Complaints

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:07/06/2025

  Type:Customer Service 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.

  Our 2016 GMC Acadia SLE2 ( VIN# *****************) was paid off almost a year ago (see NDC Summary page 2). Despite multiple phone calls to I ****************** where they stated the title would be mailed, we (******** ******) and her husband (******* ******) still have not received the title. It is our hopes, I ****************** will release the title ****.

  Business Response

  Date: 07/16/2025

  A thorough review was performed regarding the complaint issued by ******** R ******.  The member had a private personal situation we cannot publicly share, but that typically requires additional paperwork even after the loan is paid off.  The title would not typically be released without those additional documents, however an exception has been made and the title was released on July 11, 2025.

• Initial Complaint

  Date:07/02/2025

  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.

  Hello,I have a charge on my card that I need to have blocked by the credit union. After numerous attempts of speaking with the merchant they are still charging me 9.99 from the company ******** for a service I am not utilizing. I would like to be contacted by someone with the ************ so that the charge may be blocked.I spoke with someone at the credit union to attempt to get this charged blocked she was unhelpful with resolving the matter.

  Business Response

  Date: 07/07/2025

  A thorough review of the complaint was performed.  Contact was made with the member, ******* *****.  A dispute of the charges was placed.  It was explained to the member that this is a recurring debit card transaction and this type of subscription must be cancelled with the vendor.  The member had also contacted the vendor to dispute and the vender issued a refund of 6 transactions of $9.99 each.  The dispute placed with the vendor by the ************ was cancelled and the issue is now resolved.  

  Customer Answer

  Date: 07/07/2025

   
  Complaint: 23546844
  
  I am rejecting this response because:
  I would like the merchant TL be blocked by the credit union on my card.
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:05/12/2025

  Type:Order 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 am not accountable for the debt associated with ITHINK FIN. There is no contract between me and ITHINK FIN, and they have not provided the original agreement as requested.

  Business Response

  Date: 05/21/2025

  A thorough review of the complaint was performed.  ******** applied for a loan with *** ******************************** December 2017.  The credit union changed its legal name in March 2020 from *** ******************************** to iTHINK Financial Credit Union.  Mr. ***** may not recognize the new name if he is reviewing a recently pulled credit report.   
  
  Due to privacy restrictions, as well as a discrepancy of the contact information for Mr. ***** to the contact information we have on file, we are unable to provide details of Mr. ***** loan with this response. Please relay to ******** that he can reach out to the credit union directly to discuss the loan or and get details, once we are able to properly identify him.  Even with the credit unions name changing, we are the original holder of the loan in question.   

• Initial Complaint

  Date:10/25/2024

  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.

  iThink Financial is charging $10/month Dormant Account Fees if no activity is within the past 12 months. I haven't agreed to the terms and they haven't ever charged it before. After the company changed names they started stealing my money with the bogus fees. I contacted them last year and they only agreed to credit two of the three charges. Even though activity was on the account in September ************************************************** June 2024. This practice should be illegal if it isn't already.

  Business Response

  Date: 10/30/2024

  A thorough review of this issue has been performed.  Dormant notices are sent at least 30 days before a fee is charged to allow members to take action to avoid the fee.  During the review, it was identified that due to a system glitch, a notice was not sent to this particular member prior to the dormant fee being assessed June 30, 2024 resulting in the additional 3 month end fees, July, August and September being assessed.  The glitch is reported as corrected and as a courtesy the 4 fees have been refunded.  Future notices should be sent before their account is inactive and a fee is assessed.
  

• Initial Complaint

  Date:10/04/2024

  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 have been a loyal client of *** now iTHINK Financial since approximately 2008. I have had multiple accounts (ie.. checking accounts, savings accounts, auto loans, low interest credit cards and signature loans) with this financial institution. Many of my loans were in access of forty thousand dollars or more during my tenure with this institution. All of my bills were paid on time with zero lates. In January 2017 I became unable to work and started disability. Although I carried disability Insurance for my credit card I continued to pay my bills on time. However, in 2020 during COVID, iThink closed my credit card during a time when our nation was in the myst of a world wide pandemic, with absolutely no notice or reason. Nevertheless, I continued to pay my auto loan and credit card debts on time. In approximately July 2024, iTHINK locked me out of my online account without any notice, which prevented me from being able to make my payments online. I called their customer service line multiple times in an attempt to restore my online account and to pay my debt. I was either put on terminal hold for extended periods of time or the line would disconnect. In late September 2024, I received a 10 day demand letter dated 8/13/2024, to pay the remaining balance in full. All of this could have be resolved, however iTHINK chose to send the letter to a previous address, where I have not resided in almost two (2) years. Although I was an ideal client during the last eight (8) plus years, this company has ruined my great score which I have worked so diligently to maintain. This malicious act of wrong doing has placed me in a position which has prevented me from being able to qualify for a new mortgage loan to provide housing for me and my family. I would not be in this position if they would not have locked me out of my online account and sent their letter to a previous address. iTHINK needs to at least work better with customers who have a great record of debt repayment.

