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Business Profile

Credit Union

Canvas Credit Union

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Credit Union.

Complaints

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

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Canvas Credit Union has 27 locations, listed below.

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    Customer Complaints Summary

    • 91 total complaints in the last 3 years.
    • 37 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/02/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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:
      Answered
      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:
      Answered
      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:
      Answered
      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:
      Answered
      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:
      Answered
      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.

    • Initial Complaint

      Date:09/03/2022

      Type:Billing Issues
      Status:
      Unresolved
      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 working with this company regarding an overdraft. Ive been contact with ************** at canvas. *** been directed to contact her upon sending payment. I keep in contact and she was aware of refi-cash out. She sent this to Experian credit bureau as charge off This hit 9-2-2022 same day I spoke to her to say everything is almost finished. She said call her when I get check and she could post it. That same day they reported it to experian score drop I got a call from lender charge off very bad Also, Ive had this checking acct for 1 year-never ever have they paid overdraft it wasnt even available. The item causing overdraft was error with acts. Never expected any overdrafts to pay. They have never paid a overdraft ****]m if funds were not there it didnt exist. So they should eat the charges-the fees etc This is a hard hit to me my family my credit if it hurts my rate and loan. I lost 9 points which is a lot Also canvas will not unblock my auto loan because of this. My auto loan and checking are separate I should be able to pay my auto online like other customers do. My auto is fine, there forcing me to call pay a fee. Its like you have to offer the same to all customers

      Business Response

      Date: 09/14/2022

      Canvas reviewed the complaint and our records, and we called and spoke with *****************. We were unable to speak with her for very long as she was unable to have an extended conversation. Unfortunately we have not been able to make contact with her again. ****************** has contact information for Canvas, and we encourage her to reach out to us directly with her concerns.

      Customer Answer

      Date: 09/14/2022

       
      Complaint: 17916510

      I am rejecting this response because: what they are doing is not legal

      they have  talked to me on several occasions I have the proof and they just refuse to compromise 

      one thing that bothers me  is the delay in paying my auto loan they refuse to give me online access to my auto information as they offer to other members  never return item nothing on my auto loan

      they force me to call and pay which has a fee

       

      they also have committed other acts that I feel I will call attorney on 



      Sincerely,

      *****************************

    • Initial Complaint

      Date:08/19/2022

      Type:Billing Issues
      Status:
      Answered
      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.
      On Thursday August 18th 2022 I deposited a ***** check from the *****************. My husband signed the check as well because we were both receiving it. The deposit went through just fine. Now today they reverse the check and leave my account in a negative balance. I went there to resolve the issue and they tell me it's because my husband isn't on my account. After trying to get them to honor a check which is obviously a legal check from the state the supervisor came to assist. Who was extremely rude and even called me a "bitch." Now my account is for some reason showing negative ***** dollars which is completely inaccurate. The supervisor there was extremely rude and not worth any amount of pay she receives. I want them to correct account immediately which should show a negative balance of around 200 dollars because I even spent some of the money from the check that THEY deposited knowingly and then reversed. Then when they fix their mistake I will handle the 200 dollar balance that is due and would like to promptly close my account.

      Business Response

      Date: 08/29/2022

      Canvas reviewed the complaint and reached out to ********************. We were able to speak with her to discuss her concerns, explain our procedures and offer an apology for the misunderstanding. If there are further questions we encourage ******************* to reach out to us directly.

    Canvas Credit Union is NOT a BBB Accredited Business.

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