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.
If you've experienced an issue
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:08/08/2024
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.
We started noticing problems with customer service Around Covid. We called ****** regarding getting a deferment due to a job loss frm Covid I got off the phone that day thinking It was done we were not on online banking yet and I don’t think they had the correct adress on file We had no clue that we were accumulating a $23 late fee every single month for the past year. I finally got a hold of ******. Which should not be as hard as it is.the process wasn’t done correctly and that we would have to redo it and then they remove all feesWell, it’s been months n I thought it was done to Find out today that they need more they just didn’t call to tell me . after numerous voicemails and emails to ******no reply I purposely did not make the car payment this month 2 reasons. The car broke down and I’m trying to figure out if it’s worth keeping due to all of the Horrible customer service And because I knew that they would contact me eventually over a payment which sure enough he did. I explain to him that I’m still trying to figure out the Best way to move forward . I also asked for an exception to apply for a second deferment because I’m not gonna be able to trade this vehicle in until all of this gets cleared up, which is my only realistic option right now ****** was no help and rude so I did get a hold of the next up ****, Explained what’s going on asked if there’s any exception that a second deferment can be done on This account to help us catch up and get the late fees fixed to trade in. Because the dealership and my credit report is seeing more missed payments than should . I simply asked both employees for a letter stating month by month when the payment was made neither of them would do letter or see about an exception for a second deferment When **** very rudely and unprofessionally told me, “why should he do that?” This is my payment history. This is information that should be available to me without being talked down to told **** I would do this complaint no care
Business Response
Date: 08/09/2024
Credit Bureau Disputes provided a letter as requested. In regard to the additional information requested by Ms.
******, she was sent account statements.Initial Complaint
Date:08/04/2024
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.
8/3/24 Please see my attached cefcu peoria il auto loan statements for 12/21/23-8/3/24. Please see my attached 7/2024 $545.32 money order to cefcu for my auto loan. Please see my attached 8/2024 $545.32 money order for my auto loan payment due 8/11/24. My monthly $545.32 payments are due between the 11th and 21st of each month to avoid a $27 cefcu late fee. As stated in my cefcu loan statements from 12/21/23-8/2024 I’ve been over- charged $27 late fees adding up to $244.12 by cefcu and ******** **** which goes against cefcu payment policy because there’s also a 10 day grace period. My monthly cefcu auto loan late is due on the 11th of each month per cefcu Peoria, IL employees ******** ******* ** ***** ************ and **** ************ ************-the ten day “grace period” I have until the 21st of each month to make the payment to cefcu to not receive a $27 late fee. So why has cefcu and ******** **** of ******** ** added over $244.12 late fees on or before the 21st of each month? In addition, why the “heck” did ******** **** of ******** ** add a late fee to my cefcu auto loan account of $14.68 on 1/11/24 and $13.44 late fee on 6/7/24? My auto loan is NOT thru ******** ****. My auto loan is with cefcu. ******** **** of Hammond, IN is a shared payment center for cefcu. I went to ******** **** twice and made a payment to my auto loan because I moved to Hammond, IN last year and I can’t drive 160 miles to cefcu in Peoria, IL. I trusted ******** **** to process my auto payments twice and make sure that cefcu receives my auto payment in a timely manner. I need cefcu and ******** **** to refund my cefcu auto loan the $244.12 late fees A.S.A.P. because by 9/2024 I will only pay cefcu $301.20 for my September 2024 auto loan payment. Regrettably, next step if needed, I’m filing against cefcu and ******** **** with the ******** *******’s office for legal action. Furthermore, in 2020 I paid off a previous car loan I had w/cefcu. Soon, I won’t ever do business with cefcu/reg.Business Response
Date: 08/05/2024
CEFCU assesses late charges based on the contract associated
with the loan. If a payment is missed and paid after the grace period, a late
charge is assessed even if the late payment is made the following month before
the contractual due date. If the late payment is never made up and the loan
remains a payment behind each month, a late charge will be assessed until the
loan is brought current.Customer Answer
Date: 08/05/2024
I am rejecting this response because:
Next step, ******** ******* filing against cefcu and ******** **** because: 3/24
