Credit Union
Digital Federal Credit UnionHeadquarters
Important information
- Customer Complaint:BBB with the use of artificial intelligence, analyzed the complaints on 6/26/24
BBB shared the findings and recommendations with Digital Federal Credit Union.
The findings appeared to show:
Frustration with Billing and Collections:
Frequent issues suggest customers are experiencing problems with account management, fees, or debt collection practices
Service Quality Concerns:
Recurring service-related complaints indicate dissatisfaction with the credit union's core offerings
Repair and Technical Issues:
Suggests problems with online banking, mobile apps, or other technical services
Customer Service Dissatisfaction:
Implies some customers feel their concerns are not adequately addressed
Digital Federal Credit Union on 7/21/24 responded to BBB with:
In addition to the frustration members may have with billing and collections and the service quality concerns
noted above, the BBB customer complaints analysis and recommendations report notes other trends including problems with online banking, mobile apps, or other technical services.
DCU has just integrated a new phone system and we are continually updating our digital banking and mobile
banking applications to meet the demands of today’s digital banking customer.
DCU is consistently reviewing our systems to ensure that we can deliver services that meet or exceed our Members’ expectations.
DCU maintains a complaint management program that ensures that each BBB complaint and other complaints are investigated and analyzed.
All fees and charges on billing statements are disclosed as required by state and federal law and regulation.
As part of our complaint management program, DCU reviews trends, spotlights and escalates issues, such as process breakdowns, inefficiencies, and system issues, and resolves such issues to prevent continuing negative impact to our members.
Complaints
This profile includes complaints for Digital Federal Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 202 total complaints in the last 3 years.
- 70 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:11/22/2022
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.
11/4/2022 I had called in to DCU for a new ATM ********** Card since my expires end of the November 2022. It is now 11/22/2022 I still have no new card. I can't simply go to a branch as I am in *******. I have been calling off and on to DCU speaking to other Reps them telling me its still in the tie frame so give it some time. Well its the 11/22/2022 and there is no card its well over the **** business day time frame. I spoke to a Rep on 11/21/2022 he told me give it till tomorrow and if no card then call us back and I will put in the notes to waive the expedited fee for faster shipping. So on 11/22/2022 I called again as no card had arrived, the Rep assured me he will have another card shipped out and cancel the one that was previous mailed out and waive the expedited fee. I am hoping I get my card other wise I can't access my money. This not the first time I have issue with DCU and giving me the run around with helping me with an issue. **************** is not trained very well if they are not putting in notes and understanding customers concerns. They also should be sending customer ATM cards or any cards out with expedited service and not SNAIL MAIL. Customer cards are sensitive material and should be sent to the customer as fast as possible. I am hoping for a resolution to this issue as soon as possible. Because soon I will not be able to access my money. I would like to be contacted by a manager so this can be resolved.
Business Response
Date: 12/01/2022
To Whom It May ***************** reviewed the complaint submitted by ************************* (Complainant) concerning the issuance of a new debit card with Digital Federal Credit Union (DCU).
Our records indicate that the Complainants new debit card was successfully delivered and activated on November 25, 2022.
We consider this matter resolved.
Sincerely,
DCU *************** DepartmentCustomer Answer
Date: 12/01/2022
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.
FAQMy card was not delivered directly to me from ****** I had to have my spouse go all the way to ***** location to pick it up which is unacceptable because I wasn't aware that I was a signature involved with the package because no one told me this. I went all day when I had to go shopping without a debit card because they shut it off. No one explained this that they shut off my debit card on me without having a debit card to replace it. I was told in the past they were not deactivate the card I had on me until I got the new one. That was false information given.
Regards,*****
Business Response
Date: 12/13/2022
To Whom It May ***************** reviewed the additional comments submitted by ************************* (Complainant) concerning the issuance of a new debit card with Digital Federal Credit Union (DCU).
Our records indicate that the Complainants new debit card was successfully delivered and activated on November 25, 2022.
On December 7th, 2022, a DCU representative addressed the Complainants additional concerns during a call with the Complainant. We explained that DCU sent the Complainants new debit card with no signature required, but ***** will require a signature if delivering to an apartment complex, in which the Complainant confirmed that they lived in a gated apartment complex.
