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: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,
  
  *****************************

• Initial Complaint

  Date:04/04/2023

  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.

  I tried to deposit into Canvas Credit Union's Co-op ATM on February 5th, 2023, at approximately 6:33 pm at the **************, ******** Branch at *****************. I had made two deposits where the first was accepted and the second "couldn't be processed." I followed the instructions on the printed receipt and correctly filed an ATM dispute with Navy Federal Credit Union under claim number ***** for roughly 250$. Due to faulty documentation that Canvas Credit Union provided to Navy Federal, it was determined that I "benefitted from the transaction." However, upon reviewing the document, I have highlighted the date of service that the branch provided to Navy Federal for review and noticed that the date of service was February 6th and not February 5th, which is the day the claim was filed and the transaction was made. I also took the recommendation of ************************* and put myself in contact with Co-Op, who services the ATMs, and confirmed that it is indeed the financial responsibility of the Canvas Credit Union branch to rectify transactional issues with ATMs at the department branch, to investigate ATM disputes and, when appropriate, request all necessary information from Co-Op regarding the correctly specified days of service, and to rectify all issues with their ATMs regardless of member status. They have refused to do so despite me going through the "proper channels," as ***** has repeatedly tried to give me the run around on.

  Business Response

  Date: 04/17/2023

  Canvas has been in communication with ******************** regarding her complaint and she understands Canvas needs to communicate directly with her financial institution regarding this matter. We encourage ******************** to direct her inquires to her financial institution in the future.  

• Initial Complaint

  Date:03/19/2023

  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.

  Canvas Credit Union has not reimbursed me for the cancellation of ************* since 2021. On January 18/2023 they sent me an email (attached) they will credited the refund to my existing account. I called them next day to tell them my account was closed. They said they will send the check to the address on record. I live on same address for the last 14 years. I have not received Gap refund yet.

  Business Response

  Date: 03/30/2023

  
  Canvas reviewed Mr. ******** account and we have mailed a check to him. If he has further questions we encourage him to reach out to Canvas directly.

• Initial Complaint

  Date:03/15/2023

  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 refinanced my vehicle in May 2022. I have been requesting a copy of a title for my vehicle so that I can register the vehicle in *** and finally have a legal vehicle. The titles department continues to provide subpar information and service and has STILL not produced a title reflecting the removal of my co-signer. I tried to refinance my vehicle in December of last year to rid myself of this financer and have a DRASTICALLY lower interest rates. I have over 21% interest with CCU and my local credit union offered almost 11% less. This time when I called in for the title reflecting the removal of my co-signer (who shouldve been removed 6 months prior) they gave me an excuse and then asked me to have the title addressed with my ******** address because they couldnt get it done with me living in **..makes absolutely no sense but I agree because they promise me the process will be faster, and theyll expedite it so that I dont lose the offer with my local credit union that can only be open 30 days. Then I have to call back, wont be done in the 30 days I have. Okay whatever It will still be here soon. It is now MARCH. I have had to reach out for a status update every time. Today, ** told the paperwork was sent back because they forgot to update the paperwork to show my ******** address???? This is unacceptable. Im driving an illegal vehicle (BECAUSE THEY CANT PROVIDE THW PAPERWORK I NEED TO REGISTER MY VEHICLE) and Ive accrued over $700 on interest that I wouldnt have if they had handled this appropriately the first time. Im seeking some form of compensation at this point for the lacking the attention to detail, and for failing to provide NECESSARY paperwork for almost a year now. I would like to be refunded for every month Im forced to stay with a financer that is charging me 21+% interest when I was offered ****% locally. This is incredibly unfair and borderline illegal.

  Business Response

  Date: 03/29/2023

  Canvas was able to get a copy of the title for Ms. ******* we sent the copy to her via express mail, we verified the title was delivered. We attempted to speak with her via phone and were unable to reach her. If Ms. ****** has further questions Canvas is happy to assist her and encourage her to reach out to us directly.

  Customer Answer

  Date: 03/29/2023

   
  Complaint: 19601972
  
  I am rejecting this response because:I did return your call and no attempt to reconnect was made. I have not received any follow up regarding my request for compensation from Canvas for the interest paid as a result of not being able to refinance the vehicle. I do appreciate the quick resolution in regards to the title but am deeply disappointed that I had to come to the bbb to have this fixed in a timely fashion when I have been waiting for nearly a year now and reaching out consistently trying to have this done. I do still wish to be compensated the approximately ****** in interest paid due to Canvas neglecting to resolve the issue at hand. 
  
  Sincerely,
  
  **************

  Business Response

  Date: 04/17/2023

  Canvas has been in contact with Ms. Button recently with a proposed resolution.