Please see my attached cefcu peoria il auto loan statements for 12/21/23-8/3/24. Please see my attached 7/2024 $545.32 money order to cefcu for my auto loan. Please see my attached 8/2024 $545.32 money order for my auto loan payment due 8/11/24. My monthly $545.32 payments are due between the 11th and 21st of each month to avoid a $27 cefcu late fee. As stated in my cefcu loan statements from 12/21/23-8/2024 I’ve been over- charged $27 late fees adding up to $244.12 by cefcu and ******** **** which goes against cefcu payment policy because there’s also a 10 day grace period. My monthly cefcu auto loan is due on the 11th of each month per cefcu Peoria, IL employees ******** ******* ** ***** ************ *** **** ************ ************-the ten day “grace period” I have until the 21st of each month to make the payment to cefcu to not receive a $27 late fee. So why has cefcu and ******** **** of Hammond, IN added over $244.12 late fees on or before the 21st of each month? In addition, why the “heck” did ******** **** of Hammond, IN add a late fee to my cefcu auto loan account of $14.68 on 1/11/24 and $13.44 late fee on 6/7/24? My auto loan is NOT thru ******** ****. My auto loan is with cefcu. ******** **** of Hammond, IN is a shared payment center for cefcu. I went to ******** **** twice and made a payment to my auto loan because I moved to Hammond, IN last year and I can’t drive 160 miles to cefcu in Peoria, IL. I trusted the ******** **** to process my auto payments twice and make sure that cefcu receives my auto payment in a timely manner. I need cefcu and ******** **** to refund my cefcu auto loan for the $244.12 late fees A.S.A.P. because by by 9/2024 I will only pay cefcu $301.20 for my September 2024 auto loan payment. Regrettably, next step if needed, I’m filing against cefcu and ******** **** with the ******** *******’s office for legal action. Furthermore, in 2020 I paid off a previous car loan I had w/cefcu. Soon, I won’t ever do business with cefcu/reg. ******** **** needs to also credit my cefcu auto loan account $28.12 because I only made payments at ******** ****. ******** **** assessed illegal late fees as well as cefcu.
** ******Business Response
Date: 08/06/2024
Due to confidentiality, no specific account information can be shared. The member can contact CEFCU directly at ************ to discuss this complaint further.Customer Answer
Date: 08/08/2024
I am rejecting this response because:
I’ve filed with the ******** ******* filing against cefcu and ******** **** for legal action because:
Please see my attached cefcu peoria il auto loan statements for 12/21/23-8/3/24. Please see my attached 7/2024 $545.32 money order to cefcu for my auto loan. Please see my attached 8/2024 $545.32 money order for my auto loan payment due 8/11/24. My monthly $545.32 payments are due between the 11th and 21st of each month to avoid a $27 cefcu late fee. As stated in my cefcu loan statements from 12/21/23-8/2024 I’ve been over- charged $27 late fees adding up to $244.12 by cefcu and ******** **** which goes against cefcu payment policy because there’s also a 10 day grace period. My monthly cefcu auto loan is due on the 11th of each month per cefcu Peoria, IL employees ******** ******* ** ***** ************ *** **** ************ ************-the ten day “grace period” I have until the 21st of each month to make the payment to cefcu to not receive a $27 late fee. So why has cefcu and ******** **** of Hammond, IN added over $244.12 late fees on or before the 21st of each month? In addition, why the “heck” did ******** **** of Hammond, IN add a late fee to my cefcu auto loan account of $14.68 on 1/11/24 and $13.44 late fee on 6/7/24? My auto loan is NOT thru ******** ****. My auto loan is with cefcu. ******** **** of Hammond, IN is a shared payment center for cefcu. I went to ******** **** twice and made a payment to my auto loan because I moved to Hammond, IN last year and I can’t drive 160 miles to cefcu in Peoria, IL. I trusted the ******** **** to process my auto payments twice and make sure that cefcu receives my auto payment in a timely manner. I need cefcu and ******** **** to refund my cefcu auto loan for the $244.12 late fees A.S.A.P. because by by 9/2024 I will only pay cefcu $301.20 for my September 2024 auto loan payment. Regrettably, next step if needed, I’m filing against cefcu and ******** **** with the ******** *******’s office for legal action. Furthermore, in 2020 I paid off a previous car loan I had w/cefcu. Soon, I won’t ever do business with cefcu/reg. ******** **** needs to also credit my cefcu auto loan account $28.12 because I only made payments at ******** ****. ******** **** assessed illegal late fees as well as cefcu.Business Response
Date: 08/15/2024
CEFCU will await the complaint from the ******** ******* and
respond appropriately.Customer Answer
Date: 08/16/2024
I am rejecting CEFCU response because:
8/14/24CEFCU AND REGIONAL SHOULD NOT TRY AND PUT ANY ILLEGAL EXTRA BANK FEES ON MY ACCOUNT AND SHOULD CREDIT MY ACCOUNT $162.77. COMPLAINT AGAINST CEFCU SENT TO THE FTC/ ******** ******* FOR NEXT STEP LEGAL ACTION AGAINST CEFCU/REGIONL BANK EMPLOYEES. .
