Complaints

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

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NuVision Federal Credit Union has 10 locations, listed below.

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  NuVision Federal Credit Union

  7812 Edinger Ave Ste 100 Huntington Beach, CA 92647-3727

  
• 

  Denali A division of Nuvision Federal Credit Union

  3400 Latouche St Anchorage, AK 99508-4208

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  NuVision Federal Credit Union

  18600 Eagle River Rd Eagle River, AK 99577-8688

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  NuVision Federal Credit Union

  595 E Parks Hwy Ste 300B Wasilla, AK 99654-8163

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  Denali A division of Nuvision Federal Credit Union

  3020 Minnesota Dr Ste 23 Anchorage, AK 99503-3654

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:07/28/2025

  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.

  NUVISION FEDERAL CRE - ************** I formally request an immediate investigation and the permanent deletion of all items on my credit report that are inaccurate, unverifiable, or noncompliant with federal reporting standards. These inaccuracies have negatively affected my creditworthiness and continue to hinder my financial well-being.

  

  Business Response

  Date: 07/28/2025

  Nuvision Credit Union is in receipt of the above referenced BBB Complaint ID #********. We appreciate the BBB calling this correspondence to our attention and providing us the opportunity to research and respond to it. 

  
  Because our reply will be publicly posted, and because we have a fiduciary duty to protect the private and confidential nature of our membersaccounts and transactions, we cannot respond to the complaint in detail. 

  Nuvision Credit Union management is investigating the stated concerns and will take action to contact our member directly to discuss the details, findings, and resolution. 

  
  Sincerely,
  ******* ********, VP Compliance and Quality Assurance

• Initial Complaint

  Date:07/01/2025

  Type:Customer Service 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.

  My debit card stopped working and I need to order a new one. The only way to do that is by contacting customer service by phone. It is impossible to get someone on the line. Multiple days in a row of 40+ minutes on the line, leaving call back options, tried chat, no success at all in getting ahold of somebody. I have been banking with them for almost 20 years and this is unacceptable. To not have any means of resolving this via the website but then not having any customer service presence whatsoever is ludicrous.

  

  Business Response

  Date: 07/07/2025

  Nuvision Credit Union is in receipt of the above referenced BBB Complaint #********. 

  We appreciate the BBB calling this correspondence to our attention and providing us the opportunity to research and respond to it. 

  Because our reply will be publicly posted, and we have a fiduciary duty to protect the private and confidential nature of our membersaccounts and transactions, we cannot respond to the complaint in detail.  Nuvision Credit Union management is investigating the stated concerns and instead, we will contact our member directly to discuss the details and resolution. 

  Sincerely,
  ******* ********, VP Compliance and Quality Assurance

  Customer Answer

  Date: 07/08/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ********* *****
  
   
  

• Initial Complaint

  Date:06/25/2025

  Type:Product 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.

  In October of 2024 I got a CD online with Nuvision for 2500$ because it had the best rate. I have been unable to gain online access to my account, in which it tells me to call **********. I have called several times with long wait times, never getting answered. I left my call back number with no return call. I am currently trying to call and have been on hold for one hour and fifty minutes. I wanted to find out the maturity date of my CD, but now I just want my money back. I have never experienced such bad service from a bank and will never do business with them again.

  

  Business Response

  Date: 06/25/2025

  Nuvision Credit Union is in receipt of the above referenced BBB Complaint, Case ID #********.

  We appreciate the BBB calling this correspondence to our attention and providing us the opportunity to research and respond to it. 

  Because our reply will be publicly posted, and we have a fiduciary duty to protect the private and confidential nature of our membersaccounts and transactions, we cannot respond to the complaint in detail.  However, Nuvision Credit Union management takes all member concerns seriously.  We are actively taking the steps to investigate the matter.  We will contact our member directly to discuss the details, findings, and resolution. 

  
  Sincerely,

  
  ******* ********, VP Compliance and Quality Assurance

• Initial Complaint

  Date:06/20/2025

  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.

