Business Profile

Credit Union

Canvas Credit Union

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

88 total complaints in the last 3 years.
36 complaints closed in the last 12 months.

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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:09/20/2023
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.
The Bank Canvass credit union was issued a check for the amount of ****** to pay off a vehicle loan that the payoff came to 18.446.00 and now the bank is refusing to refund the remainder of the check ****** and claiming they are charging me for Septembers payment when i relinquished the mustang on August 25,2023 and the check covered the full loan. This bank is with holding a sum of 500 and is refusing to provide it back.
Business Response
Date: 10/02/2023
**************** had an auto loan with Canvas. **************** sent in a check to pay off the loan, and the excess funds from the payoff were placed in her account. The day after applying the payment,Canvas received a stop payment request on the check from ****************, so the payment was reversed and Canvas took the account into the negative to cover the reversed amount. This history was reflected in the document **************** attached to her complaint. We are happy to discuss with **************** if she has further questions.
Initial Complaint
Date:08/25/2023
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 had nearly $1000 dollars stolen from my account spread over 4 charges from the same *** in a store that no one in my home goes to. I disputed the charges on 8/3 , the bank refunded me. Next we get a letter stating that 1 of the disputes has been overturned and the bank would take back $103 of those dollars back on 8/25. Called the disputes ***** to be told that we stole our money. On 8/25 the bank took funds from our account equal to all 4 charges in question with out notice. Through all of this we requested for the *** fraud ***** to contact me multiple times to work on this problem and were never contacted or transferred. On 8/25 after another call to the disputes ***** the fraud **** contacts me to tell me I need to file a police report and try to get camera footage that is now over a month old to make them believe that my wife and I didn't steal our money.
Business Response
Date: 09/05/2023
Canvas reviewed Mr. ******** complaint, we have spoken with him to explain our position. At this time we are continuing to work with him while he gathers further evidence he did not make the *** transactions. Canvas will follow up with ****************** directly.
Customer Answer
Date: 09/11/2023

Complaint: 20522736

I am rejecting this response because:
Canvas is not actually working to resolve the issue, they are holding strong in saying that their fraud investigators can't help unless I investigate the fraud myself, and I still have not been contacted by Canvas regarding the fraud, or the blatant disrespect and slanderous accusations my wife and I have endured.
Sincerely,

***************************
Business Response
Date: 09/29/2023
Canvas has spoken with ****************** on several occasions, we have explained our position and what we would need to continue to investigate.
Customer Answer
Date: 09/29/2023

Complaint: 20522736

I am rejecting this response because: Canvas Credit union is not investigating anything they are requiring me to investigate. Furthermore, they have not contacted me multiple times, only once, and absolutely no correspondence about the slanderous accusations and disrespect my wife and I have endured from their employees. I have provided them a police report number, and have done everything they have asked of my and have been a member with Canvas for over a decade, and this is the treatment I recieve? UNACCEPTABLE!!!

Sincerely,

***************************
Initial Complaint
Date:08/23/2023
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.
8/22/2023 canvas credit Union took money from my savings account without warning or permission to pay a negative balance in my checking. While j understand their position, I needed that money to live as I am disabled and going through a rough patch while waiting for unemployment, disability, and my student loan. I had $1100 in my savings which they took ALL OF to still leave me with a negative balance. Now I am not sure how to pay rent or pay for food. To my knowledge this wrong has not been righted. Moreover, from my understanding, this is an illegal practice as I never agreed to this. Beyond those issues, canvas has not changed my overdraft fee option despite numerous attempts to turn it off. Lastly, I had an identity theft issue in February and nobody would listen to me or even offer to investigate. Instead they gave a hollow apology. I would like to be reimbursed and get all of my money back at this point and will be closing my account with them.
Customer Answer
Date: 08/28/2023
Half of the documents showing multiple charges and continuance of old charges, sometimes 2-3x a day for the same bill/place.
Customer Answer
Date: 08/28/2023
Proof of disability, asking for help, etc.
Customer Answer
Date: 08/28/2023
Proof of disability, asking for help, etc.
Business Response
Date: 08/31/2023
Canvas has attempted to contact ****** multiple times to discuss their concerns. They have contacted us and asked us to stop calling, if ****** would like to discuss their concerns, we encourage them to reach out to Canvas directly. We are happy to assist.
Initial Complaint
Date:08/10/2023
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.
My cell phone was stolen from union resivoir in ******** Colo on 7/31 on 8/2 someone deposited a fraudulent check for the amount of ******** that amount was then sent to cash app and then sent again to another cash app. When I called the bank about it the bank has said there is nothing they can do because they have no dispute rights to cash app. The issue is the check should've never made it into the bank because of the way the check was written and endorsed isn't even up to canvas standards and they allowed it. So now my bank account is sitting negative and they are expecting me to correct that. Which I will not because I didn't do this. I have taken all the proper steps with cash app. But canvas is pretty much making it know that I'm the one doing this and that they aren't gonna help with this at all.
Business Response
Date: 08/18/2023
Canvas investigated the fraud complaint made by ******************. Our **************** spoke with ****************** to explain our position prior to receiving this complaint. Canvas has attempted to contact her since receiving this complaint, at the time of this response we have been unable to reach her. If she has further questions, we encourage her to reach out to Canvas directly.
Customer Answer
Date: 08/29/2023
Canvas has been everything but helpful. I keep being told that there is nothing they are going to do about this matter. I sat in an actual branch yesterday and that manager just kept telling me I don't know what to tell you. Which leaves me very upset with them and they are losing all my business and i will make sure to let everyone know how canvas is. They are acting like I'm the criminal in this situation. I will be contacting a lawyer regarding this matter. And furthermore i will not be paying back the amount of money they expect me too and as far as I'm concerned they owe me money for this. They have allowed a hacker to turn my life upside down and refuse to take an accountability for it when that check should have never made it into my account to begin with so because their new system doesn't do its job its left up to me to fix.
Customer Answer
Date: 09/12/2023
Canvas has told **** the same thing. Which is the furthest thing from the truth. I spoke to the person who answers these types of things yesterday and she wasn't even aware that I haven't spoke to any one in that department. I will not stop until they fix this problem. my next move is getting an attorney
Business Response
Date: 09/29/2023
Canvas Fraud Team has spoken with ****************** regarding her concerns. If she has further questions ****************** can contact Canvas directly.
Customer Answer
Date: 10/03/2023