Initial Complaint
Date:07/29/2024
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 my **** ** ******* debit card in a cefcu atm reason being I don’t have a **** ** ******* close to me closest one is 100 miles but I’ve used this ATM several times this time my car got stuck in there. It wouldn’t return so I did necessary to cancel my card. I called my bank. I needed to have it overnighted cause I need my card, they charge me $15 and I asked CEFCU to refund my $15 back because it was not my fault that the machine ate my card. They refused that it’s not good business. I’m just a person that’s on Social Security. I’m not rich like the cefcu is I would just like my $15 back not a lot to ask.Business Response
Date: 08/01/2024
CEFCU must comply with network rules regarding ATM card
usage in our machines. CEFCU is not required by any network regulations to
return captured plastics to a cardholder and, in many instances, it is
prohibited from doing so. The card issuer, not the ATM acquirer, is responsible
for replacement of any captured cards and any related expenses, as well as
determining if they wish to pass on any related expenses to their cardholder.
If the machine retains a card due to a command capture order
by the institution (such as excessive PIN attempts or a capture code), network
rules prohibit returning the card to the cardholder. In the event the card
is retained due to a machine malfunction or the card is damaged and not able to
be read properly, industry best practice to prevent fraud and protect employees
is to instruct cardholders to contact their issuing institution to have their
card replaced. Retained cards are then collected by armed guard transport
during normal cash replenishment and the retained cards are destroyed in
accordance with network regulation.Customer Answer
Date: 08/01/2024
I am rejecting this response because:Initial Complaint
Date:07/05/2024
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 am not liable for this debt with CEFCU, I do not have a contract with this collection agency. They did not provide me with the original contract as request. I demand that this collection be removed from my credit report.Customer Answer
Date: 07/05/2024
It is not my account and is showing on my credit report and ruining my credit by being on there. It is a fraudulent account and needs to be removed. I have asked numerous time for authentic paperwork with signatures and have been refused. Will be filling a lawsuit of not removed off my credit report.Business Response
Date: 07/17/2024
CEFCU has a signed contract from
the member. Copies of the original contract can be provided immediately by
visiting a Member Center or contacting the Collections Department to have the
documents mailed.
There will be no adjustments to the
credit bureaus, as CEFCU is providing accurate information.Initial Complaint
Date:05/30/2024
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.
So long story short I got into a car accident and totalled my car on nov 6 2023 since then been dealing with gap,********,and ********** to get the money back on the car during that process ******** paid nearly 10k to cefcu afterwards cefcu froze my account for not making a Payment I was contacted by a woman named ***** who froze my account and told me to pay 151 now or she was going to take the rest of the money from my savings as well after asking to speak with a manager the line was sent to her managers voicemail the next day ***** not the manager calls me back stating she got permission for the transfer and transferred the 151 from my savings without my permission and I can either agree to it now or she was going to take the rest again from my savings after this I went into my local cefcu and complained about the incident the person there was very understanding I believe her name was ***** afterwards I've spoken to numerous people 2-3 managers and a few have been understanding the ones that haven't been were very patronizing or sarcastic or straight out saying they can do that they want I've told numerous people there I was trying to transfer my stuff to a new bank and I needed time to do so and they said okay and their sorry for my experiences after finally getting gap and ******** to pay as much as they could on my loan I was ready to transfer all my accounts but when doing so what used to be a 708 credit score got knocked to a 527 so now I can't get the loan from the new bank and cefcu is the only new dings on my score since the last credit check (which was also through cefcu) if cefcu can get them taken off I can get the loan and get them paid and be done with them but now it's like I'm trapped with them after telling them I didn't like the way I've been treated I've told everyone I don't want to talk to ***** any longer and she is the one they keep having call meBusiness Response
Date: 06/03/2024
CEFCU has a Statutory Lien on funds on deposit. When a loan
is in default, those funds can be applied to the default to help bring the
obligation into a positive status. Failure to maintain monthly contractual
payments would constitute a default.Customer Answer
Date: 06/08/2024
I am rejecting this response because:
It's illegal for cefcu to freeze or take my unemployment. Not only that but when I told cefcu I didn't like the way I was treated and I was taking my business elsewhere I was told they understood after finally getting. To a point to transfer cefcu had dinged my credit score so badly I was deemed ineligible to get the loans refinanced like intended. If the credit issue is fixed I would be able to get the loans and be done dealing with cefcu. Long story short after telling cefcu employees about my bad experience getting told they understand and we're okay with what I was doing I now feel as tho I'm being punished for complaining and trying to leave.Business Response