  Business Response

  Date: 10/11/2024

  A thorough review of the complaint and the members accounts with ******************** ************ has been performed.  Due to financial privacy concerns we cant go into detail, however during the review we found no inaccuracies in how Mr. ******* loans are being reported to the credit bureaus.  Mr. ****** references not receiving a notice and further references the credit union sending notices to a previous address.  Our Membership disclosure clearly states You are responsible for notifying us of any name or address change. The ************ is only required to attempt to communicate with you at the most recent address you have provided to us. We may require all name and address changes to be provided in writing. If we attempt to locate you, we may impose a service fee as set forth in the Truth-in-Savings Disclosure or Schedule of Fees and Charges.  Although it is not required,the credit union did attempt to contact Mr. ****** multiple times through methods other than the mailed notices.  The credit union did not receive a request to change the address nor did the member utilize online banking to update his address.  In addressing the use of Online Banking, at no time did the credit union lock Online Banking access preventing access.  System reports show no attempt to access online banking by ***** ****** in July 2024.  He successfully logged into online banking on June 18, 2024 and again on August 21st, 23rd, 30th, September 7th and again on October 4, 2024.  Online banking was only removed when the membership was terminated by the credit union.  ************* feels we are inaccurately reporting information to the credit bureaus we ask that he properly dispute the exact information we are not accurately reporting, however at this time our review does not indicate anything was reported inaccurately.

  Customer Answer

  Date: 10/14/2024

   
  Complaint: 22381999
  
  I am rejecting this response because:
  Although iThink claims to have done everything correctly involving my account, they proposed no resolution to their unempathetic attempts of ruining the credit of a loyal client of eleven (11) plus years. iThink did however, say I logged in to my account on multiple times between June and September and with that being said, they are partially correct. However, what they failed to address is, I had multiple accounts open (ie.. a checking account, a savings account and a credit card account) with their ******************** institution during the period in question. However, I was unable, due to no fault of my own, to gain access into my online credit card account. When I called iThink to request assistance, I was informed by one of their representatives that the account was indeed locked, but the representative could not tell me why it was locked or assist me with gaining access to the account. So she offered me a workaround to paying the account which did not work. iThink makes the claim that all calls are done over a recorded line. I have never, denied or attempted to avoid my debt owed to iThink Financial. Therefore, because I fail to see how ruining my credit will resolve this current debt issue. I'm asking that iThink Financial, have a member of their upper level management contact me via the phone to discuss an alternative resolution to resolve this matter, opposed to negatively reporting this debt to the credit bureaus and ruining my credit for the next seven (7) to ten (10) years.

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

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

  Business Response

  Date: 10/25/2024

  Management attempted to reach ***** ****** twice to discuss and those attempts were unsuccessful.  No response from Mr. ****** was received.  We consider the issue closed.

  Customer Answer

  Date: 10/25/2024

   
  Complaint: 22381999
  
  I am rejecting this response because: I have not received any calls our message from iThink!! I have a cellphone which is very much capable of receiving calls and voicemail messages. It is of my opinion that I think is more concerned with the attempts of ruining the credit of a previous loyal customer, opposed to settling a dispute over a debt that could have been avoided. For the record my number is ************. I would be more than willing to talk to iThinks upper level management team to discuss the specifics of settlement of this matter. If and when iThink decides to call and Im unable to answer, I would appreciate it, if the caller would leave a voicemail. I will be glad to return the call. It a call was previously made to my by, I would like to know why no voicemail was left to request a return call.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:05/21/2024

  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 think fi has been the worst experience Ive always paid my car not never been repossessed never gave them any issues as a customer up until recently. I was given a notice to provide proof of insurance I wasnt aware that I needed to have full coverage as no one ever explained that to me I purchased a liability auto insurance policy and provided all of the information to a woman in the insurance department for I think. she assured me everything was squared away and that no further action was required of me at the time so I went on about my life finally. A few months later I start getting calls from random unmarked numbers not know who it was I didnt answer the calls long story short they added a liability insurance policy to cover their asset on top of the auto insurance policy Id already had . They told me once I got the auto insurance up to full coverage the extra 317 on my account would come off. So I went and took care of it and now that everything is finalized Im being told Ill have to pay off the full insurance premium that they took upon themselves to apply without my permission and now Im being forced to pay for an insurance policy written by their own company when Ive done everything theyve asked me to do until the policy is paid off . Im 25 this was my first car buying experience and I must say I will never buy another car through I think they are low down and corrupt and dont give a **** about you . I dont suggest anyone do business here as they really do not care about you and just want your money. They woman on the phone informed me that I would have to pay for the full auto insurance policy that they added to my auto loan. I would love to get my money back for 316 I already paid but Im sure I wont but at least take the 3000 insurance policy off of my loan amount my car payment went from 317 to 617 and Im not going to be able to afford that every month. This is just a scam. Please help me resolve this BBB I dont know who else to turn to

  Business Response

  Date: 05/29/2024

  We apologize for the delay in responding.  Due to the complexities of this issue, the volume of research being completed is taking longer than anticipated.  We expect to provide our formal response by end of day Friday 5/31/2024.

