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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 raised 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
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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
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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
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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.