Complaints

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

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  Fort Liberty Federal Credit Union

  1638 Skibo Rd Fayetteville, NC 28303-3480

  
• 

  Fort Liberty Federal Credit Union

  6300 Ramsey St Fayetteville, NC 28311-9315

  
• 

  Fort Liberty Federal Credit Union

  PO Box 70240 Fort Bragg, NC 28307-0240

  
• 

  Fort Liberty Federal Credit Union

  4020 Bastogne Drive Fort Bragg, NC 28307

  
• 

  Fort Liberty Federal Credit Union

  4172 Hefner Dr Fort Bragg, NC 28310

  

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:04/08/2025

  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.

  At the end of September 2024 I purchased a new vehicle from a dealership in ********** **************. I ended up paying approximately half out-of-pocket the vehicle. I finance the remaining 1/2 with liberty Federal credit Union. My first payment was in October 2024 I received a letter in January of 2025 (see attached) from **** that said they had records indicating insurance documentation was on file for the vehicle, but theyre deductible limits should not exceed $1000 as requiredby Fort liberty. I reached out over the phone to try to understand where that was written down and how I wouldve known that. They said that was part of my loan application and it shouldve been explained to me by the *** dealer. I commented that I was unknown to this requirement and that I would reach out to my insurance and fix it, they said this happens frequently no issue just get it fixed. I contacted my insurance and told them to make the deductible $500, this was updated. in February the 2nd letter said the same thing, I commented this had been updated. In January they did include a charge to my loan of approximately $4400. I called the bank on why they had added the pay off amount increase. They couldnt explain they said I should reach out to the business that covers their insurance, but when I spoke to them, they said there was nothing they could do. I feel this is scamming the public of additional cost, even if they have insurance and can show proof. This coverage is for people who do not carry insurance on a vehicle, not someone who does not meet their deductible requirements. They did credit me back for a partial reduction after multiple calls and because I had full coverage. Again this seems like a way to make additional money off of people after offering a good loan rate. Also for me to change my deductible it cost me $40 dollars more a year; so how they get $4400 is way more than it should be. Please review on your thoughts.

  Business Response

  Date: 04/14/2025

  April 14, 2025

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

  
  Dear **** ******,

  
  Thank you for contacting Fort ***** Federal Credit Union regarding your insurance addon. We value your feedback and are grateful you took the time to contact us regarding your experience. 
  We are committed to providing excellent customer service and look forward to working with you on a resolution. We believe the issue resulted because your deductibles on your 2024 GMC ****** 1500 were listed at 1500 and FBFCU has a maximum deductible of 1000. We sent out three letters, one in December 2024, and one in January and February of 2025, advising you of the deductibles. The total amount added to your loan was $4498.00. Once you dropped the deductibles to $500.00 you were given a partial refund back to the principle on your loan in the amount of $2735.00, the difference of $1763.00 that remains on your loan was based on the time you did not have the required deductibles.
  

  Thank you for your understanding and continued loyalty to *************** Federal Credit Union. If we can be of further assistance, please do not hesitate to contact us at ************.  Ext 8303.
  

  Sincerely,

  ******* Dean **********
  VP of ************************************** and Collections 

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23173589
  
  I am rejecting this response because:

  I received no letter in December and took action in January once I received my notification.  Please provide copy of signed notification from my loan that shows this requirement of the $500 deductible.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:03/25/2025

  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.

  They cannot find out why none of my cards are working to make payments and are not trying to help me fix the problem. They just told me to call all my banks and speak with them. I have and they said it is an error on Fort liberty federal credit unions end.

  Business Response

  Date: 04/24/2025

  April 24, 2025
  

  ****** *****
  *************************************************
  
  Dear *** *****,
  

  Thank you for contacting Fort ***** FCU regarding your account. We value your feedback and are grateful you took the time to contact us regarding your experience.

