Business Profile

Savings and Loan Associations

Third Federal Savings & Loan Assn.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Savings and Loan Associations.

Complaints

This profile includes complaints for Third Federal Savings & Loan Assn.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

36 total complaints in the last 3 years.
8 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:04/12/2025
Type:Service or Repair 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 have contacted third federal several times asking for a payoff quote first they said it was sent by secure email but it did not arrive. Then they said since that did not work it would have to be sent by fax. They keep saying they sent it but the fax never arrives. I am beginning to think they are making this difficult on purpose. The company i am refinancing with requires a payoff statement.

Customer service agent is Mary Beth ******
Business Response
Date: 04/21/2025
Good Morning Melissa,
Please see notes below- One of our Loan Service Managers reached out to Ms. ******* and the issue has been resolved.
Nicole **** (4/14/2025 10:50 AM): Called and spoke with ********. She was frustrated that she was having trouble first with the secure messaging and originally said that the fax request was also not received to the other lender. I asked to confirm the fax number and when ******** opened her email she confirmed the other lender did receive the fax after all. Offered her my direct phone number if she needs anything further.
Nicole **** (4/14/2025 10:50 AM): The other lender sent ******** an email confirming they did in fact receive the payoff fax.

Let me know if you have any questions and enjoy your day.

Customer Answer
Date: 04/21/2025
[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 provided by the business regarding complaint ID ********, and I find the resolution is satisfactory.

Regards,

******** *******
Initial Complaint
Date:06/28/2024
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.
Cease all communication. I have no business with Third Federal and am tired of the frequent postal spam.
Business Response
Date: 07/01/2024
Good Afternoon,

The customer has been removed from our solicitation lists. Please keep in mind it can take 4 to 6 weeks to be completely removed from our solicitation lists.

Regards,

Joi
Initial Complaint
Date:05/17/2024
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.
In early 2023, I communicated to Third Federal that I would be closing and paying off my Line of Credit ********** which I did on 7/17/2023. I was under the impression account had been closed until I learned on April 27, 2024 about $65 annual fee charged in March 2024.
I would like to please request to Third Federal the Annual 2024 $65 Fee is waived and to please close my Line of Credit Account **********, specially because I think that Fee is for period from Mar 2024-2025. If the Fee is for past year Mar 2023-2024 then the 1st year I did not get the Annual Fee waived as promised since the 1st annual fee was charged and paid on March 2023 and only opened the account on Mar 2022.
Talked to 3 Customer Reps on 4/26/24 and 5/10/24, getting different versions about if current Fee was for 2023 or 2024. Last conversation with a Supervisor said I did get 1st year Fee waived but did not want to explain if latest Fee was for 2023 or 2024 which I think is important for my claim.
Business Response
Date: 05/22/2024
Good Afternoon,
I
called and spoke with Mr. ***** regarding his BBB complaint. After researching
the matter, it appears that Citizens was supposed to send a letter to close out
Mr. ******* home equity line with Third Federal. I reviewed the customer's file
and there's a note from 7/17/2023 indicating the loan officer never responded
to emails sent to him regarding the close out of this home equity line of
credit. I submitted a request to waive the annual fee of $65.00 due to the lack
of a response from Citizens. Mr. ***** has provided me with a signed request to
close his equity line of credit with Third Federal. At this time,
we consider this issue to be resolved.

Regards,

Joi ******
Customer Care Service
Initial Complaint
Date:10/16/2023
Type:Delivery 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 my home with Third Federal on July 31st and they were running a promo of receiving a $100 Home Depot gift card once everything was finalized. I have reach out to mortgage representatives every several weeks and I am told this is a marketing issue and I should receive my gift card soon. I still have not received it and I am told there is nothing more she can do. I would just like my $100 Home Depot gift card since you have my business and mortgage loan and was done on my side.
Business Response
Date: 10/21/2023
This letter is in response to ****** *****’s complaint filed with the BBB on October 16, 2023 regarding receipt of $100
Home Depot gift card.
Mr. ***** was working with Michelle at our Columbus Regional Office. The first set of gift cards were mailed to the
current address on the loan application, **** **** ****** ****. Mr. ***** reached out and said he did not receive. A
$100 gift card was then sent certified mail to his other address ** ***** *****. A notice was left for Mr. ***** on
September 19, 2023 at the ***** ***** property. His gift card is at the Gahanna Post Office 246 Lincoln Cir Ste E
Columbus OH 43230 under the tracking number ********************.
Thank you for the opportunity to respond to this inquiry. If we can be of further assistance, please feel free to contact
me through Customer Care Service by calling 216-429-5000 or 1-800-844-7333.
Sincerely,
Matthew H***
Customer Care Service Manager
Initial Complaint
Date:07/06/2023
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 am missing a couple of automatic payroll deposits into the HELOC account I have with Third Federal. They keep telling me it was returned to the company I work for, but the company I work for says that they did not receive any returned funds. I keep getting a runaround from bank employees.
Business Response
Date: 07/20/2023
This letter is in response to ******* *****’s complaint filed with the BBB on July 6, 2023 regarding two separate
payroll direct deposits intended as payments for his home equity line of credit.
Third Federal received the monies on April 14, 2023 and May 31, 2023 that Mr. ***** is referencing and the funds
were rejected/returned to US Bank (his employer’s bank) on the same day. Third Federal is working with Mr. *****,
his employer (RSM) and US Bank to resolve this issue. Trace numbers of Third Federal’s return were provided to US
Bank to assist in locating the funds.
Thank you for the opportunity to respond to this inquiry. If we can be of further assistance, please feel free to contact
me through Customer Care Service by calling 216-429-5000 or 1-800-844-7333.
Sincerely,
Matthew H***
Customer Care Service Manager
Initial Complaint
Date:06/19/2023
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.
I was shocked to find out that my loan doesn't include Home Insurance which I had to pay out of my pocket. Then after just over a year my mortgage payment was increased by $1,834.98 - $1,641.14 = $193.84 Increase??????????????????????? I can't afford it.
Account History
Mortgage Loan
***** Selected account Mortgage Loan ***** Change the selected account
Balance$133,149.17
Date Description Amount Balance
05/01/2023 Loan Payment $1,641.14
Principal$1,136.84
Interest$269.72
Escrow$234.58 $134,288.27

