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:02/03/2023

  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.

  For several years Canvas Credit Union Employees at the branch I banked at asked me if I was INTERESTED in doing a HELOC and I usually turned down their inquiries but in February/March 2022 they sent me a notice/flyer saying I was eligible for a $100,000 DOLLAR line of Credit with "No Income Verification" based off of my EXCELLENT CREDIT with their bank and that I owned my house that already had quite a bit of equity built up in my home (over $250,000 Thousand Dollars).So I finally agreed to do a HELOC loan with Canvas Credit Union in Feb 2023 but then that's when the ISSUES where CREATED and they where telling me one thing and doing something completely different from the time I signed my loan documents and the release of the money I had borrowed was much DELAYED an issue the bank created themselves but I was being blamed for not understanding correctly whenever I signed the documents but that is NOT WHAT THEY TOLD ME IN PERSON VERBALLY!So to protect myself I took in a pocket digital recorder to DOCUMENT what they were telling me VERBALLY so everyone could see that what they said and what they did where 2 DIFFERENT THINGS..and this created a controversy within their branch by telling me that I couldn't record MY OWN CONVERSATION with whomever was telling me something and then the manager of that branch approached me while I was standing in line and he asked: "if I wouldn't mind voluntarily speaking to his head of security to verify if I could or couldn't record MY OWN CONVERSATION?"Instead the manager called Aurora P. D. (Basically LIED TO ME to get me too stay!).When I wasn't doing anything to disrupt the Peace or violate any rules and I was merely standing in line!Vice President of Canvas Credit Union BANNED me from ever entering any Canvas location and subsequently closed all my accounts, debit cards, credit cards, savings/checking accounts and mailed me a cashier check for my remaining check balance of $12,106.The have made it difficult to continue

  Business Response

  Date: 02/15/2023

  Canvas attempted to reach out to **************** to discuss his concerns. As of the writing of this response we have not heard from him. We encourage him to reach out to the Canvas representative he has been instructed to contact with any questions he has.

• Initial Complaint

  Date:01/09/2023

  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.

  March 2, 2022 a member of Canvas Credit Union deposited a insurance check $2237.86 that was made to the order of me, ************************* for a automobile accident I was in on Jan 1 2022. The check was printed and mailed to me on 2/7/2022 I have a copy of the check. I was told by the insurance agent ********************* from ****** Insurance that in order to get my money I would have to make a Fraud Claim with their bank who wrote the check to me which is ***** Fargo. I faxed over a signed notarized form called a Affidavit of Check Fraud by ***** on May 5, 2022. From my understanding ***** Fargo was to write me another check as soon a Canvas reversed this deposit from their member (his name is *************************** Thunder. I didn't start calling ***** Fargo until the end of May because the insurance adjustors I have called and left messages with ***** Fargo countless times. I called the number that was on the Affidavit ************* left then countless voice-mails and I have never heard anything back from anyone. So I started to call the ***************** and told them we need to get this resolved I want my money. They told me it was out of their hands so I started calling Canvas Credit Union and I didn't have any luck with them since I wasn't a member. So I went back to the insurance company this time pretty upset asking for a supervisor which is *********************, he stepped in and has been trying to get a hold of someone from either bank and pretty much what was said was ***** Fargo was waiting on Canvas to give them the money back and then they could write me another check and Canvas is saying we'll they never have heard from ***** Fargo and they can't do anything about because again I'm not their member. I've tried writing a complaint to Canvas and they just blame ***** ******************* has reached out to ***** Fargo and they are placing blame on Canvas and still to this day I have not heard personally from either bank. It's been a year since my accident and 10 months since I was paid and was supposed to pay my cc off since I charged my car repairs. This is ridiculous that neither Bank will respond to me I still haven't been paid. I feel like I am being treated like the criminal. I am paying interest on my credit card for repairs and u just want what is owed to me. I don't care who is waiting for what. At this point as far as I am concerned neither bank is being professional about this they just keep passing the blame. I can't even make a complaint to any supervisor of the banks because AGAIN I am not a customer to either bank. ****** Claim#: ***********; Customer: ******************************* Fargo Fraud case # FC-****** **************** report LPD *********

  Business Response

  Date: 01/19/2023

  Canvas has spoken with ************** on several occasions, we have provided her and her insurance agent with instructions to start the process to have the check returned. If ************** has further questions, we encourage her to reach out to her insurance company directly.

