Complaints

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

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• 

  Genisys Credit Union

  PO Box 436034 Pontiac, MI 48343-6034

• 

  Genisys Credit Union

  49692 Gratiot Ave Chesterfield, MI 48051-2526

• 

  Genisys Credit Union

  2445 Union Lake Road Commerce Township, MI 48382-3554

• 

  Genisys Credit Union

  4055 S. Lapeer Road Orion, MI 48359-1861

• 

  Genisys Credit Union

  13000 N Haggerty Road Plymouth, MI 48170-4213

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:02/17/2025

  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.

  On 217 2025 I deposited $150 cash to the *** at the ******* located at. *************************************************************************************. After entering cash into the machine the atm shut off and restarted. It provided my cash back but didnt complete the deposit electronically.

  Business Response

  Date: 02/20/2025

  The Credit Union spoke to the Complainant and is actively working with his financial institution to provide a refund to him.  

  Customer Answer

  Date: 02/21/2025

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  

  Will **** as resolved when issue is fully resolved.
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:12/14/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,I visited your branch on November 15, 2024, to pay my auto loan, as I have done for the past two years. Upon arrival, I was informed that my account was behind and that insurance coverage had been added to my auto loan. I paid only my auto payment and subsequently called the number provided by the representative at the branch.When I contacted the 800 number provided, the representative confirmed that insurance had been added due to verification issues. They also verified that a notice had not been sent to me prior to the fee or service being added to my account. When I inquired about the insurance company they had contacted, the representative stated State Farm. However, I have not had that insurance in over a year. I have been with *** insurance for over a year, and my local branch has confirmed that they sent the initial coverage when I switched carriers. Additionally, they have listed ******* as the insurance company on both six-month renewals sent.The representative from the 800 number also provided me with a fax number for my local office, which has been used four times since my initial refinance two years ago. Despite this, I have received another notice dated December 3, 2024, indicating that my account is still behind.Upon speaking with the representative from the 800 number, I was informed that a credit would be applied to my account since they had verified that no notice had been sent regarding the insurance coverage.I appreciate your attention to this matter and request a prompt resolution.Warm Regards, ****** L. ******** ************

  Business Response

  Date: 12/25/2024

  The member failed to maintain full collision coverage for her vehicle and multiple notices were sent.  ******************************* (CPI) was subsequently added to her monthly loan amount.  On December 10, 2024, proof of insurance was received and currently there is a pending refund back to the member in the amount of $6,904.00.

• Initial Complaint

  Date:07/26/2024

  Type:Sales and Advertising 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.

  I had applied for a loan with Genisys credit union in ****** (I couldnt list them for some reason) I told the banker I owned my own business and had not had two years of tax returns. I was trying to consolidate all of my debt with them not anything frivolous. She told me that they would likely make an exception seeing as Ive been a member so long. I sent all of my info to her and got denied due to not being able to prove my income- which I did and my debt to income was too high (obviously I know that Im trying to get in a better place) my credit store isnt terrible. But I feel this was very predatory lending practices and I feel as if the loan officer did not review any of the info I had sent to them proving my income. I have 100% payment history on all cards and loans including theirs. I would like the hard inquiry removed my credit report.

  Business Response

  Date: 07/29/2024

  The Credit Union reached out to the member and the parties were able to work out a consolidation loan that was satisfactory to both parties.  

  Customer Answer

  Date: 08/01/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:

   

  I did receive a call Monday about potentially getting a consolidation loan, I was NOT actually approved or offered any type of loan and have not heard back after leaving two messages whether or not they are willing to help. I am still happy to accept an offer from Genisys however there was never actually an agreement made or a loan offered to me and nothing had been discussed or signed as far as a consolidation loan or any other type of loan. 
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  Regards,
  
  ***********************

  Customer Answer

  Date: 08/05/2024

  Hello, I am reaching out to update my complaint. The credit union did provide me with a satisfactory loan after I had submitted the rejection of their offer. Both parties are now satisfied and my complaint issue has been resolved.
  
  Thank you.
  ***********************
  ************
  Sent from my iPhone, please excuse any grammatical errors.