We also confirmed that DCU in fact informed the Complainant that their current card would be cancelled in a call with the Complainant on November 22nd, 2022.
As we were able to resolve this matter directly with the Complainant, we consider this matter to be resolved.
Sincerely,
DCU *************** DepartmentCustomer Answer
Date: 12/14/2022
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.
FAQOnce again I don't like repeating myself. The package was never delivered. I myself had to go to directly to ***** and pick up the item because we had delivery issues because one no one told me there was supposed to be a ************** I was never told and I quote because I would have acknowledged that they turned off my main card. Regardless of whatever happened, it was lack of communication with the customer service rep. I finally got the situation settled with another party at ***. But they really need to work on ***'s customer service and their reps and train them better about communicating to their clients about what is actually going to go on with their accounts and their cards. I found all the information that was given to me was not actually given like I've said above.
Regards,*****
Initial Complaint
Date:11/22/2022
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.
my husband was chatting with a rep a couple of weeks ago. Something happened that he lost connection while they were trying to verify him. They blocked our online banking and savings account. They will not allow us to make a payment from the savings. we called that we would send in all the information they need to verify us. They will not accept that. They are holding out funds and will not release it to make the car payment. They told me i have to take it from another account. We don't have $400.00 to take from another account. That is why ********** every 2 weeks to make the payment. They won't take it and will charge my husband a late fee and report him if he does not make the payment from another account. I need my funds released this is fraud and they are stealing our money.Business Response
Date: 12/01/2022
To Whom It May ***************** reviewed the complaint submitted by ******************************* (Complainant) concerning access to their accounts with Digital Federal Credit Union (DCU).
On November 22, 2022, DCU completed our review,reinstated the Complainants access to their membership and accounts, and confirmed with the Complainant their reinstated access.
We consider this matter to be resolved.
Sincerely,
DCU *************** DepartmentInitial Complaint
Date:11/21/2022
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 was not sent in error. I am consumer by law and I want you guys to delete the inaccurate accounts in my credit report. Here are the details of the said inaccurate accounts, company name, balance & date last reported: Account Name DIGITALFCU Balance $0 Account Number **********Business Response
Date: 11/30/2022
To Whom It May ***************** reviewed the complaint submitted by *************** (Complainant) concerning the credit reporting of a credit card loan ****** with Digital Federal Credit Union (DCU).
In August of 2018, the Complainant submitted an ID theft claim to DCU regarding their membership and ***** and after a full investigation, DCU denied this claim and ultimately found the Complainant responsible for the membership and *****
In March of 2019, after not making any payments, DCU wrote-off the ***** In November of 2019, the Complainant paid off the **** in full.
In March of 2020, the Complainant submitted a credit dispute requesting that DCU update their credit report showing the **** was paid in full and DCU confirmed that the **** is reporting accurately as paid in full on November 26, 2019.
As DCU has determined the Complainants ownership of the membership and ***** and that the **** is reporting accurately per the Fair Credit Reporting Act, we consider this matter resolved.
Sincerely,
DCU *************** DepartmentInitial Complaint
Date:11/19/2022
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 applied, and was approved for a HELOC loan with DCU in the amount of $110,000 - the loan closed on 8/31/2022. On 9/6/22 my HELOC loan was fully dispersed into my primary savings account in the among of $110,000 - The funds were disbursed into my savings account with DCU. I called DCU on 9/10/22 and asked what I should do with the funds, as I didn't want to use them, and specifically didn't want them in an account I use frequently (I made it very clear I did not want to use the funds) - However, the agent I spoke with told me to create a new account, and move the funds there until I was ready to use them - so I did. I move all $110,000 into a new DCU account, and have not touched them since - the full balance of $110,000 still remains in that account. Then on 10/4/22 I received an interest bill in the amount of $1041.61 due to DCU by 10/25 - I immediately called DCU and spoke with ******************* expressing how confused I was by this bill, and how I didnt feel I was responsible for it - I was utterly misguided and misinformed at multiple points throughout this entire interaction by DCU employees starting at the time of closing - DCU has refused to overturn the interest incurredBusiness Response
Date: 11/29/2022
To Whom It May ***************** reviewed the complaint submitted by ***************************** (Complainant) concerning a loan with Digital Federal Credit Union (***). The Complainant also submitted this complaint to DCUs ********** regulator. As such, DCU will be supplying a response directly to the Complainant and our regulator.
