Complaints

This profile includes complaints for OneUnited Bank's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  OneUnited Bank

  100 Franklin St Ste 600 Boston, MA 02110-1537

  
• 

  OneUnited Bank

  3275 NW 79th St Miami, FL 33147-4619

• 

  OneUnited Bank

  3683 Crenshaw Blvd Los Angeles, CA 90016-4849

• 

  OneUnited Bank

  2343 Washington St Roxbury, MA 02119-3200

  
• 

  OneUnited Bank

  1495 N Wilmington Ave Compton, CA 90220-2412

  

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:12/16/2023

  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.

  OneUnited has been stealing customer funds via "failed" peer to peer transactions with bogus reasons like "unable to debit funding account" then debiting the funding account and pocketing the amount. This has happened to me three times. **************** has done nothing and any attempts at escalation end in getting sent to voicemail and never hearing back.

  

  Business Response

  Date: 12/18/2023

  Thank you for your feedback. Due to this response being public, we have sent you a private email to process your request.

• Initial Complaint

  Date:12/14/2023

  Type:Service or Repair 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.

  On October ****************************** stolen today is now December ************************************************ the mail. I have called this company over and over and over in regards to receiving a debit card to have access to my funds. I have not been able to utilize my bank account due to me not having a bank card. I am not online person to make purchases online and the only thing that they can offer me is to use Online debit card which does not work for me because I do not shop online also with me requesting a card from October to now the only thing that the bank can offer me is to pay $50 to have a card overnighted to me that was supposedly sent out in October, which I have not received also Today October Im sorry today December 13, 2023. I was told by a representative to use an online app that they have called money moves in order to obtain my funds faster. I process this app money moves in this app. The system from OneUnited bank failed and now I dont have the $60. I have to process a dispute to get my $60 back which can take another 7 to 10 days. This is unethical. This is ridiculous that I do not have access to any of my funds I am losing money in order to obtain money which is not fair to a customer who works hard for their money something needs to be done because this customer service is horrible from this company not to make sure that a person have access to their funds immediately

  

  Business Response

  Date: 12/15/2023

  Thank you for your feedback! We have sent you a private email.

  Customer Answer

  Date: 12/15/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******************************************

• Initial Complaint

  Date:12/07/2023

  Type:Product 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 paid 50 and cant even log in and my money is not there

  

  Business Response

  Date: 12/08/2023

  Thank you for your feedback! We have sent you private email. 

• Initial Complaint

  Date:12/04/2023

  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.

  I opened an account and shortly after was charged a fee. When I called the representative told me that I must maintain a balance of $500 to avoid fees. She added that I should add a little extra for reasons that I still do not quite understand. I did as advised and transferred $560 from my ********** account. Upon checking my balance recently I have noticed that the bank has drained my account leaving a balance of $250. When I called on November 10th I was told that it would be looked into and instead I was transferred to a survey. November 11 I went to the in ******* ** branch and was advised that I would have to open a physical account in order for them to look into this and that since my account was opened virtually that it was like I was not a member of the physical bank. At this time I went to the *** and the machine prompted that I was unauthorized to make this transaction, denying me access to my funds ($250) that they had not yet drained. I went back to the teller by the name of ***** and she read my paperwork and proceeded to say "you don't have a job?". She like all the other staff had been unhelpful and unprofessional. She and another employee advised me I would have to call for help. November 12th I called and asked for a supervisor. A women by the name of ****** took my call. I explained the problem and she said I was charged because I only had $250 in my account. I advised her that I maintained a balance over $500 and she placed me on hold but did not mute her phone. She began laughing several times only to come back and say that my statement doesn't show on her end and that she would have to refer to another department. She rushed me off the phone and when I asked what department she stated another department. When I asked the name she said the service fulfillment team. She told me that her system could not see past ************************************************************************************** fact deposited the minimum amount of $500. The email came and it said that my request was denied. I am afraid to remove my money from the account because I do not want to end up in collections. Please help me with this matter.

  

  Business Response

  Date: 12/07/2023

  Thank you for your review. We have made an update to your account and sent you a private email regarding your request. 

  Customer Answer

  Date: 12/19/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Please reopen my case because it hasnt been resolved. The bank only partial refunded me. I am rejecting this because they still owe me $160.  

  

  Business Response

  Date: 12/19/2023

  Thank you for providing additional feedback! We have sent a private email regarding your account. 

  Customer Answer

  Date: 12/20/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

  I reject One United proposal to only refund me $150. They still owe me $160. I would like the remainder of my money that was taken and I want my account to be closed promptly so I do not incur fees during this process. I complied with all necessary requirements to avoid fees and my account was still drained. They are scamming customers out of their funds. I ask that my money be returned to me immediately and that the account be closed at once. My last deposit was in compliance with their minimum to avoid fees and they removed money out of my account anyway. Please return my money and close the account. 

• Initial Complaint

  Date:11/25/2023

  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.