  We are dedicated to providing excellent service to our members and look forward to working with you to resolve any issues. After reviewing her account, we found no problems. However,please note that if a card transaction is declined three times within 30 days,the account will be blocked. I attempted to contact *** ***** but did not receive a response, so I left a voicemail. Her account shows that she has made two successful loan payments this month.

  We appreciate your business and apologize for any inconvenience this may have caused. Thank you for your understanding and continued loyalty to Fort ***** ***. If we can be of further assistance,please do not hesitate to contact us at **********************.
  
  Sincerely,
  

  ***** ******

  SVP Member Services

• Initial Complaint

  Date:02/24/2025

  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 have been trying to close my checking account for well over a month and because I no longer live in the immediate area, Im doing it via email which I was told I could do. The main woman Ive been in contact with is extremely disorganized, telling me she needs something else when its already been sent. Ive received differing info to change my address online in order to close it, then, someone else told me its no longer an option to do online and a hand written letter with the old address and new address was sufficient. They have had all the required paperwork for about 3 weeks now and the account is still not closed. My file was apparently transferred to a branch manager whom never followed up with me. I called over a week ago a left a message with a branch manager and have yet to have my call returned. I followed up via email with the initial gal I was in touch with over a week ago and she also has not responded. This has been absolutely ridiculous and frustrating. I also requested info to make a complaint outside of the branch staff and that email was ignored. I just want my account closed and I dont feel like I should have to take half a day off work to make it happen.

  Business Response

  Date: 03/25/2025

  Dear Mrs. ****************** you for contacting Fort Liberty FCU regarding your account. We value your feedback and are grateful you took the time to contact us regarding your experience. 
  Due to an increase in fraud, we have implemented additional measures to verify our members before closing our accounts. According to our records your account was closed on February 25, 2025.We appreciate your business and apologize for any inconvenience this may have caused.
  

  Sincerely,
  ***** ******

• Initial Complaint

  Date:11/20/2024

  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.

  Bank is refusing to give back the $203 that they wrongfully took from my account based on a mistake that consumers credit union had made.Fort Liberty Credit Union said that they would refund me once the issue was resolved. They are now refusing to reimburse me.Establishment needs to be investigated for stealing money from not just me but other members with their shady business practices utilizing "overdraft fees"

  Business Response

  Date: 12/31/2024

  Dear Mr.******

  Reference 22581466

  On November 15, 2024, Consumer COOP EXT Trans debited Mr. ******** checking account twice in one day, each for $660.67, amount totaling $1,321.34. Consequently,Mr. ******** checking account balance became negative, -$150.77. This double transaction resulted in additional fees of seven (7) $29 fees totaling $203.00 due to other bill payments and debit card charges incurred as a direct result.

  Upon Mr.******** ******** we explained that the double debit was executed by Consumer COOP EXT Trans and confirmed that this was not an error on our part. We recommended he contact Consumer **** EXT Trans directly for resolution.

  On November 19, 2024, Consumer COOP EXT Trans took action by depositing $660.67 back into Mr. ******** account.

  Recognizing the impact of this situation on Mr. ******* and despite the fact that it was not an error attributed to FLFCU, we chose to proactively credit him for the $29 in fees incurred.
  If you have any further questions, please feel free to contact me at ************.
  
  Thank you
  
  ***** ******

  Customer Answer

  Date: 01/02/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:04/17/2024

  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.

