, we were required to reimburse the funds which you had retained without legal authority. We contacted you and informed you that both checks had been returned and that your accounts would be closed if the matter wasnt remedied. Your accounts had substantial negative balances given your actions. You did not take respond to our efforts and your accounts were closed.

  Customer Answer

  Date: 12/16/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  As stated in my original complaint I stated the reason why the account was closed . The checks were endorsed to me with my name in which the employees at educators credit union accepted each time . These checks were reissued to me again . Thats not what the problem or complaint is . I never argued the fact of the funds thats owed on the account. I reached out to educators for a repayment plan however what was offered doesnt fit my budget but will be taken care of . The customer service aspect is what you seemed to miss in the complaint. I asked to close my children accounts out , those accounts had nothing to do with mine . I was told no that I couldnt but later the accounts were closed and money orders were sent in Childrens name all under the age of 14 who cant cash checks . Again with the customer service aspect I then had the run around trying to cash these money orders even at educators credit union who sent out the money order themselves but would not cash . It took me weeks to get them cashed . Usually a bank that endorsed the checks cash the check with no problems. I asked to use my perks for

  points before the account was closed out to help take care of the balance on the account . So again with the customer service aspect I should not have been charged $10 per money order (3) to cash money orders on accounts that could have been closed out and money withdrawn when I was in the branch . Instead I received money orders two months later. The perks were earned and should have been able to be used since the account was still open. The checking was closed and moved over to the savings and still open.None of these issues were addressed in the  response so Im not sure how  the complaint was even addressed . 
  
  Regards,
  
  ***************************

  Business Response

  Date: 12/20/2022

  Once again, based on your actions in improperly negotiating the previously referenced insurance checks, your account was drawn negative in the amount of $6,557.29.  You did not remedy the situation... despite agreeing to a monthly payment plan. Your account was closed and all other accounts which you were associated with were closed. Based on your inability to be a member, you were not eligible to be a custodian on any custodial accounts. The checks on those accounts were mailed to the rightful owner(s)/children. At that point, you had the option to open a custodial account at a different financial institution to negotiate those checks. Instead, given that you were a non-member, you were charged the non-member fee for negotiating the check(s).
  
  As it relates to the Points for Perks Program, our disclosures clearly state  that your account must be in good standing (i.e., not delinquent or canceled, or otherwise not useable for charges) to use rewards. Your financial institution reserves the right to terminate or suspend your standing in the Program or deduct other rewards from your accumulated total if your account is not in good standing.
  

  Customer Answer

  Date: 12/22/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear Once again those checks were made out in Childrens name ONLY!! Not mine and the children so there was nothing I could do with them at other locations, check cashing places or let alone from Educators Credit Union who actually issued the cashier checks but gave me the run around. Just doesnt make sense at all . Again when a check is drawn from that bank they will cash it with. .I even asked to just have those funds from the custodian accounts to be transferred into that account to help bring down the balance . My intentions were to settle the account and I stated what I could afford not what they thought I should pay . I never signed the agreement for that very reason. I read numerous complaints when I went to file this one and now I understand why. 
  
  Regards,
  
  ***************************