  My credit card balance went over the limit by $13. I tried to make my monthly payment, but the bank blocked my account intentionally so I cannot make my payment. They did this so they can report my payment as late to the credit bureau but we are only allowed to make 1 payment every 30 days. The acct went over the limit at the gas pump. This is an illegal business practice which they use to report an account as late which they do this to all of the customers. This never happened before. They know you can only make the payment on the due date or after. My payment has never been returned so this makes no sense.

  

  Business Response

  Date: 11/28/2023

  Thank you for your feedback, we have sent you a private email regarding your concern. 

• Initial Complaint

  Date:11/24/2023

  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.

  This account is reporting incorrecting and needs to be corrected or removed. FTC has been notified. The payment history is reporting incorrectly. The open date is incorrect. This account was paid with the secured funds and yet it still reported negatively against.

  

  Business Response

  Date: 11/28/2023

  Thank you for your feedback. Due to this response being public, we have sent you a private email concerning your request.

• Initial Complaint

  Date:11/21/2023

  Type:Product 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.

  It's the absolute worst bank. I WILL NEVER DO A BLACK OWN BANK AGAIN!I have been a customer of One United for several years. When I decided to keep my money in a black-owned business, I had high hopes for loyal customer service and the complete protection of my assets.I called OneUnited seven times on 11/20/23 regarding an incoming wire transfer successfully sent from a closing transaction. I was told that the wire wasn't successful on the 17th because no address was indicated in the reference section of the wire.On Nov 20th, Townsgate closing service called OneUnited directly and asked for specific instructions on their wiring procedures. They followed them, and I was advised that my funds would be deposited immediately. I waited until 7:50 pm because they also stated that the wiring department works on West Coast time.My money still needs to be put in my account. I'm livid. I was supposed to pay a bill due. However, my funds have yet to be deposited in my account.I asked to speak to a senior supervisor; however, their supervisor does not work East Coast hours. If you need to talk to a manager, do not call at 9 a.m. EST. After all of this, I will be closing my account. One United is the worst bank, and they hide behind being BLACK OWN!

  

  Business Response

  Date: 11/22/2023

  Thank you for your feedback. We made an update to your account to resolve your complaint and sent you a private email

• Initial Complaint

  Date:11/20/2023

  Type:Product 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've been a customer with *************** for over three years, and I've never encountered such issues regarding my money. For the past two weeks, I've been attempting to access my funds from my checking account. Despite visiting the *** and trying to make purchases, my card consistently declines, and I can't get cash back. I've contacted customer service twice to close both accounts and have my money mailed to me. The representative assured me that both accounts were closed, and my money was sent out four days ago. However, as of now, the accounts are still open, and my funds remain inaccessible. I urgently request the prompt release of my funds.

  

  Business Response

  Date: 11/21/2023

  Thank you for your feedback. We are sad to hear that you were dissatisfied with OneUnited Bank's services. We will be sending you a private email regarding the requested closure of your account.

  Customer Answer

  Date: 11/26/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  

  Business Response

  Date: 11/28/2023

  Thank you for your feedback. Due to this response being public, we have sent you a private email concerning your request.

• Initial Complaint

  Date:11/19/2023

  Type:Product 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 put money in this bank on Friday, tried to take money out they tell me my money isn't in there then charge me and took all my money because I was trying to take it out over the weekend. This is wrong and fraudulent. I'm filling a suit, they taking from people hard as times are

  

  Business Response

  Date: 11/20/2023

  Thank you for your feedback. We have sent you a private email concerning your request. 

  Customer Answer

  Date: 11/21/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Antavis

   

   

  

  Business Response

  Date: 11/28/2023

  Thank you for a review. We reached out to you via phone call concerning your feedback.

• Initial Complaint

  Date:10/10/2023

  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 work for **** and was given a paper check on September 29, 2023 for the amount of $1305 and upon trying to do a mobile bank deposit with OneUnited bank, number one there is no disclaimer anywhere on the page that shows or says anything about seven business days, but I was told by a representative very first representative that I called on that day that I could take my check to I know the location and get it cashed such as a Publix check cashing store, or I could come to ***** ******* to the bank. So I spoke with three different representatives after that who advised me that it was OK for me to take my check down there get a cashed and everything should be fine. I had to drive from ************ ******* all the way to ***** *******, which is five hours in about 14 minutes to be told by the branch manager that she could only give me $600 of my check, which caused me to have into a panic attack right there in the bank. So the branch manager, then proceeded to assist me from what Im assuming to the best of her ability after I have been misinformed or lied to buy these four agents or customer service representatives and Im still waiting on the check I received an email October 2 telling me that my funds will be available to me on the 11th of October. my complaint today is that OneUnited bank fail to properly train their agents on their current policy when it comes to deposits, mobile deposits, as well as misinforming me in a way to wear it took me to have to drive a whole five hours to be told what I was told was not true, so I want to put in a consumer complaint about this bank and how I was treated and hopefully going forward. No other account holder has to go through this. I am also planning on closing my account down completely but I wanted to put this complain in that I was lied to misled and mistreated by *********** employees.

  

  Business Response

  Date: 10/10/2023

  Thank you for your feedback. Due to this response being public, we will contact you to discuss this matter. 

  Customer Answer

  Date: 10/10/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

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