Complaints

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

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• 

  Nusenda Credit Union

  PO Box 8530 Albuquerque, NM 87198-8530

• 

  Nusenda Credit Union

  10090 Coors Blvd NW Albuquerque, NM 87114-3300

• 

  Nusenda Credit Union

  3205 Coors Blvd NW Albuquerque, NM 87120-1227

• 

  Nusenda Credit Union

  7517 Montgomery Blvd NE Albuquerque, NM 87109-1599

• 

  Nusenda Credit Union

  120 98th St NW Ste C2 Albuquerque, NM 87121-9021

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:07/02/2025

  Type:Billing 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 July 2, 2025, I was notified that a 30 day late payment was reported to the credit bureau. I contacted the bank and was told that I had made the May 19, 2025, payment on June 6, 2025, in the amount of $109.xx. That is the total amount that showed as owned on the loan online. A few days later I noticed that there was a $10.xx amount due. Which I assumed was the June 19, 2025, payment. I paid $0.87, and then on June 28, 2025, I paid the remaining $9.xx.
  The representative told me that it was because a late fee was assessed and that was paid after the 30 days. How is a late fee assessed and applied retroactively. It always become part of the balance due on the next payment due date. When I tried to explain that to the representative he said that to be honest "when [I] made the payment of $109.xx on June 6, 2025, that left $1.08 as accrued interest, and that I could not see that online so I wouldn't have known. and when [I] paid the $0.87 that left some of the interest past due anyway."
  
  So my credit is being damaged by Nusenda Credit Union because they have somehow retroactively applied a late payment to be due on the previous months due date rather than the next months due date as it has increased the balance due for next month. And my credit is being damaged because there was interest that had accrued that I could not see on their system and so I had no way of knowing that it was due.
  
  I want the 30 day late payment removed from my credit report and the credit report to show as up to date, in good standing, and now paid off.

  Business Response

  Date: 07/03/2025

  Your comments concerning the service you received are very important to us. We value our members and are committed to providing a superior member service experience. A member of our management team will immediately reach out to you to review the specifics of what you shared. We are committed to addressing your concerns and appreciate your business.

  Customer Answer

  Date: 07/10/2025

  Complaint: ********
  
  
  
  I am rejecting this response because Nusenda said that they would have a member of management immediately reach out to me. That was on July 7, 2025 at approximately 1:45 p.m. It is almost 72 hours later and I have not been contacted by a member of the management team.

  
  
  Regards,
  
  
  
  ****** *******
  

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business Response

  Date: 07/18/2025

  Thank you for your feedback. We have spoken since your response was received in regard to this complaint.  We appreciate your membership and are committed to addressing your concerns.  
  

  Customer Answer

  Date: 07/29/2025

  [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 is satisfactory to me.
  
  
  
  Regards,
  
  
  
  ****** *******

• Initial Complaint

  Date:06/24/2025

  Type:Billing 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 reached out to nusenda on several occasions about their on-line portal and the issues I was having. I set up auto pay on multiple occasions and payments were not charged. I had to call on several occasions and make a direct payment over the phone due to this, with processing fees attached. Unfortunately they went on to report to the credit bureau a missed payment. I have had a 840 credit score and this negligent report essentially ruined my steller credit. I aslo spoke to a representative who said I was the only consumer who had this issue so nothing could be done. She insinuated I wasn't using the online app correctly. I explained to her I have mortgage, business accounts etc. All set up on auto pay and Im pretty proficient when it comes to online payments. I asked them to retract the missed payment , even after they agreed I called several times about the issue and they would not. I just want them to rectify the situation and retact the missed payment. I have never been late on any payments in the history of my credit usage. Please help I feel like a smalle consumer taking on a multi billion dollar corporation with a no chalant attitude about the whole mess they created.

  Business Response

  Date: 06/25/2025

  Your comments concerning the service you received are very important to us. We value our members and are committed to providing a superior member service experience. A member of our management team will immediately reach out to you to review the specifics of what you shared. We are committed to addressing your concerns and appreciate your business.

  Customer Answer

  Date: 06/25/2025

  [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 is satisfactory to me.
  
  
  
  Regards,
  
  
  
  ***** ******

• Initial Complaint

  Date:04/29/2025

  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.

  Nusenda Credit Union has refused to stop sending me bills for a previous tenant. I have received mailed notices, over 100 total, in the last 16 months. I've called three times and they just said they legally cannot stop these notices. I believe they are in violation of numerous laws here. Mail fraud? Consumer credit laws? Sending me personal data of a complete stranger, including their bank account number and full legal name. Please make them stop sending me these notices.
  
  Thank you!