Date: 06/11/2024
CEFCU’s Deposit Account Agreement provides a statutory lien on funds on deposit (including unemployment). The statutory lien provides CEFCU the right to hold or offset funds to any delinquent obligation. Holding or offsetting unemployment funds is legal. CEFCU also is required to report accurate and up-to-date loan statuses. If a loan is delinquent, the Fair Credit Reporting Act requires CEFCU to accurately report the status of the loan. CEFCU accurately reported the loan delinquency.Customer Answer
Date: 06/21/2024
I am rejecting this response because:
Your employees did not have the right to freeze my account or to take my funds and when I talked to numerous people within ur company and told them I wanted to switch to a new bank I got told it was okay for me to go ahead with the switch and at numerous times cefcu was thousands of dollars ahead on my payments after receiving nearly 16k from ******** and gap then when I finally got everything ready for everything to be switched my credit score was hit so bad And only from cefcu that I'm no longer allowed to switch ?? it was like telling an ex I don't wanna be in a relationship and then being forced to stay after telling me to go and when I brought this up with the collection department or the credit reporting department I got told to somehow review everyone I talked to as if I had the capability to do so which I do not u have the recorded lines I do not I just want my credit fixed so I can leave why is this becoming so difficult.Initial Complaint
Date:05/20/2024
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.
May 20, 2024
On March 20, 2024, I made an online payment to CEFCU Credit Card of $4,100.62 to payoff and close my account. One week later I noticed the payment was not deducted from my personal checking account. I called CEFCU to inquire about and was told by a CEFCU agent the payment was processed. The agent further walked with me through CEFCU’s website to verify payment was processed. On May 5, 2024, I received a collections letter stating that I had a delinquent amount of $125.00 and a balance of $4,280.57. I called again informing them of the online payment and sent a copy of the processed voucher I printed. On May 10, 2024, I received another collection letter stating that I had a payment due of $253.00. Again, I called. Enclosed are letters and information.
I sent $4,100.62 again this time by personal check, May 20, 2024. I would like for this credit card account to be closed with the original payment I made on March 20, 2024 of $4,100.62.
Thank you
**** ***********Business Response
Date: 06/11/2024
After the initial payment was submitted to the credit card, the account was closed in error prior to the payment processing. The member verified the funds did not come out of the external account. Due to the credit union error, the late fee was reversed, and any interest accrued going back to the date of initial payment was waived. Once it was verified the external account was not debited, the member submitted account information again and the payment was processed. The account was closed as requested.Initial Complaint
Date:05/15/2024
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 have been trying to pay my car loan but CEFCU has frozen my account! I have reached out multiple times and ********** leaves me a generic message to call them! I work during the day! I only get a 30 minute lunch and their hold time/call back time is RIDICULOUS! I had money transferred into my account specifically to pay on my car loan and they FROZE MY ACCOUNT, COMPLETELY IGNORED MY MULTIPLE ATTEMPTs TO PAY AND ARE THREATENING REPOSSESSION OF MY VEHICLE! I owe $20,000+ on a 2016 Ford Escape! The car is only worth $8,000!!! You would think they would work with me but as it stands I’m going to have to get an attorney and sue! The money is in my account! They tacked on late payment fees over $200 which makes my monthly payments $600+!! I asked for them to attach the late payment fees to the end of the loan but I have heard NOTHING! But they froze it and are wrecking my credit! I have to sue or file bankruptcy!!! It would behoove them to work with me!!!Business Response
Date: 06/03/2024
CEFCU contacts members via letter and phone calls to discuss loan status or alert the member to the delinquent status of the account. At the point there aren’t payments, or the loan is significantly delinquent, the credit union could escalate contractual remedies to include repossession.Customer Answer
Date: 06/09/2024
I will gather information on the letter that was sent and the “phone calls” that were nothing but voice mails stating to call them back when I specifically requested they leave a DETAILED message as I cannot answer my phone while at work. I asked them to work with me And now I have no car and am going to be filing bankruptcy. My money is still in the bank, I asked her to unfreeze my account (I only use it to make my car payments and nothing else) and she refused. Refused to give me adequate time and refused to unfreeze my account and then made it IMPOSSIBLE TO PAY THE PAYMENTS! Now they have the car! My loan was over $24,000 and the car was only worth $9,000! It made NO SENSE why they did what they did! They took my car out of my driveway? Locked up the brakes and left burned rubber marks going down my driveway. I have multiple sclerosis! I am disabled! They’ve already been sued for discrimination! They are a shady company! I need time to gather evidence. Please allow me a few more days. Thank you.
