Complaints

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

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• 

  Canvas Credit Union

  9990 Park Meadows Dr Lone Tree, CO 80124-6739

• 

  Canvas Credit Union

  5800 S Broadway Littleton, CO 80121

• 

  Canvas Credit Union

  8500 Pena Blvd., Jeppesen Terminal, Level 6 SW Denver, CO 80249

• 

  Canvas Credit Union

  5944 S Kipling St., Ste. 100 Littleton, CO 80127

• 

  Canvas Credit Union

  16900 E Quincy Ave. Aurora, CO 80015

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:07/14/2024

  Type:Order 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 Am not liable for this debt with Canvas Credit Union. I do not have a contract with the collection agency, they did not provide me with the contract as requested.

  Business Response

  Date: 07/26/2024

  Canvas reviewed the contract and loan documents for *********************** and determined that his signature is present on the documents. We also reviewed past correspondence from him, and we have spoken with him on several occasions.We attempted to reach ************** regarding this complaint and as of the writing of this response we have been unable to reach him. If ************** has further questions, we encourage him to reach out to Canvas directly. 

• Initial Complaint

  Date:07/05/2024

  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 insurance totaled our cars due to a hail storm. Our insurance has been requesting from Canvas a letter of guarantee on multiple occasions at which our adjuster just gets a sorry we are behind on these documents response in the meantime our other cars have been taken care of for weeks already with other lenders. Meanwhile Canvas is racking up extra fees! So unprofessional and inappropriate!

  Business Response

  Date: 07/12/2024

  Canvas researched Mr. ********* concerns and we have attempted to reach him to apprise him of the current status of his insurance claim and loan with Canvas. As of the writing of this response we have been unable to reach him. We will send a written explanation of the status to his home address on file with Canvas. We encourage ******************** to reach out to us directly with any questions. 

• Initial Complaint

  Date:06/26/2024

  Type:Customer Service 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.

  told i was approved for a skip payment, made the payment that was required to skip the next payment PLUS CANVAS TOOK THE $15 SKIP FEE! now 3 days later i called because the skip was still not reflecting in my account, now they are saying my account needs to be current to do the skip? But you took my money and the skip fee just 3 days ago! If this is NOT resolved asap i will be contacting an attorney! Plus doing a dispute with my card.

  Business Response

  Date: 07/03/2024

  Canvas reviewed Mr. ******* complaint, we were able to speak with him the same day this complaint was made and explained the process. The payment skip has been processed and **************** has been made aware of the next due date. 

• Initial Complaint

  Date:06/22/2024

  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 am filing this complaint against Canvas Credit Union regarding their handling of my recent vehicle repossession and subsequent communication. On May 25, 2024, my vehicle was repossessed by Canvas Credit Union due to alleged delinquency in payments. Since then, I have been attempting to seek clarification, transparency, and resolution from Canvas Credit Union regarding the repossession process, fees incurred, and communication practices.Despite multiple attempts to communicate and resolve the issues, Canvas Credit Union has failed to provide satisfactory responses or transparent explanations. The lack of transparency and timely communication has resulted in confusion and financial burden on my part.Specifically, I seek clarification on the following points:The exact repossession policies and criteria used by Canvas Credit Union, including any changes to historical payment policies.A detailed breakdown of all fees associated with the repossession of my vehicle, including the $480 repossession fee and $223 storage and redemption fees.Clarification on Canvas Credit Union's notification policies, particularly regarding the Right to Cure letters and repossession warnings.Proof and verification of Canvas Credit Union's claims of attempting to communicate and resolve customer grievances, as they have alleged in their response to regulatory bodies.

  Business Response

  Date: 07/01/2024

  Canvas reviewed Ms. *********** complaint, we attempted to contact her at the number we have on file, however we were unable to reach her by phone. ************************ has recently been in email contact with Canvas, she has asked that we only communicate with her via email. We will continue to engage with her to address her concerns. 

  Customer Answer

  Date: 07/01/2024

   
  Complaint: 21887618
  
  Dear ************************,
  
  Thank you for forwarding Canvas Credit Unions response.
  
  While I appreciate that Canvas has acknowledged my preference for email communication, their response does not fully address my primary concerns regarding the repossession fees, the lack of transparency, and inconsistent procedures.
  