  My husband, a Vietnam Vet, had an account here since the 1980's. He passed away this past January (2024). I reached out via telephone to Ft Liberty to close the account and transfer the monies out, spoke to cust service, who informed me I needed to email the death certificate, my identification, and a letter from Probate Court stating I am the Administer of the Estate. I emailed what I had, thinking my husband's Will would suffice, as it perfectly stated I was the Administer of the estate, and I did not have to probate the will. I waited a week to hear back, nothing, so I telephoned back. ***************** at first, stated never received the email, so I resent the same email while we were on the phone. She was rude to me and told me that's NOT what she told me she needed, and I need to get a Probate lawyer for the (1) piece of paper SHE needed, and informed me that even if I get that notice, My husband's account would need to stay open for (1) year, I would need to open another account, and PROVE to Ft Liberty I was using the money for bills for my husband. I met with my attorney, who ALSO called Ft Liberty, speaking with same person. She was just as nasty with my attorney, stated they did not have a legal department, would not give him any information, but would pass HIS information to SR ** T****ie, and she would be in touch with him within 48 business hours. As of this writing, that was 3 WEEKS ago. My attorney has left multiple messages to cust service, no avail. There is no contact information other than the (1) phone number. I simply want to close out my husband's account, transfer his money out, and never be in contact with Ft Liberty (***************) again. It is a sad state of America when widows of Veterans are treated with such disrespect, no compassion, and total disregard from a Federal Credit Union serving military families! Ft Liberty needs to make this right, and issue the monies in the account to me, his widow, close the account and part ways.

  Business Response

  Date: 04/30/2024

  Dear *****************,
  
  We want to thank you for contacting us at Fort Liberty Federal Credit Union regarding your account. We know that you are concerned about the closure of your husband's account, and we want you to know that we are fully dedicated to resolving this issue. To close your husband's account, we need the Death Certificate and Letter of Administration. Once we have it, we will take immediate action to close the account and provide you with any assistance you may require. 

  We understand that this process may have caused you some inconvenience, and we apologize for that. However, we would like to assure you that your satisfaction is our top priority. We appreciate your patience and understanding in this matter and would like to remind you that we are always here to help. If you have any further questions or concerns, please do not hesitate to contact me.

  Thanks

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

  SVP Member Services

  Fort Liberty FCU

  Customer Answer

  Date: 05/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:04/02/2024

  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.

  Date of dispute January 19th and current. ************************* ext 8316 continues to avoids my phone calls and questions. March 14 Spoke with ********************************* ext 7556 was told after she spoke with ************************* that they were trying to figure how to credit me the funds that was removed from my account. Week of March 25 I spoke to *************************, I explained to her that I needed my money and her response to me was I understand its only been a couple of weeks, I said no maam its been 3 months. She rushes me off the phone.

  Business Response

  Date: 04/30/2024

  Dear recipient,
  
  We are pleased to inform you that Fort Liberty FCU has successfully concluded its investigation and has reached out to ************** regarding this matter. We would like to assure you that this case has been thoroughly examined and has been resolved in a satisfactory manner. We appreciate your patience and understanding throughout this process.
  
  Thank you for your trust in Fort Liberty FCU. We remain committed to providing exceptional service and support to all our valued members.
  
  Sincerely,

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

  SVP Member Services

• Initial Complaint

  Date:02/27/2024

  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.

  This Credit Union is my lender for my Auto loan. I have to every 4-5 months prove that I have insurance on my vehicle because of a glitch in the 3rd party companies system that they use to verify insurance to date they have charged me ***** dollars in insurance and currently they owe me 4500 dollars that they are making me jump through hoops to get. I traded my vehicle in on 19 Feb 24 and bought a new vehicle which I financed with a different company because of this. On 20 Feb they added a 4500 dollar insurance policy to my account. This is fraud and not my responsibility to prove every month. You can't just charge people without calling people to verify the legitimacy. I've requested to speak with upper management and have been refused on numerous occasions.

  Business Response

  Date: 02/27/2024

  Thank you so much for bringing this situation to our attention. At Fort Liberty Federal Credit Union, we do have a collateral protection insurance process. I appreciate your feedback as to how this impacted you directly. For the privacy of our members we will not disclose account related information. It was a pleasure to speak with you today to put a resolution in place. If you need any additional assistance, please do not hesitate to reach out to me directly. 

• Initial Complaint

  Date:01/15/2024

  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.

  My vehicle was placed into repossession and I was forced to pay an absurd fee of over a quarter of my loan amount thats remaining just to get my property back. Now I am being harassed with text messages from random numbers and my loan payments are up to current.