Initial Complaint
Date:04/16/2024
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 has kicked me out of my deposit account that I held with them that had my debt securities in it that I was to use to purchase a vehicle. I tried authorizing a transfer of funds from the account to cefcu in settlement of my obligations and they denied this tender of payment. After denying my authorization to direct the disposition of funds in my deposit account they proceeded to repo my car unlawfully as they DID NOT have on file a UCC 1 filing statement when taking the collateral "the car" and they did not have a court order from a judge to come and take my car at night while I was sleeping when I had a new born baby with issues that required me to have a vehicle. They breached their fiduciary responsibilities while handling my securities in the account held with them as well as breached the contract by forclosing on the "secured" property that had no lien on it. Due to all these situations it has led to me having nothing but trouble getting a new vehicle as well as them continuing to furnish old info to my credit report that was not authorized to be reported. It is astonishing to see the fraud the happens in these banks. All I want is my original securities back and for my info to be removed from cefcu system as well as for them to remove all the information theyve furnished on my credit report.Business Response
Date: 04/18/2024
CEFCU executes their contractual remedies including
repossession and setoff of funds on deposit due to the Statutory Lien listed in
the deposit agreement. As a furnisher of credit reporting, CEFCU is required to
report accurately to all credit bureaus to include charged off loans,
repossessions, and deficiency balances.Customer Answer
Date: 04/18/2024
I am rejecting this response because:
CEFCU has failed to furnish documentation substantiating their claimed lien on the vehicle. Irrespective of contractual provisions, no lien existed upon acquisition. However, the vehicle's possession is inconsequential. My primary concern pertains to the retrieval of original securities deposited into the accounts payable, as I functioned as the lead investor. I do not grant permission for continued retention of my private information in my account. Immediate transfer of securities to my brokerage account is imperative. Failure to comply will compel me to pursue legal recourse.
Moreover, the contract's enforceability is dubious from inception due to CEFCU's omission of numerous critical disclosures during contracting, such as a privacy notice and the true nature of the principal balance, which comprised my initial deposit's proceeds. The absence of disclosure regarding alternate fund routing options underscores the contract's lack of transparency. Despite attempts to transfer funds to settle obligations, multiple CEFCU representatives erroneously asserted my inability to access my accounts receivable, into which I was misled to deposit.
If my funds are not reinstated within 10 business days, I will initiate legal proceedings for breach of contract. The contract's inequity is apparent: CEFCU acquired my promissory note, vehicle, and account, and I acquired a messed up credit score and nothing else constituting an egregious form of business misconduct. I no longer intend to seek resolution through BBB; any further communication not directed towards amicable resolution will result in legal action.Business Response
Date: 05/13/2024
Mr. ******* visited the Decatur Member Center on February
13, 2024 and requested a copy of his debits and credits. He was provided a
printout of his account history. A copy of his contract was provided at loan
closing. Another copy of the contract was sent to him on May 7.Initial Complaint
Date:03/06/2024
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 refuses to remove a collection off my credit report when it has been 7 years.
They keep saying it’s new or recent. I’ve been fighting with them since last year to get it removed and they refuse. They are supposed to be a credit union and be better than a regular bank but they really show their true colors. I 10/10 do not recommend doing any kind of business with them. They also do not honor bankruptcies because they still demand their money.Business Response
Date: 04/08/2024
Loans will remain on a credit report for 7 years. Loans
with delinquency will remain on a credit report for 7 years after the first
date of delinquency.Initial Complaint
Date:03/05/2024
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 begins in August 2023, when my father, ***** **** passed away. ***** **** and I are the co-executors of ***** ****’s estate. In October of 2023, ***** **** had the state account opened by **** at CEFCU in East Peoria with only ***** **** listed as the executor, and no co-executor as stated in the probate court. I contact CEFCU deceased accounts, and had the account suspended. I was told by ***** in deceased accounts that I had to sign the signature card and return it to CEFCU to have the account opened. I was not given the terms and conditions associated with the account. In addition, I was not given access to the information that was submitted by ***** to open the account.