• Initial Complaint

  Date:06/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been dealing with this bank for over 11 years. Early 2023 i noticed someone was making charges on my credit card i got 3/4 new cards but they kept getting my numbers genisys finally refused to give me a new card even after making numerous police reports and contacting them everytime it happened. I stopped banking with them but kept the account open and just in the past two days Ive received calls as i had in the past of someone claiming to be from genisys and they worked with the fraud department yesterday i answered but hung up once i noticed the persons accent i called genisys of grand blanc to report the issue the agent provided me with helpful information and took note of the situation today i recieved another call from a different number and when i looked it up it says its genesys so i called grand blanc again and received no answer so i called my original bank in ************ i was refused help and was told a supervisor would call me back/ was hung up on by *************** i had to call back and request her name since she hung up on me and now it is 430 and still i have not received a supervisor call back. I am only trying to report the unknown caller that is claiming to be their bank i will be closing this account as i have no need for it anymore and have not banked here since i was treated so poorly. Do not bank here! They do not care about loyalty of their customers or how many years youve been a customer! This is ridiculous again their employees need training on how to do their job because this is highly unacceptable and a lot of the reasons why i stopped all my transactions after years of being a customer! Im still in disbelief how its been over a year almost two and Im still having these same issues go somewhere else your information is not safe here!

  Business Response

  Date: 06/10/2024

  The member has requested that the Credit Union close out her membership and the Credit Union will honor that request.  A letter will be sent to the member outlining the account closure and the steps she must complete to pay off her outstanding loan.  

• Initial Complaint

  Date:04/17/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt with charter communications, I do not have a contract with GENISYS CREDIT UNION Account Number: **************** they did not provide me with the original contract as I requested.

  Business Response

  Date: 04/19/2024

  This member has two charged off accounts with the Credit Union.  The first was for a charged off loan and the second was for an overdrawn deposit account.  A default judgment was entered on the loan in January of 2024. The delinquency reported by the Credit Union on the member's credit report is up to date and accurate.

• Initial Complaint

  Date:10/27/2023

  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.

  Hello Fraud began on our Genisys Account at the end of November 2022, after we took a vacation to the South East Coast and use our Genisys CC during that trip.I didnt catch it, nor did Genisys CU until June/July 2023.I then looked back and realized small amounts were being charged to our account since November.I called in and the Genisys Rep suggested I call the scammers and try to get my money back.I thought this was ridiculous, as first of all I am the customer, and the business should have a department that takes care of this process. And secondly, I would be calling scammers. Theyre not going to give me my money back. But I did what she suggested. Anf of course I was just shut down.I called Genisys back and reported this and insisted that I wanted to file a fraud report. I did.They kept telling me that they would only credit my account up to 3 months back. I argued that I had been a loyal long time customer, paying off loans and always paying the current loan on time. We have paid them thousands of dollars in interest. I thought our money/credit was safe with them? I thought they were insured? And that they should refund us for all the fraudulent charges. Im sure we have and are paying interest on all these fraudulent charges totaling approximately $1000. Do date they have only refunded approximately $600, not including any interest.I have called them at least 10 times since June/July, having to ask and explain the situation over each time. I am so over trying to get them to do the right thing. They say that Master Card only covers 3 months worth of fraudulent activity. I think this is ridiculous. MC is a huge company. They should be insured. We have been great customers. And Im asking them to credit all of the fraudulent charges plus interest since the end of November 2022.This has happened to us before and the credit card company has always refunded all of the fraudulent charges plus interest. I would expect the same from Genisys Credit Union.

  Business Response

  Date: 11/08/2023

  The member did contact the Credit Union to file fraud paperwork in the summer of 2023.   Upon receipt of the paperwork, the Credit Union followed proper regulations and processed chargebacks for the most recent 60 days from the last statement date.  The Credit Union did attempt to call the merchants for the member, but the merchants had proof that the member had authorized various monthly memberships.   The Credit Union informed the member of this back in July of 2023 but told her that the Credit Union would still try the chargebacks for the most recent 60 days from the statement date.  By doing this, the Credit Union was able to recover approximately $475 dollars for the member. 

  Customer Answer

  Date: 11/09/2023

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:] 

  Genisys replied with what they did do. But this is what they did not do:

  First they write "60 day" chargebacks. I was told "90 day" chargebacks.

  I asked for full chargeback of 6 mos as we were a long time customer in good standing. They did not do this. They said this was MasterCards policy to only do ************************************************************************************************************ good standing. I do not recall that policy is written anywhere. Or if it is, Im sure its in fine print.

