Complaints

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

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  Infuze Credit Union

  1300 Route 66 W Waynesville, MO 65583-2408

• 

  Infuze Credit Union

  PO Box 2009 Waynesville, MO 65583-0500

• 

  Infuze Credit Union

  PO Box 80 Fort Leonard Wood, MO 65473-0080

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:03/26/2025

  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 am formally submitting a complaint regarding unfair and predatory overdraft fee practices by Infuze Credit Union. Their banking system retroactively applies multiple courtesy overdraft fees to pending transactions, even when only one transaction legitimately causes an overdraft.On March 26, 2025, I made a purchase of $4.74 at a gas station. At the time of this transaction, my account appeared to have sufficient funds available. However, Infuze Credit Unions system retroactively applied a $20 courtesy fee specifically to this $4.74 transaction, as another transaction, *****, started pending. Despite two other pending transactions (******** for $14.99 and ********** for $14.77) showing dates of March 25, 2025a full day prior to the gas station purchase. This caused will cause a cascading overdraft effect, resulting in my account eventually incurring over $80 in fees.This is not an isolated incident. Just last week, a similar situation occurred, where a single transaction overdrew my account by a small amount. Instead of applying a single overdraft fee to the pending transactions that would overdraw the account ************************ applied fees to multiple pending transactions, resulting in over $200 in overdraft fees. Despite my efforts to resolve the issue, the bank only refunded approximately 9 of the total fees .When addressing these issues with Infuze's customer service, I have consistently been informed that my ledger is incorrect or told they cannot refund every fee, despite clear evidence of systemic unfair practices. This method appears intentionally structured to maximize overdraft fees rather than accurately reflect the chronological order or availability of funds.I request the Better Business Bureau investigate these predatory practices by Infuze Credit Union and advocate for transparency, fairness, and accountability. Additionally, I request reimbursement for these unjust overdraft fees.Thank you for your attention and assistance in this matter.

  Business Response

  Date: 03/28/2025

  Dear Better Business Bureau,
  Thank you for bringing this matter to our attention. At Infuze Credit Union, we are committed to providing exceptional service to our members and addressing their concerns in a fair and transparent manner.
  Regarding the situation in question, the member exceeded the available balance in their account, which resulted in overdraft fees being assessed as per our standard procedures. However, as a gesture of goodwill and to demonstrate our commitment to member satisfaction, we returned the fees to the member as a courtesy.
  In addition, we took the opportunity to explain how overdraft fees are assessed and provided guidance on how to avoid such fees in the future. This included offering tips on account monitoring, budgeting strategies, and tools available through our services to help manage finances effectively.
  We value the member's trust and strive to support them in achieving their financial goals. We are confident that the measures we have taken will help prevent similar situations in the future. Should there be any additional concerns or questions, we remain committed to working with the member to ensure a positive experience.
  Thank you for allowing us to address this matter.
  Sincerely,
  ******** Silk
  Member Experience Director
  Infuze Credit Union

  Customer Answer

  Date: 03/28/2025

  Complaint: 23121550
  
  I have reviewed the business' response and am rejecting it because:
  As shown in the screen shots their system applies overdraft fees to transactions that would otherwise not overdraw causing a cascading effect of overoverdraft fees. 
  OpenAI withdraws and clears leaving $58 in the account followed by an overdraft fee that causes the next transaction to overdraw. I'm not arguing that the account would not overdraw I'm arguing against how they apply the fees as they seem to be in place to maximize fees. No one can seem to explain to me why my ledger shows that my a single transaction would over draw my account by 3 dollars yet some how all of the transaction that had money in the account for have fees applied to them. It doesn't make sense.
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 03/28/2025

  Dear Better Business Bureau,
  We appreciate the opportunity to address the concerns raised by Mr. ****** and provide clarification regarding our fee assessment practices.
  We understand Mr. ******* frustration and would like to assure him that it is never our intent to cause undue inconvenience or confusion regarding overdraft fees. Overdraft fees are applied when an accounts available balance is insufficient to cover transactions at the time they are processed. Its important to note that transactions may remain in a pending status until merchants finalize their charges, which is beyond our control. While we strive to provide timely and accurate information about account balances, this variability can sometimes result in unexpected fees.
  In the screen shot that Mr. ****** has provided we can see that he has three items pending affecting his available balance when the Caseys transaction for $4.74 clears.  The three pending transactions add up to $62.72 leaving $1.54 available when his $4.74 clears the account leaving a -$3.20 available balance and unfortunately causing a ripple effect.
  We sincerely apologize for any confusion regarding the ledger balance displayed on the members account. It is our priority to ensure members have a clear understanding of their finances, and we are happy to offer further clarification regarding how our systems reflect transaction activity and available balances in hopes to avoid fees.
  We remain committed to providing exceptional service to our members and resolving this matter amicably which is why we returned an additional 4 fees to Mr. ******* We invite the Mr. ****** to contact us directly at *************
  Thank you for your understanding and assistance in this matter.
  Sincerely,
  ******** Silk
  Member Experience Director
  Infuze Credit Union