  I am not satisfied with their efforts at this time and wish to keep the complaint open until these issues are adequately resolved.
  
  Best regards,
  
  ***********************************
   

  Business Response

  Date: 07/11/2024

  Canvas has been in communication with ************************. We will continue to work with her to address her concerns. 

  Customer Answer

  Date: 07/12/2024

   
  Complaint: 21887618
  
   Dear ************************,
  
  Thank you for the update. While Canvas Credit Union claims they are continuing to work with me, I want to clarify that many of my key concerns remain unresolved. Here are the main points I would like to emphasize:
  
  Lack of Detailed Breakdown of Fees: I have repeatedly requested an itemized invoice for the $480 repossession fee, which they have failed to provide. This lack of transparency is a significant concern.
  
  Delay in Communication: Despite reaching out on multiple occasions, Canvas Credit Union delayed providing crucial information regarding the location and retrieval of my vehicle, which led to unnecessary storage fees.
  
  Miscommunication and False Claims: Canvas Credit Union falsely claimed they contacted me regarding the June 4th complaint. I have no missed calls or voicemails from them, and my voicemail is not full.
  
  Failure to Provide Receipts and Adequate Documentation: I requested a receipt from the third party responsible for the repossession fee. This request has been ignored, raising questions about the legitimacy of the charges.
  
  Inconsistent Procedures: There was no clear explanation provided for the deviation from past interactions regarding repossession procedures.
  
  Improved Communication Practices: I requested that all important notices be emailed to me due to my frequent travel, but this has not been implemented, leading to further communication issues.
  
  I am willing to continue discussions with Canvas Credit Union to resolve these issues, but I need concrete actions and solutions rather than generic responses.
  
  Thank you for your assistance in this matter.
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 07/12/2024

  We feel we have addressed **************************** concerns appropriately, and we will not respond to repeated requests for the same information. If she has a concern not relating to the issues previously raised we will respond.
  

  Customer Answer

  Date: 07/12/2024

   
  Complaint: 21887618
  
   Dear ************************,
  
  Thank you for the opportunity to respond to Canvas Credit Union's recent message regarding my complaint.
  
  I acknowledge that Canvas Credit Union believes they have addressed my concerns. However, I still have unresolved issues that have not been adequately addressed:
  
  Lack of Transparency and Documentation: I requested an itemized invoice or receipt from the third-party company responsible for the repossession fee, which has not been provided. Canvas mentioned a flat fee and a fuel charge but did not provide documentation to substantiate these charges.
  
  Communication Issues: Despite their claims, I did not receive any direct communication or attempt to resolve my complaint filed on June 4, 2024. I have checked my call logs and voicemail, and there is no record of a call from Canvas during that period. I am prepared to provide my call logs to demonstrate this.
  
  Policy Changes and Consistency: I sought clarification on any changes in Canvas's repossession policies and the reasons behind the deviations from past interactions. This has not been addressed satisfactorily.
  
  Email Communication: I requested that all significant notices and correspondences be sent via email due to my frequent travels. Canvas has not committed to this, which is crucial for timely and documented communication.
  
  Additionally, the issue of the title transfer initiated on May 30, 2024, remains partially unresolved. Although ******************* provided tracking information on July 9, 2024, the delay in processing has not been adequately explained.
  
  I appreciate Canvas Credit Union's efforts so far, but I believe these concerns need to be addressed to reach a satisfactory resolution.
  
  Furthermore, its worth noting that *********************** sent me a separate email stating the same message verbatim, indicating a blanket refusal to address these unresolved issues.
  
  Thank you for your assistance.
  
  Sincerely,
  ***********************************

  Business Response

  Date: 07/26/2024

  We feel we have addressed **************************** concerns appropriately, and we will not respond to repeated requests for the same information. If she has a concern not relating to the issues previously raised we will respond.

  Customer Answer

  Date: 07/26/2024

   
  Complaint: 21887618
  
   Dear ************************,
  
  Thank you for the opportunity to respond to Canvas Credit Union's recent message regarding my complaint.
  
  I acknowledge that Canvas Credit Union believes they have addressed my concerns. However, I still have unresolved issues that have not been adequately addressed:
  
  Lack of Transparency and Documentation: I requested an itemized invoice or receipt from the third-party company responsible for the repossession fee, which has not been provided. Canvas mentioned a flat fee and a fuel charge but did not provide documentation to substantiate these charges.
  
