Complaints
This profile includes complaints for CEFCU's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 44 total complaints in the last 3 years.
- 9 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:08/06/2025
Type: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 March of 2024 I purchased a vehicle with financing from CEFCU. In the ensuing months, exactly ONE SINGLE payment has not been MIS-HANDLED by this nightmare of a rip off company!!! I set up auto-pay after being charged a LOT of money for phone payments, to be DOUBLE CHARGED over THREE TIMES by their system! I complained each time with NO apologies!!! I jad to pay my bank service fees to recover the OVER CHARGES and I finally had enough. I called in June and asked what the ACTUAL AMOUNT I properly owed would be to resolve the situation. They gave me the amount, exactly, and I PAID THAT AMOUNT!!! WITHIN THREE WEEKS I was notified I was in COLLECTIONS FOR $850!!!!!!!!! This NIGHTMARE never ends!!! And now they have FALSELY put a NEGATIVE 100 POINT DROP ON MY CREDIT REPORT!!! AND ***REFUSE*** TO CORRECT THEIR ERROR!!!!!!!!! DO NOT ****EVER**** LET THIS "COMPANY" NEAR YOUR FINANCES!!! They will rip you off then run away laughing!!!!!!!!!
Business Response
Date: 08/07/2025
This was previously explained by a CEFCU Collections Representative. If there are additional questions, please contact CEFCU Collections at 309.633.3520. Credit disputes can be directed to 309.633.7026.Initial Complaint
Date:07/21/2025
Type: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.
CEFCU allowed 9 unauthorized withdrawals from my account. Each ACH withdrawal was for $90.98. They were initiated by "****", a CEFCU account holder. They were paid to I*** ***** ** of ******. They were authorized by the CEFCU ACH Department.
CEFCU caught and reversed 1 withdrawal. I found the other 8 withdrawals. CEFCU reversed 4 of those.
CEFCU refuses to reverse the other 4 unauthorized withdrawals, totaling $363.92, stating that they happened outside their arbitrary 90 day window.
CEFCU allowed the unauthorized withdrawals simply because "****" used my routing and account number. (CEFCU will not provide me with any further information about "****".)
I*** ***** ** of ****** refuses to return my calls.
CEFCU ACH Department Manager Denise refuses to return my calls.
CEFCU forced me to close my account, that I had for over 20 years, and open a new one, advising me that was the only way to protect my account from the ongoing problem.
CEFCU needs to reimburse me $363.92.
CEFCU needs to institute controls that require more than a routing and account number to withdraw money from someones account.
CEFCU needs to investigate the ongoing activity amongst "****", IUEC, and CEFCU ACH Department.Business Response
Date: 07/30/2025
CEFCU contacted the member on July 22, 2025, and the issue
was resolved at that time.Initial Complaint
Date:06/26/2025
Type: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 believe this account has been assigned to me in error, as I am not liable for the debt in question.
I have no contractual obligation with CEFCU and have never received any documentation to substantiate the validity of this debt, despite my formal requests for verification. I specifically asked to review the original application or contract related to this alleged debt. Since CEFCU has been unable to provide this documentation, I assert that the debt is not mine and should not be associated with my records.
I kindly request the removal of this erroneous collection from my account and an acknowledgment of this resolution in writing. Thank you for your attention to this matter.Business Response
Date: 06/30/2025
All consumer loans are reported to the credit bureaus as the payment history reflects. This information will continue to appear on the credit report for several years after the loan is paid in full.Initial Complaint
Date:05/02/2025
Type: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 27, 2023, I Financed a vehicle through CEFCU I had full coverage the entire time I had the vehicle. on May 9, 2024, my car was totaled I went through all the proper channels to ensure this claim and everything pertaining to said vehicle was squared away. Months after Gap and My insurance paid out, I had a remaining balance that is also incurring interest and late fees. I called CEFCU to get some information on why I still had a remaining balance I spent the rest of this past year calling and being transferred all over which of course would prompt anyone to hang up in frustration. When I went to finally replace the car, I lost it seems I was not able to do so because the loan at CEFCU was in default, but the car had been totaled and paid for nearly a year. After several transfers and being hung up on finally I landed on a supervisor who was willing to explain. CEFCU imposed a Collateral Insurance on my loan which totaled 2721.00 they stated that this charge was due to me not having full coverage. I then sent in documentation stating their information was incorrect. there is still a balance and I am certain that is finance and late fees plus interest for this policy which I never needed because I had insurance. This issue has ruined my credit as well as putting me in a situation where I cannot replace my vehicle. The service I received has been terrible I could not believe how rude and unhelpful majority of the staff I have spoken with over the last year. Being charged for a policy I did not need and then that is why I have a balance for almost a year and its constantly accruing interest when I never needed the policy sounds illegal. I am truly saddened that this was my first experience purchasing a car and it was not the most pleasant losing a car was not the greatest and CEFCU did not make the transition any easier. I am truly disappointed in the level of competency and service they provided during this ordeal.Business Response
Date: 05/06/2025
Collateral Protection Insurance refund was processed on 5/1. If Guaranteed Asset Protection (GAP) insurance doesn’t fully payoff a loan, you will need to speak with the GAP company to determine why the full balance wasn’t paid.Initial Complaint
Date:02/17/2025
Type: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 am ******** ***** and making a claim regarding unfair, mistreatment, misconduct, and miscommunication of vehicle property and loan. I took my vehicle to ****** **** **** ******** ** ******** ** for repairs and was offered and estimated amount of $8309 for damages.