• Initial Complaint

  Date:05/07/2024

  Type:Delivery 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 received a threatening email from this company demanding money. I have never had any business whatsoever with this company. I have no idea why they are threatening me

  Business Response

  Date: 05/15/2024

  A thorough review of the complaint was performed.  ******************** was a former employee of *************************** now iTHINK Financial Credit Union.  Our name change took place in March 2020 after the account closure.  In error, the notice sent was with iTHINK branding.  The error was discovered shortly after the notice was sent and a revised notice was issued referencing our former name.  The revised notice should resolve the complaint issue,however the former employee/member still has an outstanding debt to the credit union.

  Customer Answer

  Date: 05/20/2024

   
  Complaint: 21676806
  
  I am rejecting this response because this does not evidence any obligation. I have no business with this company and never have had any business with this company and their further attempt to state a debt without documentation and threatening action against my credit profile and collection is unfounded.

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

  Business Response

  Date: 05/21/2024

  The ************ has associated documentation regarding this debt as well as past communications to ******************** on the subject.  ******************** can request this documentation from the credit union at any time to verify additional details.
  

  Customer Answer

  Date: 05/23/2024

   
  Complaint: 21676806
  
  I am rejecting this response because: I have requested documents - none have been provided
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:12/08/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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 name is *************************** and I currently have a Checking Account with ********************** credit union located in *************, **. Ithink is closing down my checking account on December 13, 2023 because I've had ***************** almost 2.5 years. What they dont know is that 9 out of those 11 ***** were not lost/stolen but instead were damaged. In the almost 2.5 years that I've had a Checking Account with ********************** I've have filed only 2 debit card fraud claims which I've provided a police case #. Ithink is allegedly mailing me out an official check on December 13, 2023 for the balance in my checking account. I've been told by one of Ithink's bankers in *************, ** that even if I personally come into their branch before December 13, *************************************** with an official check. I am WARNING you that if I'm not provided cash when I come into ithink before December 13, 2023 and I'm not provided with the balance in my checking account then I'm going to file a Small Claims Lawsuit for damages as I cannot open another checking and/or savings account elsewhere and there are no check cashing stores in my neighborhood and I don't have a car. The lawsuit will not cost me a dime as the Clerk of Court will not charge me a filing fee for the lawsuit, if necessary. In other words it will be FREE for me to file a Lawsuit against you as I'm considered indigent as I'm unemployed and I've made LESS THAN THE POVERTY LEVEL (approximately $23, 510) for the past year (12 months). I will also will be filing several counts against you as I cannot pay my utility bills such as Elecricity, ************************* Fee, Credit Cards etc. if I don't have the cash in my ithink checking account I will not be able to pay my bills. I plan on paying my bills by going to the *********** and getting money orders for my bills with cash that I can get from ithink if they make it happen.

  Business Response

  Date: 12/18/2023

  After receiving this customer experience from the ********************, *************************** was contacted by the ************ about his concerns.  Aspects of the account closing were discussed with the member.  *************************** was also informed that he can visit a branch before the account is scheduled to be closed on the 13th and receive the funds in the format he wishes, including cash.  It was also explained if the account was not closed on or before the 13th by visiting a branch, a check would be issued and sent with any remaining funds.  This method is used as the mailing of cash is not a safe and secure method to disburse funds.  The member has since visited the branch, closed the account and received the funds in the method he chose at that time.    

  Customer Answer

  Date: 12/18/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/20/2023

  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.

  We would like 3 months of statements for each of *********************************** accounts and the Account that he holds jointly with ***************************** He had a checking alone He has a savings account alone He has a **** credit card alone He has a joint account with ***************************** We need this information to be able to do the ** Inheritance Tax Return We faxed over a death certificate and a short certificate and drivers license of the executor **************************** and *************************

  Business Response

  Date: 10/24/2023

  While **************************** is not our member, he has been contacted and the matter has been resolved.

• Initial Complaint

  Date:09/27/2023

  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 called Ithink Financial Months Prior to get details on obtaining a business account after I received the information I visited the branch in *************** and sat down with a member service rep by the name of ***********************. After attempted to open the new checking account I was told it was decline because I owed a balance on chexsystems which I found to be odd because I did my due diligence prior to this transaction so I wouldnt be wasting my time.I was told to call Chexsystems when I did they informed me I didnt have a balance and it was paid in full and sent me the copy to show the financial institution Ithink Financial. I sent them emails and called numerous times which I was avoided and told I be receiving a call back and I never received any response for months now in the weeks of not getting a response I did receive the decline letters in my email after being told I will be contacted by the person that helped me set up the account I dont know if they do not want me to be a member but for some reason I feel I been a victim of prejudice and been treated biased. If I sent proof and that the company they used to make their decisions even stated that I shouldnt have been denied make me wonder why was I denied and been avoided via phone call.

  Business Response

  Date: 10/13/2023

  We are in receipt of the complaint filed by ********************* and working on reviewing the concerns brought forward.  Due to the complexity of the complaint, it may take additional time to review and resolve.