  Communication Issues: Despite their claims, I did not receive any direct communication or attempt to resolve my complaint filed on June 4, 2024. I have checked my call logs and voicemail, and there is no record of a call from Canvas during that period. I am prepared to provide my call logs to demonstrate this.
  
  Policy Changes and Consistency: I sought clarification on any changes in Canvas's repossession policies and the reasons behind the deviations from past interactions. This has not been addressed satisfactorily.
  
  Email Communication: I requested that all significant notices and correspondences be sent via email due to my frequent travels. Canvas has not committed to this, which is crucial for timely and documented communication.
  
  Additionally, the issue of the title transfer initiated on May 30, 2024, remains partially unresolved. Although ******************* provided tracking information on July 9, 2024, the delay in processing has not been adequately explained.
  
  I appreciate Canvas Credit Union's efforts so far, but I believe these concerns need to be addressed to reach a satisfactory resolution.
  
  Furthermore, its worth noting that *********************** sent me a separate email stating the same message verbatim, indicating a blanket refusal to address these unresolved issues.
  
  Thank you for your assistance.
  
  Sincerely,
  ***********************************

  Business Response

  Date: 08/02/2024

  Canvas has a contracted flat fee with our vendor. We have provided the following breakdown of charges to ************************ in past communications. 
  

  $450.00 flat fee

  $30.00 fuel charge

  $480.00 Total

   

  Customer Answer

  Date: 08/09/2024

   
  Complaint: 21887618
  
  The business has responded with the same information as before, once again failing to provide the itemized invoice or receipt I requested. Simply stating a contracted flat fee doesn't address my specific request for documentation. This avoidance is problematic because without proper documentation, there's no way to verify the accuracy or fairness of the charges.
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 08/22/2024

  Canvas has responded to ************************ with a consistent message, at this time we consider the matter resolved and closed. 

  Customer Answer

  Date: 08/22/2024

   
  Complaint: 21887618

  
  Dear ************************,
  
  Canvas Credit Union's response continues to ignore my specific request for documentation, which is not baseless but a standard expectation for transparency in financial matters. Their consistent refusal to provide an itemized invoice or any concrete documentation raises serious concerns about their commitment to transparency and accountability.
  
  In addition to the documentation, I have also sought clarity on other matters related to this issue, which have similarly been met with avoidance. By evading these requests, Canvas seems to be deliberately avoiding transparency, which is troubling and suggests there may be more to hide. I reiterate my request for proper documentation and clear communication, as these are crucial to resolving this matter.
  
  Sincerely,
  ***********************************
   

• Initial Complaint

  Date:06/16/2024

  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.

  Made a payment on my vehicle on time with a proof of payment. I also saved this information and sent it in to these criminals and they still repossessed my vehicle. I had to get my vehicle out of the tow yard which cost me a total of 3700 dollars. They lied about my payment not being on time and they lied about me not making a payment.

  Business Response

  Date: 06/27/2024

  Canvas reviewed Mr. ********* complaint. We attempted to contact him to discuss his complaint and we were unsuccessful. If he would like to discuss his concerns, we encourage him to reach out to us directly. 

  Customer Answer

  Date: 06/27/2024

   
  Complaint: 21857560
  
  I am rejecting this response because: 

  There has been no communication attempts made by these scum bags and liars. If they couldnt reach me they could very well have left a voicemail and message so I could get back to them. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/14/2024

  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.

  I have been a customer with ********************** for several years and have had direct deposit from the same reputable employer for the same amount of time. In the last 6 months, my funds have not been available to me at a consistent time. For example, it is 820 am and I can see my funds are pending and have been for several hours yet, I have no access to them. This is absolutely ridiculous. What is the hold up? They used be available by 7am and now I have noticed that is keeps getting later and later. I live pay check to pay check and rely on that money to be available to me in a timely manner. After speaking with other co-workers, this seems to only be an issue with Canvas.

  Business Response

  Date: 06/27/2024

  Canvas reviewed ************************ complaint, we attempted to contact her at the number we have on file, however we were unable to reach her.We left a message for her with some information regarding her complaint. If **************************** has further questions we encourage her to reach out to Canvas directly,we are happy to speak with her. 