The vehicle became a total loss according to ****** auto; nevertheless, the business says that they are waiting on a tow for pick up from the insurance company. Cefcu as my finical lien holder had me wait for over 3 weeks, (45days plus) never returned my calls nor emails which increased fees each day. I inquired since the car was a total loss I would no longer pay on loan or If I decide to keep the car I would pay the remaining balance of loan.
I am requesting loss of time of payment for storage fees and deress.
Due to false/lack of information I got the impression that I would not be paid out right for blue book value. Cefcu did in fact have a $8309 check for repairs to be made but the vehicle costs around estimates of $17,000.00 deeming property a total loss.
The storage fees alone became to that of original repairs, I cannot pay $8k for property, cefcu paid off my car loan and decided not to pick up vehicle. I never signed a release to not have my car towed for salvage total loss.
I am requesting proper funds owed to me by cefcu and I have stated to get rid of car if it would not be returned or fees deducted from insurance claim or adjusted payment.
I would like to have this matter settled or I will seek an attorney for lost of time and unethical business practices. Each day Cefcu the lien holder and other parties involved delayed increased storage fees occoured. I will further sue in the court of law for pain, suffering and left in the darkness between body shop and lien holder (cefcu).
I ******** ***** did not sing or agree to pay any storage fees or wait for excessive duration beyond measure to prolong and finish my property completion.Business Response
Date: 02/19/2025
If insurance proceeds payoff a loan, CEFCU will release the
lien and send clear title to the member due to no longer having an interest in
the vehicle. Any additional questions can be directed to the Collections
Department at *************Customer Answer
Date: 02/24/2025
I am rejecting this response because:
I already spoke to cefcu and they are saying the same thing. hey BBB they cleared the title after 30 days to long when the body shop told yall it was a total loss from the first day.why? Build up a storage fees and leave my car abonded. I need the lost time back or a reconsideration or someone to tow car off autobody shop.
I said to pick the car up day one and then sent a email saying pick the car up. Cefcu ignored my email about picking the car up, clearly in my records. I have proof. The main insurance state national says they never received my email that states pick the car up. It was cefcu responsibility to forward the email to main company for tow and clear all storage fees.
Business Response
Date: 02/25/2025
The member is equally responsible for picking up their vehicle. If insurance proceeds pay off the loan, CEFCU will release the lien and no longer have an interest in the collateral, nor have the right to pick up the collateral.Initial Complaint
Date:01/30/2025
Type: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 WOULD LIKE THE CREDITOR TO
REMOVE CHARGEOFF INFORMATION FROM YOUR CREDIT REPORT.
CHARGE-OFF DEBT IS TAXABLE INCOME
AND CAN NO LONGER REPORT TO A CONSUMERS PROFILE VIOLATING
15 USC 1681 EBBusiness Response
Date: 02/03/2025
CEFCU is required to
report accurately to each credit bureau, including charge off loans.Customer Answer
Date: 02/03/2025
I am rejecting this response because:
CHARGE-OFF DEBT IS TAXABLE INCOME
AND CAN NO LONGER REPORT TO A CONSUMERS PROFILE VIOLATING
15 USC 1681 EBBusiness Response
Date: 02/04/2025
Regardless less of taxable status, a charged off loan has to
be reported accurately to the credit bureaus.Initial Complaint
Date:11/07/2024
Type: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 used the mobile deposit feauture for Cefcu. It was taking very long for the check to show, so I called the customer service. The Representative said that they were having issues with their online banking when I sent in the check, and to re-send it. I explained to her that I was now at work, but I would go get the check on my lunch break, and take it to our local branch and deposit there. I was able to do that. Cefcu then contacted me four days later accusing me of depositing the check twice. If the check was deposited twice then that would have been an error on THEIR behalf. They claim they record calls, so I told the woman to pull up the call of them telling me that they were having system issues and to re-deposit the check. They then claimed that they cant find any record of the call. How is that possible??? Arent all calls recorded?? How cant you access the call that proves that you guys were in fact wrong? Oh, because youre CROOKS! I have been a loyal client of CEFCU for the last 20 years. I will never ever do business with them again.Business Response
Date: 11/15/2024
Calls to CEFCU may
be monitored for quality and training purposes. CEFCU does not record every
call initiated to CEFCU. It has been verified that the call being referred to
in this complaint was not recorded by CEFCU. Our records show that a
representative from CEFCU contacted the member regarding the duplicate deposit.