As co-executor, I have the right to review the information that was submitted. Again, this account was opened without my knowledge or consent.
To make the situation worse, I was given incorrect information by ***** in deceased accounts about the functions of an estate checking account. ***** informed me that every check will have to be signed by both of us. However, when I received the estate account terms and conditions in December of 2023, and only one person is required to sign checks. Furthermore, only the primary member has the ability to withdraw funds. I was not given the option to make myself the primary account holder, or co-primary account holders. It took over two months to receive the estate account terms and conditions. At this point I was no longer able to opt of the arbitration agreement because 30 days had passed since of the opening f the account. As of Jan 2024, CEFCU has received a copy of the signature card signed by myself.
However, as of March 5th, 2024, I have not received any communication about the status of this account. I have not received a phone call, email, mailed letter, text message or any other form of written communication about this account. No one from CEFCU will respond to my correspondence.Business Response
Date: 04/15/2024
***** opened an Estate account
for ***** **** on 10/23/23. Once it was discovered there were
co-executors, we reached out to ***** notifying him we needed further
documentation. To date, CEFCU has not received the required documentation
from ***** in order to perform transactions on the account.Customer Answer
Date: 04/20/2024
I am rejecting this response because:
I am rejecting this response because:
The response is incorrect. CEFCU received my paperwork, see usps screen shot.
I notified CEFCU of the account opening, they never contacted me, see email screenshot.
This is the email I sent on 4/19/21.
Thank you so much for getting back to me. It was nice finally getting a response after 3 months.
I am not sure of the exact date that I will return to IL because I take my mother in law to chemo on Tuesday’s, my father in law to chemo on Fridays, and my son to football on Wednesdays.
Two requests:
1) May I have a copy of the unopened estate account statement and ***** ****s bank statements please?
2) Why can’t the account be opened and immediately closed when we both appear in the East Peoria office?
No one has ever explained to me why the account can not be opened when we both appear at the East Peoria office.
You could issue each of us a check at the time of closing and I would not have to waste another 10-15 days in Peoria waiting for the funds to be deposited and cleared at another institution.
Both of my in-laws have stage 4 cancer, one on the adrenal gland and the other on the liver. We spend most of our available free time taking care of both of them.
In addition to taking care of my wife’s parents, we have a Women Owned Small Business. My time is extremely limited for activities away from home.
I hope I can receive closure on the death of my parents when we close this account.
I look forward to hearing from you soon.Business Response
Date: 04/30/2024
CEFCU has received the Signature Card that was needed; however, CEFCU is still waiting on ***** **** to send back one more signed document
that the **** ****** ****** ****** emailed to him on 3/23/24.
In regards to his requests:
He is allowed to obtain
statements for the open Estate Account. For statements on ***** ****’s
account, he can either obtain those in an office with the other
co-executor or once he provides us with the Delegation of Authority that
was email to him.
As previously
communicated to Jason, the account is currently open and can be closed
when either CEFCU receives the Delegation of Authority from ***** or when
both co-executors go to a CEFCU Member Center.
CEFCU can issue checks at the time the account is closed.Customer Answer
Date: 04/30/2024
I am rejecting this response because:
I have never been told why this account can not be opened, and I do not want a check issued in the name of the estate. I would like them to issue two checks to the co-executors when we appear in office.Are they sorry they made a mistake? I wouldn't know because they have never apologized to me.
Do they care that my parents dies, I wouldn't know because they are not sympathetic.
If the account is open, then we should be able to issue checks form it correct? At the very least we should be able to make a withdrawal when we come to the office? Again, I am not requesting a check in the name of the estate because I do not have the time to wait for that check clear at an other institution.
What about my right to opt out of the arbitration clause? I was never given the terms and conditions when the account was opened without my knowledge.
Apparently they can not read my dilemma or do not care that I am currently taking care of two cancer patients. I will not sign over delegation of authority to someone that I do not trust. I am the victim of this situation and you keep treating me like the criminal.
Take responsibility for the error you made and correct it. You did not respond to any of my proof that your first message was not completely true.
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