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

  12501 E. 17th Ave. Unit A Aurora, CO 80045

• 

  Canvas Credit Union

  11061 S Parker Rd. Parker, CO 80134

• 

  Canvas Credit Union

  1512 Larimer St Apt 28 Denver, CO 80202

• 

  Canvas Credit Union

  2027 S University Blvd Denver, CO 80210-4318

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: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. 

• Initial Complaint

  Date:03/07/2023

  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 have been trying since October 2018 to change my name on the account to my now legal name but they have made the process impossible. For awhile now, I have not been able to log into the account to view loan information including balances of the loan and payment history. Thus, I have no way to verify that they have received my monthly payment. Then today I get a letter in the mail threatening that they will repose vehicle and the account is now 33 days pass due which is not possible since I make a payment every 2 weeks of $250 for a total of $500 per month.

  Business Response

  Date: 03/17/2023

  Canvas has attempted to reach ******************************* by phone regarding her complaint. We have been unsuccessful reaching her. Canvas is happy to assist her and encourage her to reach out to directly.

• Initial Complaint

  Date:02/26/2023

  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 couldn't deduct my monthly payment for my vehicle on January, so instead of contacted me within 5 days so it could have been corrected they intentionally waited 39 days to informed me and contact the credit bureau hurting my credit score

  Business Response

  Date: 03/09/2023

  Canvas spoke with ********************** regarding his complaint and we were able to address his concerns. ********************** appears to be satisfied with the resolution. We encourage him to reach out to us directly with any questions he has.

• Initial Complaint

  Date:02/25/2023

  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 bought a 2018 Doge Ram truck fully loaded, 5 yrs ago, for $108,000.00 with the the bank CANVAS CREDIT UNION. This bank has given nothing but problems, ever since I have them for the past 5 yrs. My payments are $751.85 a month but they break them up into two payments a month. Im frighting bone ***************** in the hospital in an out fell behind 3 months now the truck is the the repo list. They are NOT getting it over my dead body.Never do business with this bank .I just called the now they said I own them $27,000.00 I don't have the amount of money.

  Business Response

  Date: 03/15/2023

  Canvas spoke with **************** regarding her concerns. We provided options for her to resolve the delinquency and have explained our position. We encourage her to reach out to us directly with any questions she has.

• 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.