  4/24/2025 I logged into my Nuvision account and was planning on paying off my CC bill of a balance of $111.80 I noticed two pending Tik Tok transactions for the amount of $8.00 each and I do not have the Tik Tok app on any devices. I have never watched Tik Tok on any of my devices and I do not have a Tik Tok account 4/25/2025 I noticed additional pending Tik Tok transactions, so I called back, and I spoke to ***** *****, and I informed her "I do not have the Tik Tok app on any devices. I have never watched Tik Tok on any of my devices and I do not have a Tik Tok account." She assured me that all pending transactions would fall off because the card has been disabled.4/26/2025 I see the two $8.00 Tik Tok transactions hit my account and ********************** closes at 1pm on Saturday, and even phone help is unavailable. I have to wait until 04/28/2025 4/28/2025 I called back and spoke to ***** ***** again and asked her, What Is Going on With My Account? The Tik Tok charges have hit my account. She was a little confused since the card was disabled and I was issued a new card due to arrive in the mail very shortly. We traded screenshots of our screens while simultaneously logged into my account. My screenshot showed the card as "Disabled" in Red and ***** Lopezs' screenshot showed the card as "Enabled" in Blue, Please See Attached Document "To Whom It May Concern for complete information 5/13/2025 I go to the Fountain Valley branch, and I speak to ******* ******* Relationship Manager II and withdraw my $5.00 and once again ******* ******* assures me that this matter will be taken care of, and that the Tik Tok charges will drop off and they will close my CC account 5/27/2025 A bill is generated for the two Tik Tok charges with .24 interest added 6/5/2025 I call ******* ******* back, and she informs me that it may take up to 60 days to resolve the matter 6/11/2025 I received another letter from Nuvision ************************* Please See Attached Document(s) "To Whom It May Concern"

  

  Business Response

  Date: 06/20/2025

  Nuvision Credit Union is in receipt of the above referenced BBB Complaint #********. We appreciate the BBB calling this correspondence to our attention and providing us the opportunity to research and respond to it. 

  
  Because our reply will be publicly posted, and we have a fiduciary duty to protect the private and confidential nature of our membersaccounts and transactions, we cannot respond to the complaint in detail.  Nuvision Credit Union management is investigating the stated concerns and instead, will contact our member directly to discuss the details, findings, and resolution. 

  
  Sincerely,
  ******* ********, VP Compliance and Quality Assurance

  
  

• Initial Complaint

  Date:06/19/2025

  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.

  We are banking like it's 1989 here! Communicating with this bank is harder than anyone who trusts them with their money deserves. I have spent hours that turn into days just trying to resolve a Zelle verification when they froze my profile for my "safety". If there is a freeze for your account or card, there is no follow-up, alert, or way to resolve the issue in a timely fashion. I was late on my bills because of this. They have one number and no one ever answers. I spent 4 hours, on Monday calling them, another 3 on hole yesterday. Do not bank here. You cannot trust an institution with inconsistent communication to hold your money. Time is important and timelines and too, you will be disappointed by this bank. I connected yo my Amazon account and boom another freeze, but no way to solve as I am missing deadlines for an event I have planned and need to order from. I am so done here.

  

  Business Response

  Date: 06/20/2025

  Nuvision Credit Union is in receipt of the above referenced BBB Complaint #********. We appreciate the BBB calling this correspondence to our attention and providing us the opportunity to research and respond to it. 

  
  Because our reply will be publicly posted, and we have a fiduciary duty to protect the private and confidential nature of our membersaccounts and transactions, we cannot respond to the complaint in detail.  Nuvision Credit Union management is investigating the stated concerns and instead, will contact our member directly to discuss the details, findings, and resolution. 

  
  Sincerely,
  ******* ********, VP Compliance and Quality Assurance

  
  

• Initial Complaint

  Date:05/31/2025

  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.

  My checking account with ********************** FCU has charged me over 22 fees within the last 30 days. I have previously call and removed their bounce protection and was assured by their employees that if a transaction was attempted on the account without available funds it would be declined. However, that has not been the case as they continue to allow transactions to go through causing me to be unable to make payments on other accounts. At time of account opening, no account opening disclosure were provided, and when I asked numerous time for them to me, I was advised they would do it but have not done it. I am looking to BBB because as they have reversed a small amount of these fees in the past, they are unwilling to help because I have a credit card that is past due, however I can not make the payment because they have taken all my money with these outrageous fees. I just want to get a refund so I can close my accounts.

  

  Business Response

  Date: 06/02/2025

  To Whom it May Concern: 

  Nuvision Credit Union is in receipt of the above referenced BBB Complaint #********.  We appreciate the BBB calling this correspondence to our attention and providing us the opportunity to research and respond to it. 

  Because our reply will be publicly posted,and we have a fiduciary duty to protect the private and confidential nature of our members accounts and transactions, we cannot respond to the complaint in detail.  Nuvision Credit Union management is investigating the stated concerns and instead, will contact our member directly to discuss the details,findings, and resolution. 
  

  Sincerely,
  ******* ********, VP Compliance and Quality Assurance

• Initial Complaint

  Date:05/13/2025

  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 now spent over a week trying to get the required documents from this credit union to complete my file on my car notes. They have refused to send me the correct information. I have explained mt situation to several people now and they all say in a couple of days. They are sending information I didn't ask for.I need a contact by a manager to resolve this issue.

  

  Business Response

  Date: 05/15/2025

  This communication is in response to BBB Complaint ID #********:

  We appreciate the opportunity to resolve this matter.  As requested, the issue of outstanding requests was escalated to a member of our leadership team.  All of the requested documents were delivered, and we have confirmed that the request has been fulfilled.   