• Initial Complaint

  Date:12/07/2022

  Type:Sales and Advertising 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 filed an insurance claim for hail damage on my car , the car was financed through ****** but I had switch my lease to a loan , now with Canvas . The insurance company mailed me a check but since the new lender was Canvas I gave them that information. A few days after depositing the insurance check I called canvas and was told to have the car repair and to email proof . I had the vehicle repaired with a trusted body shop and paid them cash in **** of 2022 and when I emailed the invoice provided to me and the car pictures , Canvas is giving me a hard time refunding me the money I paid out of pocket for the repairs. My issue is that I had paid for the car 3 years before having Canvas financed it , I paid for the repairs up front because I wanted to avoid more charges on my end and avoid the insurance company penalizing my premium. It has been a horrible experience with them and the fact I asked them to lower my rate they denied me, which doesnt make sense because I want a lower rate not buy a brand new car. I feel discriminated due to my heritage, my color and the fact Im a woman. They told me to get a co-signer to lower my payment and rate . It is ridiculous and despite my explanation of why I need my rate lower they showed zero empathy towards me. Im disappointed at canvas .

  Business Response

  Date: 12/16/2022

  Canvas reviewed Ms. ********* complaint and were able to research her issues. We have come to a proposed solution with her regarding her loan and are working directly with her on her insurance issue. We appreciate her feedback and encourage her to reach out directly if there are ***************.

• Initial Complaint

  Date:11/30/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In early October I had a lady by the name of ***************** deposit FRADULENT CHECKS into my checking account then cash app her self the money cash app will not refund me the money and is telling me that I authorized the charges which I did not I had 2 savings account and a checking account with canvas they knew what had happened and knows that I'm having to play catch up as the check totals were almost $2,000.00 total across all 3 accounts they have now restricted all of my accounts including my auto loan I have through them I want that money refunded and my accounts at this credit union back as I have had nothing but good things to say about them up till this situation I will attach the pictures I have from all of this down below.

  Business Response

  Date: 12/13/2022

  Canvas spoke with ****************** and have agreed with him on a proposed solution to address his concerns - we feel he is satisfied with the outcome. If he has further questions or concerns, we encourage him to reach out to us directly.

• Initial Complaint

  Date:11/02/2022

  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 a vehicle from ****************** and Canvas Credit Union was the lender. I purchased GAP insurance from JM&A. The vehicle was totaled in an accident. My insurance company offered me more than I owed the bank. The insurance company sent them a check for exactly what I owed and sent me the balance. I called the dealer and requested a refund of the gap insurance since I did not use it since the vehicle's value was greater than what was owed to the bank. The refund was deposited on October 19, 2022 in the amount of $1407 and they reversed it and withdrew it on October 31, 2022. * called JM&A and was told that the lender filed a claim to reduce the amount of money due which doesn't make sense. That money belongs to me and I want a refund.

  Business Response

  Date: 11/10/2022

  Canvas spoke with **************** and addressed her concerns, and we feel she is satisfied with the outcome. If she has further questions, we encourage her to reach to us directly.

• Initial Complaint

  Date:10/10/2022

  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.

  Worst bank I've ever dealt with in my life. I'm already talking to other banks about refinancing my loan so I can jump ship. My last one sucked but this one is 100x worse. They made an unauthorized charge to my account without my consent or knowledge, their website and app doesn't let you easily pay bills, it's ****** complicated to add a bank account, you cannot directly pay your bill with your account. You have to make a transfer to your savings which I didn't authorize the creation of, and then you have to transfer that to your bank or you can pay on a whole different site by card. The app and website itself does not show you your due date or amount due. You can see a lot of information online because whoever developed it all ***** and has text overlapping. Can hardly connect to the servers, takes a super long time for the app and site to load. Totally unusable company. I hope they get shut down because they obviously don't care and won't improve. They llve making everyones loves harder. Do NOT use Canvas Credit Union. Nothing but bad experiences time and time again. I am not dealing with them for the entire extent of my loan. I'll **** my money to someone else.