Sincerely,
DCU *************** Department
Customer Answer
Date: 11/29/2022
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,*******
Initial Complaint
Date:11/14/2022
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.
DCU has been holding my transfer for 2 weeks, they locked the acct with a valid excuse and now they still have not called me about this matter as promised! Every time I call they tell me the same thing! The account is still under review and someone will reach out to you!! I'm demanding that they release all my funds ASAP!Business Response
Date: 11/23/2022
To Whom It May ***************** reviewed the complaint submitted by ************************ (Complainant) concerning an account with Digital Federal Credit Union (DCU).
On November 23, 2022, DCU completed the review of the Complainants account and informed the Complainant that they should have full access to the account.
We consider this matter to be resolved.
Sincerely,
DCU *************** DepartmentCustomer Answer
Date: 11/23/2022
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.
It has been a month and I want all of my funds out of the accounts immediately and I do not want to continue membership at the time! How can I get 1 transaction of all funds from checking and savings deposited into my external account provided? Everytime I try to transfer my funds from out of my checking Acct , Im told Ive exceed maximum amount when I called Nov 7 to have that amount increased? I want my money out of these accounts immediately!!
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,Zyleria
Business Response
Date: 12/06/2022
To Whom It May ***************** reviewed the additional comments submitted by ************************ (Complainant) concerning their accounts with Digital Federal Credit Union (DCU).
On November 29, 2022, a DCU representative got in contact with the Complainant to assist them with their request to close their accounts and membership with DCU. The Complainant was provided with the required documentation to be completed in order to close their accounts and membership with DCU.
DCU has not received this completed documentation yet, and therefore has not been able to close the Complainants accounts and membership yet.
Once the Complainant provides DCU with the completed documentation previously provided to the Complainant, DCU will complete their request to close their accounts and membership with DCU.
Sincerely,
DCU *************** DepartmentInitial Complaint
Date:11/08/2022
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.
A bank account was evidently opened in my name through this bank after an apparent identity theft in 2018. I was trying to open an account with my personal bank in 2022 in ******** and was told I was not allowed to do so because there were reports of account abuse through DCU. DCU is unwilling to resolve this issue. They will not allow me to talk to any fraud departments and are making me transfer my information through the online call center. It was stated to me by my personal bank that there is a hold on my name through the national bank registry placed by DCU. I have taken out a police report and was advised not to send them any personal information which is being requested by DCU. To resolve this issue DCU is telling me to have the police send a subpoena to an email to resolve the issue.Business Response
Date: 11/18/2022
To Whom It May ***************** reviewed the complaint submitted by ********************************* (Complainant) concerning an account with Digital Federal Credit Union (DCU).
Our records indicate that in April of 2022, the Complainant submitted an identity theft claim with DCU, claiming that the Complainant had not opened the checking account (Account) with DCU that was written-off in May of 2018.
DCU completed an investigation into the Complainants claim and determined that no identity theft occurred and found the Complainant responsible for the written-off balance in the Account.
On May 6, 2022, DCU sent the Complainant a letter detailing this determination, but also stated that if the Complainant wished to reopen this case, they would need to provide the following:
- Copy of a police report related to claim
- Color copy of photo ID
- Color copy of SSNAfter receiving this complaint, on November 15, 2022, DCU sent the Complainant a request for an affidavit and police report related to this identity theft claim.
Once DCU has received these requested documents, we will reopen the investigation and ******** this claim with the new information provided.
Sincerely,
DCU *************** DepartmentInitial Complaint
Date:10/30/2022
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.