Unfortunately, the
way the member had endorsed the check was not as indicated in CEFCU's Mobile
Banking application for a Mobile Check Deposit, which allowed the check to be
deposited twice and prompted the call from CEFCU described in this complaint.Initial Complaint
Date:10/31/2024
Type: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.
CEFCU is violating my rights to have Fair Credit Reporting. Fair Credit Reporting Act 15 U.S. Code § 1681a, Rules of Construction, paragraph (2), subparagraph (A), subsection (I). Which prohibits them from reporting transactions. I have reached out to them serval times requesting that they remove the transaction (late payments) from my credit report. They do not seem to get those late payments are considered a transaction which is a violation of my rights. I have been left with no other choice but to consult with an attorney for maximum punitive damages since they refuse to make the proper correction.Business Response
Date: 11/04/2024
All consumer loans are reported accurately to each of the credit bureaus. The information that is reported is based off how the member is making the payments per the Retail Installment Contract that is signed at the closing of the loan.Customer Answer
Date: 11/15/2024
The response they gave was very basic which is all I have been getting from them. For one I never signed anything with them directly I signed paperwork at the dealership. So, I am not sure how my signature was transported to their documents. I was not provided a disclosure. I was never given the option to OPT-out of having anything to report to my credit report. I also don't understand how they can keep ignoring the law that was put in place to protect the consumer. The law states that it is against the law for them to report transaction. Is a late payment NOT a transaction between me and them? I have asked for proof that they got my permission to report since I did not sign a contract with them directly. I was supposed to also receive a call confirming that I agree with them reporting which I never received. When they sent a letter, I state that I wished to OPT-OUT moving forward from them revoking the rights reporting and they have still continued to report. In so many ways they have continued to violate my rights. Even after I have provided them with FCRA laws.Business Response
Date: 11/20/2024
A CEFCU contract
was signed at the dealership on 12/21/2020 with the signature of ********* *****. There is not an opt out option on how CEFCU reports consumer
loans to the credit bureaus. CEFCU has to report all payment history
accurately.Initial Complaint
Date:10/08/2024
Type: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 bank is continuously reporting information to 3 different credit reporting agencies. I have no knowledge of this account or the information being reported. It is unlawful to report and data or information without my permission. I am protected from this by constitutional law, and this act is punishable up to $1000 per occurrence. This has been going on for a long time now and I just found out about it when I had someone look into my credit. I want them stopped and stopped for good.Business Response
Date: 10/09/2024
A retail installment
contract was signed that payments would be made on this collateral. The credit
union is obligated to report accurate payment history to the credit bureau.Initial Complaint
Date:08/14/2024
Type: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.
Currently my checking and savings account have been frozen. Once my insurance company reimbursed me money paid by mother for an emergency medical procedure they immediately froze my account until I pay them half what I owe them. This money is not mine, it is my mother's. I'm the insurance policy holder so the money was sent to me. She is a senior on social security with a fixed income. I am behind on a personal loan to this bank due to unemployment. Cefcu has explained to me there are no options to help me except to pay the loan. No deferment or loan modification options. My innocent mother is now a victim of theft from my bank, a bank who's motto is that they are better than a bank.Business Response
Date: 08/15/2024
CEFCU maintains a Statutory Lien on funds on deposit. Funds
can be held or applied to obligations the member has with the credit union.Customer Answer
Date: 08/15/2024
I am rejecting this response because: To my understanding a financial institution or creditor cannot just legally freeze someone's account without following the proper legal channels. They must submit a request for a citation with the county court system first to do this. Individuals like myself who's income is limited due to unemployment falls under an exemption list same with my mother's social security. I have to file a request for emergency exemption with the county but I need a case number for the freeze to file this. From what was explained to me.Business Response
Date: 08/16/2024
Page 40, Section 21 of CEFCU’s Deposit Account Agreement
states in part “CEFCU may refuse to allow the withdrawal of all or part of the
funds in any individual, joint, or trust account in which you have an ownership
interest while you have any outstanding obligation to CEFCU.” The agreement
also states “CEFCU may enforce its statutory lien at any time without prior
notice to you or any joint or surviving joint account owner.” The agreement was
provided at the time the account was opened.
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