  Business Response

  Date: 10/21/2022

  Canvas reviewed **************** complaint and we have attempted to reach out to him to discuss his concerns and have been unsuccessful in reaching him. We encourage ************** to reach out to us directly with his concerns, we are happy to assist him.

  Customer Answer

  Date: 10/21/2022

   
  Complaint: 18193835
  
  I am rejecting this response because:
  

  Resolved for now, but they can help by improving and modernizing their business and be on par with other credit unions and banks. Nothing they can say to me that will actually help, they need to update their entire infrastructure. I just don't feel like a credit union controlling peoples loans should have such low standards and it makes us feel like we're not worth the effort. It's not right to take the money people bring to your business and do nothing with a little bit of the profits to improve and add things people are asking for. So many companies do this and it's so exhausting to deal with. And I have no choice but to stick here for now. I hope they do get better and become a place I don't mind being with but this whole situation got me in a really tight spot. 

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

• Initial Complaint

  Date:10/07/2022

  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.

  My bank refuses to refund a scam charge.

  Business Response

  Date: 10/18/2022

  Canvas reviewed Ms. ****** complaint, we researched her claim and determined she was provided with conflicting information from Canvas. We called her to discuss her questions and we feel we have addressed her concerns. We appreciate her feedback and encourage her to reach out directly if there are future concerns. 

• Initial Complaint

  Date:10/04/2022

  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 credit Union continues to take my mortgage payment out automatically. This is an unauthorized withdrawal from my checking account. They take it out sometimes for my savings account which is also unauthorized. I've asked them to cease and stop it and they continue to do so. I've talked to many many individuals at canvas credit Union all of which insist that they've stopped taking my mortgage out automatically. Yet they continue to do so I need them to stop taking my mortgage out automatically as this is not an account that I always pay my mortgage from I'd like to pay my mortgage myself I have other bank accounts that I may choose to pay my mortgage from. I need them to stop taking this mortgage out automatically it is messing up my life. I am not late on my payments.

  Business Response

  Date: 10/18/2022

  Canvas reviewed Ms. ***** complaint, we were able to research her issue and we were able to speak with her regarding our findings. We feel we have addressed her concerns and there will not be any further complications for her.

• Initial Complaint

  Date:09/19/2022

  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 had two vehicles with Canvas Credit Union at ******* and ****** in ********* **. I could not afford both cars and let one go back. I have been making payments on it to settle with them. The other vehicle I paid off with them but they refuse to give me the title. This car was not colateral for the car I gave back. I feel this is wrong, and I own this car now free and clear, and I want my title.

  Business Response

  Date: 09/23/2022

  Canvas reviewed the complaint and spoke with ******************** to explain our position.While he does not agree with our stance we believe we are making the best decision to protect the assets of our membership. If there are further questions we are happy to assist.

  Customer Answer

  Date: 09/23/2022

   
  Complaint: 18048779
  
  I am rejecting this response because: I own the vehicle now by paying Canvas the money I borrowed now they need to do the right thing and give me my title. There is no other stance or protection for their members but to do what they are supposed to do when a customer pays back a loan.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/04/2022

  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.

  This has been the worst credit union I have ever dealt with. They are keep reporting that I'm late when I'm not late. I got a notification saying that I missed my July payment when I have proof that I have made that payment. I made a double payment in June followed by July.This don't make no sense I'm a young black male trying to get ahead in life in this company is trying to mess my life up and keep f****** up my credit. At this point I believe I should seek legal actions with this company.I need this resolved immediately because this is not fair.Its reported Im 30 day so that would be my July payment. I will be leaving this messed up credit union

  Business Response

  Date: 09/14/2022

  Canvas reviewed the complaint and spoke with ******************. We have updated ****************** credit report to remove the late payment. If there are further questions we are happy to assist.