On October 27th I called in because i got tired of withdrawing money from the bank to handle my transaction because that is something i am not use to. I called and explain to the rep that i got denied for a checking account because there was a fraudulent account on my chexsystem report and the fraudulent account is with ********** I told the rep i already called ********* and they are going to call and give me a update about the account once it is closed. I told the rep is there anyway that i can bypass the chexsystem so i can have a checking account. He told me that he doesnt know and that he will talk to his supervisor. I was like okay cool so when he got back on the phone he then proceed to tell me that he will escalate the issue because it wouldnt be right to deny me for a checking account do to a fraudulent account being placed on my chexsystem report. So on October 28th i got a called saying that my account was under review and that i basically couldnt do anything. I like a total jackass right now for even choosing this bank because of the good comments in a fb group i am in. But i am upset cause I couldnt even access my mobile banking nor online banking. I called several times to 2 ladies said i can withdraw money from my bank account and 1 lady and a supervisor said I cant do anything. I am so upset cause i am on the verge of homelessness with kids under the age of 2 and suppose to move in next month and cant access my funds cause the account placed under review. I really been crying all week and have no hope and trust in this bank anymore.Business Response
Date: 11/07/2022
To Whom It May ***************** reviewed the complaint submitted by ********************* (Complainant) concerning an account with Digital Federal Credit Union (DCU).
On November 3,2022, a DCU representative informed the Complainant that we completed the review of the account, and the Complainant should now have full access to the account.
We consider this matter to be resolved.
Sincerely,
DCU *************** Department
Initial Complaint
Date:10/27/2022
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 a member of DCU and have savings product and a solar loan with a interest rate of less than 6%. I have called DCU numerous times questioning why my payments are so high lately in interest rate of the loan. For example recently I made a payment of ****** to the solar loan above monthly minimal and the interest calculated in that payment was close to $80.00. there is no way a 5. to 6% loan would have that high of monthly interest. I also questioned each month it fluctuates between $20.00 up to $80.00 each payment. When I continue to call the agents put me on hold and then come back and say oh its because you made a payment thru the mobile app and there is an issue with it applying correctly and we will look into it later. Never the case.I am seeking a full audit of my loan showing every payment made and the interest per each payment with a final total of interest paid to date. I want to compare this interest to the ****************************************************************************************************** over paid due to credit union error.Business Response
Date: 11/04/2022
To Whom It May ***************** reviewed the complaint submitted by ******************************* (Complainant) concerning a solar loan with Digital Federal Credit Union (DCU).
A DCU representative will be in contact with the Complainant to discuss the details of the solar loan.
Sincerely,
DCU *************** Department
Initial Complaint
Date:10/25/2022
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.
On 10/20/22 I made a payment in the amount of $97.28 to ************** At the time, there was an approximate $1950 available for use in my account. DCU notified ************* by telling them there are insufficient funds in my account so they returned the payment, which is now costing me more than expected. I am now being charged a late fee along with a returned fee.Business Response
Date: 11/04/2022
To Whom It May ***************** reviewed the complaint submitted by ***************************** (Complainant) concerning a returned payment due to insufficient funds in their accounts with Digital Federal Credit Union (DCU).
In the complaint submitted by the Complainant, they state that on October 20, 2022, they made payment to ************* from their DCU accounts that was returned by ************* stating that there were insufficient funds.
DCU has reviewed our internal records and have not been able to locate either the initial or returned payment to ************* that the Complainant discussed in their complaint. The only record we have of the Complainant making a payment to ************* around October 20th is a $98.00 payment on October 27,2022, that was processed correctly and was not returned due to insufficient funds.
As we have no record of the transaction discussed in the complaint, we consider this matter resolved.
Sincerely,
DCU *************** DepartmentInitial Complaint
Date:10/11/2022
Type: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.