• Initial Complaint

  Date:03/14/2025

  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 purchased a **** expedition in June of 2024 with financing through Infuze CU. On Feb 3 of this year, I went to trade this for a Jeep and upon reviewing the numbers noticed the payoff amount was higher than it should have been by over $1500. I called and discussed with a bank *** who told me they had applied a third-party insurance as it was not shown to be insured. It was. I inquired how they **uld do that without my approval, and he stated that the third-party insurance had supposedly mailed me 3 letters. I informed him my banking and all my payments are setup to be online and i am not going to be looking for any mail from an insurance **mpany I never heard of nor was looking for. I do finances online not thru ****. They did not call me, nor flag it in my app i pay with, or via email to request this info. I looked and i have around 100 emails from them in this time period. None of them request this info I thought was sent. After some discussion about their procedures, we were both perturbed and he said he would transfer me directly to that ins ** upon which i was dis**nnected. Upon calling back I had a *** go over everything with me and she looked it up directly thru their own State Farm portal. She said they **uld check that at any time they wanted. the policy didn't have them as the lienholder so if that was **rrected all was fine. My ins ** had a mix-up with policies and **verage as i also own an Excursion. They fixed policy and i sent to ******* ******* loan officer at Lebanon on 2/3. She said that was what they needed and i would be fully credited $1586 with new balance of $8154 within 2 Thursdays. I have this in writing. I then only received around $500 credit as new policy date. Her branch manager ******* ****** informed me on 2/13 remaining would be paid within another 2 Thursdays, so I paid for ****. It was not. Another Branch manager 2/26 said they would not as info was not backdated and they were about to charge me another $1586 if policy not received.

  Business Response

  Date: 03/18/2025

  Dear Better Business Bureau,
  We appreciate the opportunity to address the concerns raised by our member regarding the addition of forced place insurance on his loan.
  As part of the loan agreement signed by the member, it is required that full coverage insurance be maintained on the vehicle, with deductibles not exceeding $1000 for comprehensive and collision coverage, and Infuze Credit Union listed as the lien holder. This requirement is clearly stated in the loan documents to ensure the protection of both the member and the credit union.
  Despite multiple attempts to notify the member about the need to provide proof of adequate insurance coverage, we did not receive the necessary documentation. As a courtesy, Infuze Credit Union reached out to the member's insurance provider, **********, to verify the coverage. We were informed that the member only had liability insurance for the first 8 months of the loan, which does not meet the requirements outlined in the loan agreement,causing the partial refund.
  Given the lack of proper insurance coverage, Infuze Credit Union was obligated to add forced place insurance to the member's loan to ensure compliance with the loan terms and to protect the collateral. Forced place insurance is a standard practice in the industry when borrowers do not maintain the required coverage.
  We understand that this situation may be frustrating for the member, and we are committed to working with him to resolve any concerns. We encourage the member to provide proof of full coverage insurance that meets the loan requirements, at which point the forced place insurance can be removed.
  Thank you for your understanding and assistance in this matter.
  Sincerely,
  ******** Silk
  Member Experience Director
  Infuze Credit Union

  Customer Answer

  Date: 03/21/2025

  Complaint: 23068130
  
  I have reviewed the business' response and am rejecting it because: I had no issue with the requirement of coverage. This was an error. The lien was not only 
  not listed on my insurance policy it was not listed on the title as well. I have several policies on several vehicles, tractors, equipment, all which have coverage. You have another of my vehicles under lien as well with no issues. Your statement of multiple attempts to contact is incorrect. I have not received any contacts. No phone calls, no voice mails, no texts, no emails, no messages via my app. I work thru YOUR agreement of online and paperless billing and accounts. I have not received any policy either you purchased in my name. If you refer to some mailing then in the interest to make sure i received it you surely sent certified mail? The postal service is not reliable and it is also your stance per your response to another members payment by mail issue on 3/14/24 that and I quote "Unfortunately, we cannot control the **** postal system"  You have contacted me countless times via email, phone, text even so much as about a piddly $8 amount. And yet it would appear your intent to charge me what appears to be over $6000 (an insane, predatory amount in my opinion) a year for doesn't merit a phone call or email. This could have been remedied immediately months ago with a simple call with your request. My insurance company always sends the dec pages out. Not I. Also your assertion that "as a courtesy you contacted my insurance company" is also blatantly false. You have your own portal and can see coverage at ANY TIME. All you had to do was request it from them and the error would been remedied. I had them contact YOU on my behalf because they can go back and apply the lien info and coverage if you could provide where you had requested it from them. My agent stated you could not provide that because they never received a request either. Your customer service ***** loan officers, branch manager have stated verbally and in writing i SHOULD and WOULD be fully credited after MULTIPLE submissions of what was needed on your end was but kept changing repeatedly. i fully expect this to occur
  