  Customer Answer

  Date: 06/27/2024

   
  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.
  
  Sincerely,
  
  ****************************************

• Initial Complaint

  Date:05/20/2024

  Type:Sales and Advertising 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.

  Been trying to pay my car ***************** account number is not accurate anymore, been calling, emailing with no success. I can't pay online, by phone or anything because my member account number not working.

  Business Response

  Date: 05/31/2024

  Canvas reviewed ****************** complaint and we were able to speak with her to explain her account status. When we spoke with her we felt her concerns were addressed. If she has further questions we encourage her to reach out to us directly. 

  Customer Answer

  Date: 06/01/2024

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:05/10/2024

  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.

  To Whom It May ******** I am writing to express my concern over an unresolved issue regarding a warranty claim for a vehicle that was unfortunately involved in an accident in November 2023. Despite the total loss of the vehicle, and the insurance and gap insurance having settled their parts promptly, the warranty coverage remains unaddressed, causing significant distress and inconvenience. After purchasing the car, which was intended for my grandson, from *********************** Chevrolet South, my co-purchaser and I, both of whom are seniors, have encountered considerable difficulty in our attempts to communicate with Canvas Credit Union, the car dealer ship who works directly with the warranty company, and GWC warranty company. We have made numerous calls and sent several emails seeking assistance with the warranty claim, all of which have either gone unanswered or have not resulted in any substantive action. This situation has been ongoing since we completed all required paperwork well before Christmas of 2023. Additionally, it is pertinent to mention that the continued lack of resolution has not only been a source of undue stress but has also started to negatively impact our credit scores, as the credit union involved has begun daily harassment for a resolution. This is not only inappropriate but extremely disconcerting, given our age and the clear record of our attempts to resolve this matter amicably. We respectfully request your attention to this matter. We are eager to resolve this issue promptly and would appreciate it if you could aid us in the proper steps, we must take to address our concerns. We believe that with your intervention, we can find a satisfactory solution to this unfortunate situation.

  Business Response

  Date: 05/31/2024

  Canvas researched Mr. ******** complaint and worked with the dealership to obtain the refund. The warranty refund has been applied to the principal balance of the loan. We have attempted to reach out to ****************** to update him on the status of the account and have not been able to reach him. We encourage him to reach out to Canvas directly with further questions. 

• Initial Complaint

  Date:05/06/2024

  Type:Billing 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.

  The dealership chose this credit union for my car loan. I paid $19,376.99 by cashiers check as a first payment and it arrived to them in March, 2024 certified mail. The date it arrived was well in advance of my first payment due. I called to verify they received the check. The customer ********************** talked to the insurance department on their end and verified. They told me they would apply it as the first payment to the principle loan. Now its May and they are holding the check. There is no reason to hold the check. I called multiple times each time they say they will apply that payment. However, its May and they are still holding it. Whats worse is they reported me to the TransUnion saying Im over 30 days late. This is wrong. They need to apply the money as an on time first payment and I will continue to make monthly payments as needed. If they charged me late fees, they need to remove those and put my loan in good standing.

  Business Response

  Date: 05/14/2024

  Canvas researched ************** complaint and we have made corrections to her account and to her ********************** report.As of the writing of this response we have not been able to reach her and have left messages for her. We feel ************** concerns have been addressed, we appreciate her reaching out to us for assistance and we are happy to answer any further questions she has. 

  Customer Answer

  Date: 05/14/2024

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:04/04/2024

  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 posted deposits multiple times and they literally took out several hundred dollars in late charges whats clearly written that theyre supposed to do the deposits first and when I brought this up to them, they completely denied it even with my deposit receipts in hand the collection department from the bank. The supervisor wouldnt even call me back because they know theyre wrong and it was funny that even in associate lead banker, acknowledge that they were wrong And has several complaints against the company as well as a manager at a different location had complaints and written in very descriptive notes to the manager in the collections department but I paid the $104 that they wanted but it doesnt make up for all the other money that they stole

  Business Response

  Date: 04/18/2024

  Canvas spoke with ************** he expressed his concerns and we were able to address his questions. We feel Mr.****** concerns have been addressed, we appreciate him reaching out to us for assistance and we are happy to answer any further questions he has.