I purchase a black 2013 *** X1 with the intent to have my father ********************* as the co-signer. We both gave all of our information and followed every step in order to get the vehicle. We were told that after 3-6 months of on-time payments my father would be able to take his name off of the lease and it would solely be in my name. I was really excited about this because it was a chance for me to build my credit. When we received the documents for the loan we realized that my name was absent from ALL of the paperwork and my father's name was the only name on the loan. When we contacted DCU we informed them of this and they told us not to worry that my name is on it and that my father's name would still come off with the consistent on-time payments. My father and I did not feel right about it but I continued on with the payments. After 6 months there was no change to the documentation and not only that I had to consistently take the car to the dealership because of constant issues with the vehicle a couple of weeks after getting it. I took the car to *** on several occasions with receipts. *** informed me that whoever sold me the car sold it to me with a bad engine and that in order to fix it I would need a whole new engine at a cost of $9,000. I took the car to get serviced by the warranty and they didn't fix anything on the car they said they would fix. 85% of the time the vehicle was in my possession it was in the shop I stopped making payments on the car because it became undrivable and too much of a burden which of course affected my father's credit score. We contacted DCU several times to do a voluntary repossession from my home during and after this time. They would always schedule it but no one would EVER come to pick it up. Every time we call to get a solution all we get is transferred to different people. The vehicle has been sitting in my garage and I am moving this is bad business I would like DCU to take care of the fraudulent activity they started.Business Response
Date: 10/21/2022
To Whom It May ***************** reviewed the complaint submitted by *********************** (Complainant) concerning an auto loan (Loan) with Digital Federal Credit Union (DCU).
Our records indicate that the Complainants father, DCU member ********************* (Member), solely applied for the Loan through DCUs mobile application, and on September 12, 2019, DCU opened the Loan. All documents received related to this application including, but not limited to, the Purchase and Sale agreement, signed Loan Note and Agreement,Title, and the application itself, all included the Member as the sole and primary buyer, owner, borrower, and applicant for the vehicle and Loan, with no indication of the Complainant as a joint buyer, owner, borrower, or applicant.
DCU has clear and documented evidence that the Member was the sole and primary borrower on the Loan, with no indication of the Complainant being a joint owner of the vehicle or co-borrower on the Loan. Therefore, the Member was ultimately responsible for making timely payments on the Loan, and as there was no DCU error, no updates are required,and the credit reporting for the Loan is currently reporting accurately per the Fair Credit Reporting Act (FCRA).
The Complainant contacted DCU regarding a request for a voluntary repossession of the vehicle related to the Loan. After a thorough review of the situation and the information provided to DCU by the Complainant, the request for repossession was denied due to the vehicle not being worth the value due to the potential engine issues.
As DCU has determined that the Member is ultimately responsible for the Loan, that the Loan is currently reporting accurately per FCRA, and that DCU will not be repossessing the vehicle due to potential engine issues, DCU considers this matter resolved and will hold the Member responsible for paying the balance on the ************************************************* DepartmentCustomer Answer
Date: 10/21/2022
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.
What proof do you have that the application was done from MY FATHER ********************* phone? I would like to know because my father has an old android phone and he is not tech savvy or capable to do anything like that. I was given an app to fill out and me and my father both sent personal information to someone who claimed they worked for DCU and they came back with documents I was emailed and told that my father would come off after a few on time payments. I signed documents but my father did not in fact on the documents that you guys have someone forged my fathers signature which is FRAUD and we have called and complained about since we realized that he was not a co-signer. I have attached below my fathers only signature that he has ever used along with his ID. That is not my signature either. I would like to see what evidence you have that shows my father solely filled the application out on his own and what phone it was used from. My father never even has access to the account when we discovered the falsified documents we tried to log in and it denied him from accessing said it was not him. My father was never supposed to be the only person on the loan he was supposed to be the CO-SIGNER we were lied to by your company or someone representing your company. The attached information below clearly shows the info being sent to my email giving me my so called member number and pin. If this was supposed to be solely my fathers account why would they send this information to me? This was supposed to be a CO-SIGN and it is an error and fraud on DCUs end.
[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: 11/01/2022
To Whom It May ***************** reviewed the additional comments submitted by *********************** (Complainant) concerning an auto loan (Loan) with Digital Federal Credit Union (DCU).
As stated in our previous response, our records indicate that the Complainants father, DCU member ********************* (Member), solely applied for the Loan, as all documents received related to this application, including but not limited to, the signed Purchase and Sale agreement, signed Loan Note and Agreement, Title, and the application itself,all state the Member as the sole and primary buyer, owner, borrower, and applicant for the vehicle and Loan, with no indication of the Complainant as a joint buyer, owner, borrower, or applicant.
As DCU has determined that the Member is ultimately responsible for the Loan, DCU considers this matter resolved and will hold the Member responsible for paying the balance on the ********************************************* Department
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