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

  815 Colorado Blvd. Denver, CO 80206

• 

  Canvas Credit Union

  7575 W 5th Ave. Lakewood, CO 80226

• 

  Canvas Credit Union

  7502 W 80th Ave. Arvada, CO 80003

• 

  Canvas Credit Union

  3622 Highlands Ranch Pkwy, Ste. 103 Highlands Ranch, CO 80126

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: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. 

• Initial Complaint

  Date:05/16/2023

  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 was a victim of financial fraud in which someone posed as someone else and proceeded to withdraw $1,395 from my account at **********************. I contacted their fraud protection department. They seemed to not believe me, were very rude and said they would not help me. It was absolutely fraud. I am happy to file a police report and provide all documentation I have. I would like the $1,395 reimbursed to my account. Thank you.

  Business Response

  Date: 05/25/2023

  Canvas researched ****************** complaint, it appears **************** was complicit in the transactions that caused the fraud and negative balance on her account. *************** is aware of our position and if she has further questions we encourage her to contact us directly. 

• Initial Complaint

  Date:04/27/2023

  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.

  Thursday, April 14th, 2023, after leaving the gym I attempted to get gas by paying at the pump. It wasn't working. I used the Canvas app to discover my checking account had disappeared. They moved what was left of my money into my savings account. I rushed to an *** to try get the remainder of my money out. The *** receipt said that my card had been stolen. I called Canvas. I was passed from one person to another. I discovered that Canvas had shut off my business account, and then my personal checking account over only $80. I told them I would pay it when I had the money. I was working toward that goal. Without warning, they shut off my business account, then, today, they shut off my checking account. I was forced to pay out of my savings account to resolve the disputed $80. I received no notice that Canvas was going to take any of these actions. In addition, Canvas apparently referred me to a law firm and attempted to *** me over this minuscule amount of money. They provided me no overdraft protection. I had mistakenly added an account that did automatic withdrawals to my business checking debit card when I had intended to have it withdraw from my personal checking. I had forgotten about it, this is the account that caused the charge off. Canvas used collection agencies and a law firm that violated my rights under the Fair Debt Collection Practices act by not informing me who they were and stating, at the beginning of their message that it was a debt collection call. I haven't had steady work the last several years. I am a former federal government employee. I was injured on the job when I worked for the ** ************* in 2020. I got a severe back injury that left me completely incapacitated and unable to work during the entire year of 2021. All I could do was lie flat on my back in horrible pain. Doctors would not help me because they were overwhelmed with COVID patients. A year later I discovered I have a herniated disk. This is how canvas treats injured worker

  Business Response

  Date: 05/05/2023

  Canvas has received complaints from ************************ through other channels along with this BBB complaint. Canvas has been attempting to contact ************************ to discuss his concerns. As of the writing of this response we have been unable to reach him. We will continue to attempt to make contact with ************************ and encourage him to reach out to us directly to resolve his concerns. 

• Initial Complaint

  Date:04/19/2023

  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.

  After 23 yrs with PSCU/Canvas Credit Union, they block my acct without notice. I've held significant amounts (6 figures+) in my accounts at times, have had car loans, etc, in good standing. In 2010 moved out of state (CU banking IS more difficult, transaction amounts are limited for withdrawals, etc, so balances are kept lower). I retained my accts due to our longstanding relationship. Then, Oct/Nov 2022 my account became overdrawn due to automated charges & a temporary financial crisis on our farm. I was approved for $700 safety net years ago, the amount OD w/fees (LOTS OF $30 FEES) totaled aprox $400 (I'm not sure how much, they won't allow me access!!!). I had no intention to dispute, just wanted to pay and be back to normal. I'm **** miles away & once discovered I immediately transferred $100 to cover part & returned 2 days later to pay the balance but couldn't. My account was restricted, NO access online, so I called to get it unlocked & make full payment. I live rural, was told they mailed a notice to my physical address (can't receive mail), they have my PO Box but didn't use it. I asked why they didn't call, they said I wasn't overdrawn ENOUGH to warrant a call (they only call if $**** or more). They closed my account WITHOUT NOTICE blocking me from access to my transactions. I made 4 calls, each time they ran it up the ladder to a Mgr who wouldn't talk to me directly but won't allow me access to my transactions, account history, or any other info, even with full pmt. They promised to email a csv file, they didn't. I ran my business transactions through this account and need my records. I called repeatedly expecting a reasonable resolution, but got no where. Now it's tax time, I can't access my documents. They offered to "sell" me statements at $5 1st page and $1 per page thereafter. NOT acceptable!!! I have a right to my history, and will be contacting an attorney, along with filing a complaint with NCUA if this is not resolved fast.