  Business Response

  Date: 05/04/2025

  Your comments
  concerning the service you received are very important to us. We value our
  members and are committed to providing a superior member service
  experience.  A member of our management
  team will immediately reach out to you to review the specifics of what you
  shared.  We are committed to addressing
  your concerns and appreciate your business.
  

  Customer Answer

  Date: 05/05/2025

  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  No action has been taken.
  
  
  Regards,
  
  
  
  ********* ****
  

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  Date:03/25/2025

  Type:Billing 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 purchased a vehicle roughly around June of 2023 and Nusenda Credit Union was the bank who housed the loan. I was in the midst of a a career renovation, due to losing my job and being unemployed for 11 months. From the beginning of this loan things were made difficult, specifically regarding payments. AS FAR AS I KNEW, the payments towards my vehicle were being made monthly and right on schedule.
  
  Fast forward to December of 2024... I moved back to the Austin TX Metro area for work and was involved in a total loss collision with my vehicle. I had full insurance, with "gap coverage" included, in order to protect against any issues such as these. The insurance process took 3 MONTHS to fully send payouts to Nusenda, and in the process of this, Nusenda sent me to the collections department for ONE missed payment that dated back to the origin of the loan. I have been paying my monthly payment of $252.67, without fail since buying the vehicle and this was the first time hearing about this missed payment.
  
  I recently received a letter from Nusenda stating, "Your purchase agreement reflects that service contract(s) were purchased. Because of this, you may be entitled to a prorated refund. We kindly request that you work with your dealership to cancel the contract as of your Date of Loss 12/04/2024." I attempted reaching out to the dealership where I purchased the vehicle, to find they've since closed the business. The service contract I had with them was for a total of $3,000, and after the insurance claim, Nusenda says that I now owe them a total of $858.18 by May 2025 (which would mean I am owed $2,141.82).
  
  I'm beyond upset about the treatment from this banking institution and would really appreciate some assistance in order to rectify this issue.
  
  Thank you very much.

  Business Response

  Date: 03/26/2025

  Your comments
  concerning the service you received are very important to us. We value our
  members and are committed to providing a superior member service
  experience.  A member of our management
  team will immediately reach out to you to review the specifics of what you
  shared.  We are committed to addressing
  your concerns and appreciate your business.

  Customer Answer

  Date: 03/26/2025

  [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 is satisfactory to me. Look forward to speaking with you.
  
  
  
  Regards,
  
  
  
  ******* ********

• Initial Complaint

  Date:02/07/2025

  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'm not liable for this debt with with nusenda credit Union I do not have a contract with RA ****** Inc they did not provide me with the original contract as I requested

  Business Response

  Date: 02/19/2025

  Your comments
  concerning the service you received are very important to us. We value our
  members and are committed to providing a superior member service
  experience.  A member of our management
  team will immediately reach out to you to review the specifics of what you
  shared.  We are committed to addressing
  your concerns and appreciate your business.

• Initial Complaint

  Date:01/26/2025

  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.

  In December 2024 my business partner and I began shopping around for credit unions to open our business account for our rental business as we had just been approved to conduct our rental business, no licenses are required for our line of work, it is simple home rentals.
  
  All filings regarding our partnership with the state and federal government were properly filed, reported, and approved by the federal government and the state of New Mexico.
  
  Over 3 weeks we were led on by various staff members of Nusenda, who proceeded to send us on a wild goose chase and wasted hours of our time. Finally, we sat down with a Nusenda rep (Suzanne) today 01/25/2025 and she shuffled aimlessly through our paperwork for half an hour, only to come back and make up some completely false process that was not only not standard practice but well outside of any acceptable business practice. We were highly discriminated against and they could not specify exactly what they needed, because we had everything we needed, there is not anything else we could have possibly provided, it simply does not exist.
  
  They refused to help us with or even acknowledge the process, not to mention the rep was very rude and did not even ask us what our business was and cared very little about the importance of why we were there.
  
  This is not a bank, this is a bunch of scam artists who pretend to be friendly at best.

  Business Response

  Date: 01/27/2025

  Your comments
  concerning the service you received are very important to us. We value our
  members and are committed to providing a superior member service
  experience.  A member of our management
  team will immediately reach out to you to review the specifics of what you
  shared.  We are committed to addressing
  your concerns and appreciate your business.

  Customer Answer

  Date: 01/28/2025

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Nusenda's response was further non sense and proof that they are not interested in helping me. They have chastised and tormented me enough on this. They are trying to make it seem like I did not have all my documents proper. However, I have been working on this with our attorneys for 3 months on this. I was able to go **** *** ****** *** **** **** ******* ****** ***** out of the blue and they were able to open me an account within minutes. I had been working with Nusenda on this for over a month. 

  So ridiculous, I wish I could have recorded how insulting the rep was and the follow up email was just useless and tried to point blame at me instead of even pretending to care.

