Complaints

This profile includes complaints for Dutch Point Credit Union, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Dutch Point Credit Union, Inc. has 7 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Dutch Point Credit Union, Inc.

  195 Silas Deane Hwy Wethersfield, CT 06109-1240

• 

  Dutch Point Credit Union, Inc.

  8 W Main St Niantic, CT 06357-2303

• 

  Dutch Point Credit Union, Inc.

  465 Willard Ave Newington, CT 06111-2318

• 

  Dutch Point Credit Union, Inc.

  1 Wintonbury Mall Bloomfield, CT 06002-2411

• 

  Dutch Point Credit Union, Inc.

  50 S Main St West Hartford, CT 06107-2485

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:06/18/2025

  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.

  My car was taken from my driveway, when I saw it was gone i immediately called *** ***** police & they told me my car wasn’t repossessed so they assumed it was stolen. I then called ******** ****** ********* who’m i do my payments with, they also explained to me that my car shouldn't have been repossessed due to me being up to date on payments. For days I made calls just for me to not receive any answers. I received a call from the police stating that my car was repossessed & its located at *** ***** ***** ** *******, I immediately called skyline recovery after searching up the address, I immediately called them & they stated that they have my vehicle but based off my VIN, its under someone elses name. I reassured them that my car is registered, insured & payments under my name, they told me without proof of that, they would not be able to release the car to me. I called ***, the people I finance my car through, and got them up to speed, after 24 hours of waiting for them to call me back they told me that they will give me a call and it can take up to five business days & also If they have to retrieve the car it would be considered a repossession and go on my credit and i would also be charged a repossession fee. June 10th, I spoke to someone from *** & they were from the impound dept & they stated that they will give me a call back being that this is a “unique case” & retrieve the information for the company that has my vehicle. When she called me back, she stated that she spoke to someone from Skyline recover who stated that they did not have my vehicle, but when i called the same number, they stated that they do have it, its just under someone else’s name. I then called *** back just so they can call them one more time. June 12th I received a call from Octavia G***** from Dutches Point Credit Union stating that it was a misunderstanding & they can bring my vehicle to me that morning and to this day i still dont have my car (exceed the maximum character)

  Business Response

  Date: 07/02/2025

  
  Dear BBB, 
  This letter outlines the actions taken by Dutch Point Credit Union in response to a member complaint submitted to the Better Business Bureau concerning the unlawful repossession of the member’s vehicle.
  
  Summary of Actions Taken
  Incident Overview:
  On June 2, 2025, the member’s vehicle was mistakenly repossessed due to an internal servicing error. The member was not delinquent on their loan, and no notice of repossession had been issued. The vehicle remained impounded until June 18, 2025. The member reported significant difficulty obtaining information or assistance during this period and later filed a formal complaint with the Better Business Bureau.
  
  Corrective Actions and Member Support
  1. Acknowledgment and Apology
  On June 24, 2025, our Chief Experience Officer, Stacey C******, contacted the member directly to discuss the incident and extend a personal apology.
  A formal letter was issued acknowledging the error, assuming full responsibility, and outlining steps for restitution.
  2. Internal Investigation
  Between June 13–21, 2025, an internal investigation was conducted confirming that the repossession occurred due to incorrect account status data and inadequate oversight.
  The error was verified as fully preventable.
  3. Vehicle Return and Fee Resolution
  Dutch Point coordinated the return of the member’s vehicle and ensured the member was not responsible for any costs.
  All towing, storage, and associated fees were paid by Dutch Point Credit Union.
  The vehicle was returned to the member no later than June 18, 2025.
  4. Credit Protection
  A review of credit bureau reporting confirmed that the repossession was not reported.
  A standing account note was added to the member’s profile to prevent future misreporting, and the member was advised of their rights regarding future credit disputes.
  5. Goodwill Compensation
  On June 24, 2025, the member accepted a $2,000 goodwill payment in recognition of the stress and inconvenience caused.
  Arrangements were made for the member to pick up the payment at our ******* Branch (*** **** ******* ******** **).
  The check was issued to be released by Branch Manager Yolande Davis, with a signed acknowledgment of receipt required at the time of pickup. The member asked to have the check m***ed to her and it was sent ***** overnight on Friday, June 30. She signed the acknowledgment via ******** on 6/30/2024
  6. Remediation and Process Improvement
  As of June 27, 2025, we began implementing the following internal improvements:
  Updated verification protocols for repossession orders.
  Enhanced escalation procedures for member-impacting service ********.
  Reinforced leadership coverage expectations during PTO to ensure member access and accountability.
  
  Dutch Point Credit Union deeply regrets this incident and has taken these actions to make things right for the member while ensuring such an event does not occur again. We remain committed to transparency, accountability, and rebuilding trust with the affected member and the community.
  Please let us know if further documentation or clarification is needed.
  Sincerely,
  
  Stacey C******
  Chief Experience Officer
  Dutch Point Credit Union

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

  ###-###-####