  Business Response

  Date: 04/28/2023

  Canvas spoke with ******************** regarding her complaint, we explained our position and steps she will need to take to reopen her account with **********************. When ******************** is ready to proceed we encourage her to reach out to us directly to assist her. 

• Initial Complaint

  Date:04/09/2023

  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 purchased my vehicle Feb 2022. I have had nothing but issues with this credit union. I was told by the dealership that I wouldnt have payments for 3 months. That was a lie, and it hit my credit. Then I had my car repossessed due to it. Also, the loan person at the dealership snuck in **** in hidden warranties that the bank agreed upon raising my would be no toy payment from 900 to **** a month and the bank could care less. Ive been a month behind due to getting hit by hurricane *** in sep 2022. They bank refused to help because the natural disaster didnt happen in their home *****************.. on top of that, Ive had my car for well over a year and yet they have only reported 5 payments and keep HITTING my credit report with being late ONE day after its due (Ive tried to pay in the app, online and over the phone) and out of nowhere it says my account Information no longer exits causing me to have to talk to loss mitigation every time, but they are closed on the weekends, so when my car payment is due and I cant call in because they are closed, guess what.. I get hit. I talked to a rep about it who told me oh well not my problem.. well it is if I literally have no physical way of paying, and that they will NOT fix my credit report saying Im 9 payments behind when Im clearly paying $1417 a month (if Im supposedly missing it, where is all of the money I have paid??) they are completely money hungry and could care left if your house gets demolished by a hurricane, their response to it? Go sell your car it let it get repossessed sorry too bad that was the reps ***** reply over the phone,

  Business Response

  Date: 04/24/2023

  Canvas spoke with **************** to better understand her complaint, we have tried to reach her again to offer a solution to her and we have not heard back from her. We encourage **************** to reach out to ** directly to assist her with her questions. 

  Customer Answer

  Date: 04/24/2023

   
  Complaint: 19915641
  
  I am rejecting this response because:
  

  There is no solution. I was screwed over from the start when Canvas never bothered to ask why my payments that were promised at $900 monthly jumped to $1400 (because the dealership added on extended warranties without my knowledge).. On top of that, I was affected by hurricane *** and lost my house and was a total of one month behind because my family and I had to find a new place to live while it was being fixed. The response from canvas when I was told to contact them from FEMA? Sorry the natural disaster happened outside of ******** and we dont support any help.. So because if that Ive always been behind. 

  
  Sincerely,
  
  *****************************

  Business Response

  Date: 04/28/2023

  Canvas is willing to discuss how we can best help ****************; however, we have not been able to make contact with her. We encourage **************** to reach out to us directly so we can assist her. 

  Customer Answer

  Date: 05/03/2023

   
  Complaint: 19915641
  
  I am rejecting this response because:

  I have reached out and they have stated nothing can be done and have also violated the ************************************ via  ******* section a regarding Payments and refuse to put payments towards the CURRENT payment instead of forcing it to go to the past due which is in violation of the CFPB
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 05/08/2023

  Canvas has discussed ******************** concerns with her. Canvas is applying payments pursuant to her contract. If she has further concerns, we encourage her to reach out to Canvas directly. 

  Customer Answer

  Date: 05/11/2023

   
  Complaint: 19915641
  
  I am rejecting this response because:

  canvas director was extremely rude and avoided my main questions about being affected by FEMA and Hurricane *** and the face that ******** / Canvas doesnt support Natural Disaster Help outside of ******** borders. I then told them I know for a fact they can push payments to the back manually as they did it for my other vehicle that was less than their 12 month minimum and they decided to play dumb and not know what I was talking about even tho I have emails saying it all to me from when it happened.  Also I explained how they are not following guidelines and gave the exact chapter and sub chapter type as well as reading it directly and the director stated they dont apply to that even tho its on the FEDERAL Website. Next step is to *** for the 2nd Time as Ive already won the 1st. 

  
  Sincerely,
  
  *****************************