  Business Response

  Date: 01/22/2024

  Thank you for the feedback provided. Fort Liberty Federal Credit Union does not communicate with our members via text message regarding account specific matters. Please feel free to contact me directly with any questions or concerns. I will be more than happy to work directly with you toward a resolution.

• Initial Complaint

  Date:09/29/2023

  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 been trying to apply for ******** for my mother since the 13th of September and have been talking to a VP and I have been told that they are working on it everyday. I have a deadline of yesterday to get everything turned in for my mother. Today I finally got them to transfer the money out of my mothers account. My mother is in a nursing home and ******** pending. Since she is ******** pending I have to either get everything submitted or pay out of pocket. It is $11000 a month for her to be at the nursing home. I am very frustrated with this entire process.

  Business Response

  Date: 10/17/2023

  October 17, 2023
  

  ***************************
  5644 **********
  ******************, **, 32925-2917
  
  Dear **************, 

  Thank you for contacting Fort Liberty FCU regarding your mothers account. We value your feedback and are grateful you took the time to contact us regarding your experience. On September 29, 2023, your request was processed and completed. We appreciate your business and apologize for any inconvenience this may have caused.    
  

  Sincerely,
  
  ***********************
  VP Sales and Services
  *********************

• Initial Complaint

  Date:09/28/2023

  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 had constant issues with thus bank since I opened my account the first few months were fine and then almost over night things began spiraling down. I started getting constant over draft fees and when I finally started taking screen shots of my bank statement I started finding discrepancies in my account. It turns out the app will show you all of your purchases but not all of them are taken out of your funds available estimate so you think you have 250 but you actually only have 200 or 190 and then when evey thing process you end up negative. So I called and asked about this and I was told thats why you need to mange your finances and that just because it's shown in pending doesn't mean it's subtracted from funds available as shown above or with the others that already had been subtracted even though still pending. At this point in time I now have to screen shot my statement and add and subtract everything on my own to get my true funds available that worked for the most part but I don't always have time to do it and sure enough I will get hit again but not only that, I am putting so much effort into just knowing my balance I begin to forget stuff and now I am constantly caught off guard by auto payments which is where most of my Over drafts come from these days. Which leads us too what happened today, yesterday I checked my account around lunch realized my streaming accounts hadn't taken out yet so I sent a friend $7. About 3:50pm EST I looked at my phone saw my streaming accounts took there funds and left over drafted 2x. I shrugged if off knowing I gambled and I lost. Later that evening I realized I was given another over draft fee I checked my account saw nothing else came out so I decided to call in the morning knowing bank was already closed. I checked my account this morning seeing the fee was still there I called to get a refunded just to have someone yell at me I am wrong and need to mange my finances better even though my bank statement shows other

  Business Response

  Date: 10/25/2023

   

  *************************
  *********************************************************************
  
  Dear ****************,

  Thank you for contacting Fort Liberty FCU regarding your account. We value your feedback and are grateful you took the time to contact us regarding your experience. 
  We are committed to providing excellent member service and look forward to working with you on a resolution. We believe the issue resulted from you using your debit card as credit transactions for your purchases.
  -Debit transactions using your PIN are completed online in real time, while credit transactions using your signature are completed offline.
  -Debit cards are linked to a bank account and draw directly from those funds, while credit cards do not draw any money immediately and are processed through a credit processing network.
  
  Going forward, we suggest that you use your debit card transactions as Pin-based therefore transactions are posted to your account online in real time, and you will be able to view your accurate balance when using your mobile app. As a courtesy, we have provided credit to the members account regarding overdraft fees. We appreciate your business and apologize for any inconvenience this may have caused.     
  Thank you for your understanding and continued loyalty to Fort Liberty FCU. If we can be of further assistance, please do not hesitate to contact us at *********************.
  
  Sincerely,

  
  ***********************
  VP Sales and Service