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 03/28/2025

  Dear Better Business Bureau,
  Thank you for providing us the opportunity to address ********* concerns in greater detail. At Infuze Credit Union, we are committed to ensuring a transparent and fair resolution for our members and appreciate the chance to provide additional clarification.
  Upon reviewing Mr. ****** concerns and account details, we would like to offer the following points of clarification:
  Insurance and Lien Requirements: While it is our standard procedure to require full coverage insurance on vehicles under lien, our records indicate that at the time of review, Mr. ****** policy only included liability coverage for the vehicle in question. This prompted the addition of insurance coverage to the loan to ensure compliance with lienholder requirements.
  Attempts to Contact: We regret that Mr. **** feels there was insufficient communication. Following his feedback, we have emailed him copies of the correspondence that was previously sent via mail, so he can review them at his convenience.  These copies have also been attached.  Additionally, we will revisit our communication protocols to identify improvements and ensure timely and effective notifications in the future.
  Corrective Actions and Next Steps: As part of our ongoing efforts to resolve this matter, one of our representatives has contacted Mr. **** directly to discuss the situation. We have informed him that the insurance add-on can still be returned upon receipt of the proper insurance documentation confirming full coverage with the lienholder information included. Once received, we will promptly process the necessary corrections.
  Internal Process Enhancements: We acknowledge the feedback provided and are committed to reviewing our processes, including how we verify and request insurance information, to ensure a smoother and more member-friendly experience moving forward.
  We remain dedicated to working with Mr. **** to address and resolve his concerns. If there are any further questions or required clarifications, we encourage Mr. **** to reach out to our dedicated support team at ************ or ************ for prompt assistance.
  Thank you for allowing us to provide this additional information and for supporting the resolution of this matter.
  Sincerely,
  ******** Silk
  Member Experience Director
  Infuze Credit Union

• Initial Complaint

  Date:02/14/2025

  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.

  Infuze bank is using my personal information on someone else's 50k loan. This major mistake also gave me access to this other person's personal info and mortgage account. I contacted them to make them aware of thier mistake and was treated like dirt, spoke over & down to while being forced to listen to her personal beliefs about how she gets other people's mail all the time. Which was not the issue. The issue is a 50k loan with my info attached to it without my permission and them breaching a members security by sending me their info. This is illegal activity on behalf of infuze bank. I did finally get a supervisor to be quite helpful and professional , but nothing has been done about this problem at this time. I'm not even a member of this bank, THANK GOD!

  Business Response

  Date: 02/24/2025

  At Infuze Credit Union, protecting our members information is our top priority. We are committed to maintaining the highest standards of security and privacy, ensuring that all personal and sensitive data is handled with the utmost care.  After investigating this complaint, we are not able to confirm misuse of Mr. ***** information and have spoken to Mr. ***** regarding his complaint.
  
  Thank you

  Business Response

  Date: 02/24/2025

  Infuze Credit Union has reached out to our processing servicer to ensure The ******** correct address is on file.

• Initial Complaint

  Date:02/06/2025

  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 get charged each month ***** for *** when I have money in the bank. I have ask the bank to cancel this transaction action many times but they refuse to do. Infuse credit union ******************, mo and pay 20 dollars a month just to have a account going on two years now

  Business Response

  Date: 02/10/2025

  We do not show that Mr. ***** has called into our contact center for assistance, however as a courtesy we have returned 5 fees to Mr. ***** and continue to reach out to him for clarification on his account transaction.
  

• Initial Complaint

  Date:01/02/2025

  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.

  The overdraft and ach fees are ridiculous and when you call for help you're greated by a rude women who talks to you like your stupid. I have paid almost ********************************* 2024 alone and I've been banking since 2007. My ssi checks are being taken before they hit my account because of fees. Just last month i spent over 300 on fees. and they won't help me get back on track.

  Business Response

  Date: 01/06/2025

  We have reviewed Ms. ******* account and have refunded all fees charged between 11/01/24-01/03/25 as a courtesy.

• Initial Complaint

  Date:09/24/2024

  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.

  My account has been charged excessively for courtesy fees even though my account is positive. *** had my account for almost a year and still get these random $20 fees! Ive called to complain and they are no help.