  They did not protect us by detecting fraud in the beginning (Nov 2022.)  

  I also believed our credit was safe with them. It appears that it is not.

  They did not refund all of the scammer charges back to Nov 2022, WE,THE CUSTOMER LOST OVER $600! There were 15 other charges, not all related to the health scam membership charges that they did not credit, that they are not mentioning.

  PLUS, THEY DID NOT REFUND ANY INTEREST THAT WE ARE STILL BEING CHARGED ON ALL OF THE SCAM/FRAUDULENT CHARGES GOING BACK TO NOV 2022! We are continually being charged interest on all fraudulent charges!

  In addition, they did not return all of my calls. A couple of times, I was told the Manager was away, but that they would call me back the next day.  They did not. No follow up. And then I had to call again to get try and get the answers. It has been verry frustrating to try and get all of my money/credit back! And I still havent! So I had to resort to contacting the BBB. As I am tired of calling in for months and getting nowhere. My next steps are to contact the Attorney General. 

  Your money/credit is NOT SAFE WITH GENISYS! Their customer service is below par and I urge any potential customers to stay far away!
  
  Regards,
  
  *********************

• Initial Complaint

  Date:10/24/2023

  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.

  I have tried to contact Genisys Credit Union with no help. Account should be closed. No one can help me close account. Also money was transferred somewhere. No clue where. Now account is over drawn. I do not put money anymore in account and no longer live at that address. ******* ****** was supposed to close account instead the bank let him ***** from me. PLease close account.

  Business Response

  Date: 10/25/2023

  A Credit Union representative reached out to the member and assisted her in closing out the account.  The member was satisfied with the end result at the end of the conversation.  

• Initial Complaint

  Date:08/09/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt of $594 with Genisys Credit Union. I do not have a contract with Genisys Credit Union, they did not provide me with the original copy ask I requested.

  Business Response

  Date: 08/18/2023

  The member has a deposit account and a ********************** card with the Credit Union.  The member has been provided all of the required documents including disclosures, agreements, and monthly statements.  The account has been researched and the delinquent amount in the complaint is a valid debt.  If the member wishes to discuss this debt further, he may contact the Credit Union at his convenience.  

• Initial Complaint

  Date:06/17/2023

  Type:Sales and Advertising 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 had refinanced my car with this Credit union. I received my title from the Secretary of State..back in June of 2022...At that time I did not receive a bill from them. November 2022 they repossessed my car with no warning. When addressed...no one knew anything.. they reported the repossession on my credit report...with a balance...I had GAP Insurance on my car...they took the car illegally.. and sold it!

  Business Response

  Date: 06/27/2023

  The member and the Credit Union entered into a legally binding contract to finance an automobile.  The member became delinquent on his loan payment and the vehicle was legally repossessed by the Credit Union.  

• Initial Complaint

  Date:06/15/2023

  Type:Product 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 5.19.23, I purchased a cashiers check from thus bank. I mailed it the same day to a contractor in **. He did not receive it and the bank confirms it hasnt been cashed. BUT THEY WON'T STOP PAYMENT ON IT FOR 90 DAYS. Two weeks ago, they told me to "wait a few more days". I did -14 days. I have to get this $ to this person NOW. If it were a personal check they'd stop pmt on it IMMEDIATELY. Why do I have to wait to see if some ***** tries to cash it before they'll stop pmt. In it? Please help!

  Business Response

  Date: 06/23/2023

  Upon receiving the member's complaint, the Credit Union promptly contacted the member to address her concerns.  Subsequently, the member thanked our Credit Union employee for their assistance in addressing the matter.  

  Customer Answer

  Date: 06/23/2023

  [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 made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  The person with whom I first spoke at the branch was not the manager, because she was out of the office and that first person was absolutely not helpful and not communicative. The Manager, however, when she returned to the office on Monday was much more helpful and immediately mapped out a process by which the 90 day waiting period could be waived. I did thank HER for her assistance. NOT the first person I spoke with at the branch. But I'll never get another cashiers check from them because they didn't disclose the 90 day waiting period when I got the check. They should disclose ALL THE ***** at the time a "member" purchases a cashiers check.

  Regards,

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