  It is our hope that the complaint has been resolved to the satisfaction of our member and the case is now considered closed.

   

• Initial Complaint

  Date:04/17/2025

  Type:Product 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.

  Horrible service. The chat function does not work. was on hold for a very long time. No clear way to reach customer service. I had to go under "cards" to see an 800 number. And i don't even have a card for the account. I was just clicking on every tab out of desperation. The website is bare bones with very little information on how to get a hold of anyone. The nearest branch to me is 300 miles away. I did not voluntary join this horrible bank. My former credit union dissolved and they took over. Do better. Make your website more functional and transparent so customers can reach you easily or find help on the website. I am just about ready to move my money out and close the account. Do not bank with this credit union.

  

  Business Response

  Date: 04/24/2025

  Ms. *******,

  Thank you for taking the time to reach out regarding your concerns. We spoke on the phone yesterday and I believe I was able to address all your concerns. When I tested our chat service, it was working and we have had no other reports of it not, so please give it another try. It is a quick and simple way to contact us.
  
  We were pleased to let you know you still have access to the Berkeley branch and their wonderful team, just as you did prior to the merger. Also, as discussed, keep an eye out for some changes coming to our Contact Us area of the website as we are working on some improvements.
  
  A member of our team is reaching out to assist with your account related inquiry.

  We apologize for any inconvenience or frustrations you had but hope you are satisfied with the outcome.  We thank you for your membership and it is our hope that this complaint has been resolved.

  
  

• Initial Complaint

  Date:04/11/2025

  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.

  To Whom it may concern,This letter is to inform you that I recently received a copy of my credit report that your company publishes and after reviewing it I found a number of items on the report that are inaccurate. The accounts in question are listed below. Please send me copies of the documents that you have in your files as of this date that you used to verify the accuracy of the accounts listed ****************** Under the Fair Credit Reporting Act, 15 U.S.C. 1681g I have the right to demand that you disclose to me all of the documents that you have recorded and retained in your file at the time of this request concerning the accounts that you are reporting in my credit report. Please dont respond to my request by saying that these accounts have been verified. Send me copies of the documents that you have in your files that were used to verify them. If you do not have any documentation in your files to verify the accuracy of these disputed accounts then please delete them immediately as required under Section 611(a)(5)(A)(i). By publishing these inaccurate and unverified items on my credit report and distributing them to 3rd parties you are damaging my reputation and credit worthiness.

  

  Business Response

  Date: 04/23/2025

  To Whom It May Concern,

  Nuvision Credit Union is in receipt of Ms. ******* complaint.  We appreciate the opportunity to complete a thorough review and address any concerns she may have.  While the nature of the complaint prohibits us from a public response due to the confidential nature of the account, we assure the member, Ms. ******* that we are researching her complaint and will respond to her directly.

  Nuvision Credit Union

• Initial Complaint

  Date:04/07/2025

  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 had a car loan through Safe America credit union, they merged with Nuvision and it has been an absolute nightmare dealing with this sad excuse for a credit union. I want to pay my bill but cannot speak to anyone. I honestly don't think a single human being works for this company. The chat function is useless. I tried calling countless times now and have been on hold for a total of over 7 hours. The website will not allow me to make a payment before I add an account which does not work because the amount you input for the micro deposits is not correct. Now it wants me to start the entire add account process over again. This company is making it impossible to make a payment and are now sending letters saying payment is past due. This place needs to be shut down immediately and held responsible for all late fee's since the merger. It was not MY choice to have my account merged with this lame excuse of a credit union. I am putting my desired settlemnet as Contact by the business and I would very much like that to be from a human not a blanket email response asking me to call your 1 800 number.

  

  Business Response

  Date: 04/09/2025

  In Response to the Better Business Bureau Case ID #********

  Thank you for bringing your concerns to our attention through the Better Business Bureau. We value your feedback and appreciate the opportunity to address and resolve this matter for you. We truly apologize for the inconvenience caused by the long hold times when you tried to connect with one of our agents over the phone and on chat. We understand how valuable our members time is, and we are actively working on improving our service to reduce wait times to provide a seamless experience.
  
  Additionally, we noticed your concerns about the loan payment features available to you. We offer several convenient options to manage one time and recurring loan payments, including:
  Online Payments: Easily make payments with an external debit card or routing and account number through our secure EZPay ********************************* App & Online Banking: Manage your account and make payments on the go between your Nuvision accounts or by linking your external account by completing the micro deposit verification process.
  Phone Payments: Use our automated phone system for quick and easy payments ************.
  
  We attempted to contact you at the number provided to assist with making your payment but were unable to reach you. Please let us know a convenient time to connect during our business hours of 7am 7pm (PST) Monday Friday and Saturdays 9am 2pm. We value your membership and appreciate your patience as we work to improve to reduce our wait times and enhance your experience.