Complaint: 20452120

I am rejecting this response because: They aren't going to do anything about this situation. Neither is the other party involved. So I'm literally getting nowhere and no help with anything so I give up. Best believe I will be leaving reviews on Canvas through ****** and make sure everyone knows that your money is NOT safe with this bank

Sincerely,

***************************
Initial Complaint
Date:08/01/2023
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 bought a car from *************** years ago. I had full coverage, plus I purchased GAP insurance (proof is above attached) they used canvas credit union for financing. The car was totaled within 2 months of purchase and since I had both full coverage and gap insurance I figured everything was fine. My dad cosigned with me at the time. Apparently, everything was not ok and the gap insurance was never utilized. Well they sent a letter to my father and not me saying they were taking us to court. Someone from Canvas told my dad they were canceling that because the gap insurance would take care of it. Well, since we didn't go to court (I had no idea there was a court date) the judge automatically ruled in their favor in a case that should have never been. Anyways, for almost 2 years my paychecks were garnished at 25% to a collection company Canvas hired and when all was said and done I paid almost$11000 to the collection company for $6k+ worth of interest most of which hadn't accrued since the original car loan was for 5 years. I paid it off, with insurance and garnishment in under 2 years. Ideally, I would like my $12k back or at the very least the $6k+ stated in the attached letter but the thing that is of URGENTCY is it is still showing up negatively on my credit which I am trying to fix. I have called both the collection company and Canvas several times and get the run around constantly!! Please help!
Business Response
Date: 08/09/2023
On August 9, 2023 Canvas Credit Union made contact with *****************. ****************** was advised on Canvas policy to report correct and accurate information to the credit reporting agencies. ****************** was also advised of the process to file gap insurance claim, and was provided with information to contact 3rd party for payment history. ****************** will receive a refund for the *** insurance.
Customer Answer
Date: 08/12/2023
They sent me a $50 check. This doesn't even come close to the over $10k I had to spend when they sent me to the collection company, AFTER they recieved both my insurance and obviously my *** insurance payment since the check is proof of a payment from the *** insurance. This whole deal is SUPER SHADY, and I think they should be held accountable for what they did to me. For almost 2 years, my check was garnished 25% to pay them AFTER they received a check from my insurance. THEY ARE TRYING TO PUT BLAME ON THE THIRD PARTY COLLECTION COMPANY THEY HIRED. Canvas Bank was paid, by me over $33000 a car that was valued at less than $10k by receiving both insurance payments AND THEN sending me to collections. They should NOT be aloud to get away with this
Business Response
Date: 08/23/2023
Canvas encourages ****************** to reach out to us directly to discuss her concerns. We are willing to explain our position and answer any questions she has.
Customer Answer
Date: 08/25/2023

Complaint: 20407225

I am rejecting this response because:
I have tried contacting canvas and they tell me I should contact the 3rd party collection company ( some sleezy law firm) , who tells me I should contact Canvas. I think it's clear I was charged "interest" on a loan that was paid in full within a couple months of the beginning date due to the car being totaled within 2 months of purchace, having full coverage insurance and also purchasing gap insurance through the company they (canvas) specifically worked with. The refund of the gap insurance is proof they received it and I should have never been garnished for almost 2 years, 25% of my paycheck, every paycheck to the collection law firm CANVAS HIRED. I want my over $10k back but the $6k would be fine