  Business Response

  Date: 09/25/2024

  We have spoken with Mr. ******* a few times recently and have refunded fees at his request.  I have credit his account $520 in fees that have been charged since his account was opened, as a member courtesy.  We would love for Mr. ******* to visit our branch so that we can assist him with ways to avoid fees moving forward.. 

• Initial Complaint

  Date:08/30/2024

  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.

  Ive been charge excessive fees, when my account is in the positive causing my account to go negative and getting even more fees. Ive tried reaching out to employees with no resolution.

  Business Response

  Date: 09/10/2024

  We have reviewed the account and have refunded $519 in fees that were charged in ********* as a member courtesy. 

• Initial Complaint

  Date:08/30/2024

  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.

  Within the last year I have been charged an extreme amount of "courtesy fees" when my account was still in the positive. They would charge me the fee for items that were still pending, then making my account go negative, and charging me more fees. I feel like I'm being scammed and preyed upon. There is no way this can be legal. I have texted, emailed and even called to get these issues resolved, no one can ever give me an explanation. I'm in an endless cycle of fees now.

  Business Response

  Date: 09/10/2024

  We have reviewed this account and have refunded $887.00 from fees charged in ********* as a member courtesy.  

• Initial Complaint

  Date:07/09/2024

  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.

  The bank gave me two vehicle loans. One was for a 2020 *** ****** and the other for a 2015 Silverado. The *** had gap insurance. Later it was involved in an accident and totaled. The gap didn't pay for everything, but the bank gave me another loan, and I got a 2022 ******* They refused to work with me on the remaining balance of the *** ******. I was expected to pay the full payment on top of my other three loans. They gave me no options to combine the loans or nothing. The truck ended up getting repoed. Now I'm expected to pay $2900 by this Friday and they refuse to help me split that up to where I pay up the ****** and the personal loan. I told them I could pay the repo fees the following week and they refused.

  Business Response

  Date: 07/16/2024

  Over the previous several months, we attempted to work with member on many occasions, she made several payment arrangements with us in which she did not follow through with. After several attempts to collect with no success, unfortunately the vehicle was sent for repo.  Member did have the opportunity to redeem which would require the loan to be ****** current and in good standing, which did not happen. 

• Initial Complaint

  Date:07/04/2024

  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.

  I have contacted Infuze about this merchant called Transak back in May about unauthorized charges being done. I was told I need to reach out to the merchant before they can dispute the charges. *** reached out to this merchant SO MANY TIMES!!! And i received NO RESPONSES as of July 4, 2024. Since April 30, 2024, there has been NUMEROUS TRANSACTIONS from the same merchant going through!! THEY HAVE TAKEN TWO OF MY ENTIRE PAYCHECKS!!! I have bills to pay, and im at risk of losing my car because i told them i would pay them on july 5th which is my pay day from Vanderbilt. but Every time I get paid I get Transak transactions going through almost equaling my ENTIRE paycheck! I have now switched my paycheck to my moms bank account so that I can at least get paid and not have to worry about losing my money since Infuze REFUSE to dispute the transactions! and because of that, i am thinking about going through arbitration because how is that fair to work hard for your money and get it taken away LITERALLY THE SAME DAY YOU GET PAID?!? I didnt even get a chance to enjoy my paycheck. ITS GONE by Transak before im even able to spend anything! I NEVER RECEIVED A FRAUD ALERT ON THESE TRANSACTIONS OR NOTHING! When your bank account is constantly getting hit $350, $350, $270, $100 by the SAME MERCHANT, you should be sending a fraud alert to alert somebody that something is happening on your account! I NEVER GOT THAT. They LET these transactions go through! MY CARD SHOULDVE BEEN BLOCKED UNTIL THEY HEARD FROM ME! I have lost a total of $2,335 from April 30, 2024 to July 3, 2024! THAT IS RIDICULOUS!!! I want my money back in FULL!! How would you feel if you woke up saw you got paid and then you go to work, check your account after work and all your money is gone?! How is one supposed to pay their bills?! I need my funds back in my account or this will be taken to arbitration. How does do you refuse to dispute a transaction and tell the customer to reach out to the merchant?!

  Business Response

  Date: 07/16/2024

  ******************** informed Infuze Credit Union of transactions in which she believed to be fraudulent.  During the investigation of transactions, it was determined that ******************** acknowledged a fraudulent transaction inquiry on said transaction in which she acknowledged as authorized by her.  Dispute paperwork has been completed and filed and Regulation E guidelines are being followed. 

  Customer Answer

  Date: 07/16/2024

  Complaint: 21943873
  
  I am rejecting this response because please inform me of when i acknowledged any transactions from this merchant. Also, per guidelines, I requested documents used in the process of my dispute and the documents used to come to the conclusion of my claim and have not been given those. Please send me the documents or you will be in default. 
  
  
  Sincerely,
  
  *****************************