  
  Regards,
  
  
  
  ****** *******
  

   

  
  

  
  

• Initial Complaint

  Date:12/10/2024

  Type:Order 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 am writing to follow up on my auto loan application and express my concern about the potential impact on my credit score.
  
  I applied for an auto loan on November 30, 2024, and subsequently purchased a vehicle through Carvana. Unfortunately, the vehicle did not have the features advertised, and I returned it within the 7-day return window.
  
  I contacted Nusenda to inform them of the return and inquire about canceling the loan check to expedite the process, as I intend to purchase another vehicle soon. However, I received conflicting information from different representatives regarding closing the loan before opening a new loan and the potential impact on my credit score. ******* a supervisor at Nusenda assured me that Nusenda uses the credit report ran for 60 days but was not able to provide documentation, another loan office said it’s 30 days.
  
  I am concerned that multiple credit inquiries within a short period could negatively affect my credit score. Therefore, I kindly request clarification on the following:
  
  * what will be the process of getting a new auto loan since the last loan the vehicle was returned?
  * If Nusenda used the last credit report, how long is it valid?
  * Can you provide any documentation or assurance that my credit score will not be adversely affected?
  
  I would appreciate it if you could provide me with clear and consistent information on this matter.

  Business Response

  Date: 12/26/2024

  Your comments
  concerning the service you received are very important to us. We value our
  members and are committed to providing a superior member service
  experience.  A member of our management
  team will immediately reach out to you to review the specifics of what you
  shared.  We are committed to addressing
  your concerns and appreciate your business.

  Customer Answer

  Date: 12/29/2024

  [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 is satisfactory to me.
  
  
  
  Regards,
  
  
  
  ******** ******

• Initial Complaint

  Date:06/26/2024

  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.

  A car rental places took out 956 dollars out of my account on may 15,2024 when i rental the car on April 17,2024 for 500 deposit and 109 for the day. When i stopped at home when i went to leave the car didnt work so i called the car place they gave me back my money and they came to pick up the car then two month later they took956 out when i didnt even have that much in my account and the bank still let them take it. Now we have been trying to get hold of the car rental place and we cant get anyone to talk to . Iv tried the bank has tried and the bank bank wont take it off or give me the money that was put in there for my mom funeral. They want me to take legal action. My mom pass march 26 2024 i had to beg the irs to hurry with my return because they were going to turn my mom ashes to the state. and the bank does not want to help me. knowing we both cant get hold of them. I dont think that is right. know this is a emergency. Some of the staff has help me but some seem to not know how serious this is , This is my mom body.

  Business Response

  Date: 07/01/2024

  Your comments
  concerning the service you received are very important to us. We value our
  members and are committed to providing a superior member service
  experience.  A member of our management
  team will immediately reach out to you to review the specifics of what you
  shared.  We are committed to addressing
  your concerns and appreciate your business.

• Initial Complaint

  Date:04/25/2024

  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.

  Nusenda lost my POA for my mother. They had it and even authorized my signatures over the last year for checks, etc. I have tried to fax them and their fax machine has been busy.

  Business Response

  Date: 04/29/2024

  Your comments
  concerning the service you received are very important to us. We value our
  members and are committed to providing a superior member service
  experience.  A member of our management
  team will immediately reach out to you to review the specifics of what you
  shared.  We are committed to addressing
  your concerns and appreciate your business.

• Initial Complaint

  Date:03/27/2024

  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.

  I paid my Escrow Shortage on 02/06/24 understanding that my new monthly payment would still increase from 2023. I was sent a payment coupon from Nusenda Credit Union (NCU) in Feb indicating my monthly payment for March. I paid my mortgaged on 03/01/24 in the amount of the payment coupon. I then received a letter, dated 03/06/24 from NCU indicating my payment was short so NCU "took funds from my escrow to make the full payment." This was unauthorized by me and they are now demanding I pay this money back into my Escrow.

  Business Response

  Date: 04/02/2024

  Your comments
  concerning the service you received are very important to us. We value our
  members and are committed to providing a superior member service
  experience.  A member of our management
  team will immediately reach out to you to review the specifics of what you
  shared.  We are committed to addressing
  your concerns and appreciate your business.

  Customer Answer

  Date: 04/05/2024

  Complaint: ********
  
  
  
  I am rejecting this response because:

  I received a phone call from a spokesperson for Nusenda. She indicated Nusenda is researching the complaint. She requested 5-7 business days. She also indicated she would follow up with an email. I never received an email and haven’t been updated as of date. 
  
  
  
  
  
  
  
  Regards,
  
  
  
  Shanna Lapsley
  

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business Response

  Date: 04/17/2024

  Thank you for your concerns.  Our staff has reached out to you via email, and due to the complexity of the situation, we have requested a call back.  Per your wishes, we will be sending the resolution in writing.