Sincerely,

*******************************
Business Response
Date: 09/15/2023
We have attempted to reach ****************** and her voice mail is full. We are happy to discuss her concerns and encourage her to reach to Canvas directly.
Initial Complaint
Date:07/25/2023
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.
I am not a customer of this company. They repeatedly send mail to my PO Box addressed to someone I have no connection to. They have refused to remove my mailing address on multiple occasions. And on other occasions they promised the address had been removed. When I call, the estimated wait time is ***** minutes just to speak with a representative on the phone. I messaged multiple representatives online and was disconnected or told only the account holder can change the address. The letter always has "return service requested" printed on it meaning that the company is sending someone's personal information to my address. They refuse to remove my address and continue to harass me with mail that isn't addressed to me, and has no connection to me or my family.
Business Response
Date: 08/02/2023
Canvas Credit Union made contact with ********************* to assure her the ** Box address belonging to her has been removed and she should no longer receive mail from Canvas Credit Union. ************** was pleased with the follow up. Canvas Credit Union advised if there are any future issues to please contact Canvas.
Customer Answer
Date: 08/02/2023

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:07/17/2023
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.
I was charged for two CPI chargs.1 for $125 and another for $375.Documents was already provided with the proof of coverage.
Business Response
Date: 07/20/2023
Canvas Credit Union made contact with ******************** on July 19, 2023. Canvas was able to assist ******************** resolve the insurance issue and secure a refund. ******************** was satisfied with the results and has been encouraged to reach out for any further concerns.
Customer Answer
Date: 07/21/2023

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.
I will monitor the Canvas account for the two CPI chargs to be refunded.

Sincerely,

*******************************
Initial Complaint
Date:06/29/2023
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.
Canvas has been erroneously charging me an extra $125 per month claiming that I dont have ************** I have always had ************* and have provided proof on more than one occasion. Still canvas has tacked on additional $5,000 in fees to my loan principle balance because of this scam.I have spoken to customer support on 3 occasions and submitted proof multiple times and all I have received was an automated email stating Canvas "cant verify my insurance"This is beyond unacceptable and is clearly a feature rather than an error on Canvas's part.Attached is all of my Insurance history, nearly 4 years of payments along with Policy Numbers. Hopefully a public BB post will get my request the attention needed to resolve it
Business Response
Date: 07/11/2023
Canvas Credit Union received the BBB complaint from **************** and have made attempts to address her concerns.As of the writing of this response, we have not been able to contact ***************. Canvas Credit Union will continue to attempt to contact **************** and encourage her to reach out to us directly.
Initial Complaint
Date:06/02/2023
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.
Canvass credit union has a website we make our payments on last month I paid what the website said which was $650.00. I usually pay $750.00 even after initially being told my payment would be $ 514.00`( A whole different issue) anyways I paid the $650.00. I did not receive ONE phone call or email stating I owed ANYTHING! Not one! I called Canvas when I noticed my credit score went down 61 points over the $28.00 that they say I owed that I was unaware of. I am a single mother of eleven children this issue just cost us the home we were trying to move into. I would of never not paid $28.00! and when I found out I immediately paid it. I was told that they would rectify the issue with the credit bureau but then received a letter saying the debt is valid and they are not fixing it. So now me and my children get to stay in a cramped home with no electricity in half of it because of me following the amount on a prompt from Canvass credit union website. This issue needs to be fixed and my credit restored I would never sacrifice my credit over $28.00 `and i completely was led on by the agents when I called trying to remedy this issue that everything would be "taken" care of only to receive a letter saying sorry.
Business Response
Date: 06/09/2023
Canvas has been in contact with ************ regarding her complaint, at this time we feel her concerns have been addressed. If she has further questions we encourage *********** to reach out to us directly.
Initial Complaint
Date:06/01/2023
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 bought a 2014 ***** equinox in Jan2023 2 months after I started having issues with I door dash, I need a vehicle to work. I took it into Auto Nation found out the engine was blown, the manifold intake was cracked that meant no vehicle I didn't think it would take a month plus to fix so I lost out on work for a while. I called Auto Nation they loaned me a loaner. Now I'm playing catch up on everything and in May my sister passed away suddenly and my step dad 3 days later so tough times it became I fell behind on my truck payments with canvas but I kept in close communication with them letting them no my situation, I told them I had just gotten a in office job paid on the 25th I'd make a 300 payment I was 2 going on 3 payment behind when I reached out to canvas I asked about a deferred payment and was told that's only for someone who has had there vehicle for a year there websites information says totally different. On May 25th I called canvas to do a over the phone payment using my cash app card the money was there but for some reason she said my card number declined I called cash app and signed onto my cash app, app and the transfer was successful. I called canvas back to the direct line extension given by the lady who helped me and it went to her voice mail. I noticed Saturday the money was still there. Later on that day I noticed some strange activity going on and before I realized what it was all my funds were with drawled. **** app takes forever to fix or do anything. I called canvas to let them no and what I could do the guy said nothing your up for repossession you owe $827.00 now in full to stop the repo and if it does get repo that's additional $500 I have 10 days to pay or my vehicle goes to auction. I can't believe under the circumstances they won't work with me I said I got paid again on the 10 is a Sunday so the 8 I would give them 500 and the guy said there is nothing he could do they rather take my vehicle from me obviously.d
Business Response
Date: 06/09/2023
Canvas has been in contact with ******************, we have explained our position to her regarding her vehicle. If she has further questions we encourage ****************** to reach out to us directly.

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Canvas Credit Union is NOT a BBB Accredited Business.