Date Description Amount Balance
06/01/2023 Loan Payment $1,834.98
Principal$1,139.10
Interest$267.46
Escrow$428.42 $133,149.17

All this without prior notice. They just went into my bank account and took the increased mortgage doubling the Escrow from $234.58 to $428.42
With this increase of $193.84 x 12 = $2,336.08 annually. I just can't afford it.
With the current financial situation in the country and no salary increase. Where am I supposed to get all this extra money?
I am asking BBB to look into the situation and help me out.
It looks like they want me to surrender my property to them when they know I cannot afford it.
Account Details
TypeMortgage
Number**********
Interest rate2.390%
Term: 10yrs.
I thought I had a good rate at that time. But after finding out that I had to pay the Home Insurance out of my pocket and with this sudden increase. I would have been better off staying where I was before.
Again, I'm am asking BBB to help me out not to lose what I worked for so hard to achieve.
Thanking all in Advance.
Mr. ******* *****
*** * * ** ******* ** *****
*******.*****@ngc.com
Home Insurance @ Liberty Mutual
Policy Balance Frequency Payment method What you pay
*** * * ** ******* ** *****
***************** $592.00 Monthly Checking ***** edit
Autopay $74.00
on 06/15/2023
Pay
Please help me
Thanks Again,
******* *****
Business Response
Date: 06/26/2023
This letter is in response to ******* *****’s complaint filed with the BBB on June 20, 2023 regarding increase in his payment due to escrow.
Mr. *****’s homeowners insurance expired Feb 15, 2023. Third Federal attempted to contact Mr. ***** to provide updated homeowners insurance via letter on Feb 24, 2023, March 27, 2023 and April 11, 2023. Additionally, phone calls were made to Mr. ***** on April 4, 2023 and April 19, 2023. We received no response from Mr. ***** so Third Federal placed insurance on his property thus increasing his monthly payment.

I attempted to call Mr. ***** and both of his phone numbers have full voicemail boxes. Third Federal’s insurance can be removed with proof of updated insurance from Feb 15, 2023 going forward. Mr. ***** can upload his insurance at thirdfederal.providemyinsurance.com, email to [email protected] , via mail to PO Box 39068 Solon, OH, 44139, or via fax 877-795-3670.

Thank you for the opportunity to respond to this inquiry. If we can be of further assistance, please feel free to contact me through Customer Care Service by calling 216-429-5000 or 1-800-844-7333.

Sincerely,

Matthew H*** Customer Care Service Manager
Customer Answer
Date: 07/05/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

*******,
DECLARATION sent to Third Federal and haven’t heard back from them.
Thanks & Happy July 4^th
Mr. *****

From: *****, Jack [US] (ES)
Sent: Tuesday, June 27, 2023 9:40 AM
To: ************************ ************************
Cc: Jack ***** **********************
Subject: Disclosures My Peris Home Insurance

Policy
****************
*** * * ** ******* ** *****
Premium
$888.00
Period
02/15/2023 to 02/15/2024

ATTN: Mathew H***
Customer Care Service Manager

Regards,

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

Customer Answer
Date: 07/12/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

07/05/2023
THIRD FEDERAL SA DES:LOAN PMT ID:XXXXXXXXXX**** INDN:*****, *******...
View/Edit
Other Payment
-$1,834.98
Third Federal SA DES LOAN for the 2^nd month still withdrawing excess amount from my account for self-imposed Home Insurance even after receiving my Perris Home Insurance Declaration.

Regards,

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

Business Response
Date: 07/12/2023
This letter is in response to ******* *****’s complaint filed with the BBB on June 20, 2023 regarding increase in his payment due to escrow.

Mr. *****’s homeowners insurance showing coverage from Feb 15, 2023 to Feb 15, 2024 was received on July 6, 2023. There is a $1,060 credit to the escrow account on July 6, 2023. Additionally, Mr. ***** will be receiving a surplus check of $217.05. An analysis of the escrow account will be performed later this month and will change the August 1st payment to $1,641.17.

Thank you for the opportunity to respond to this inquiry. If we can be of further assistance, please feel free to contact me through Customer Care Service by calling 216-429-5000 or 1-800-844-7333.

Sincerely,

Matthew H*** Customer Care Service Manager
Initial Complaint
Date:04/20/2023
Type:Service or Repair 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.
Third Federal is putting obstacles in the way of making loan payments. While trying to pay off my HELOC loan I received an error saying that I was paying too much and had reached the monthly maximum for online payments. There is no information on their help pages referencing this, other than to call their office. I call into their office. and they tell me I can't pay my loan online or by phone, I have to mail in a check. They say it is to prevent fraud for some reason. So I mail in a check and they lose it and claim they can't find it. Now I'm in limbo with an uncashed check for a large amount of money. I call in and now they tell me they can't find it but I can make phone payments, just not online ones. They are purposefully making it difficult to pay off their loans to continue to collect money, that is dishonest and shady. I'd like my check check cashed and to be able to pay off my loan in a timely manner so i don't have to pay additional interest or deal with this shady business again.
Business Response
Date: 05/15/2023
This letter is in response to ****** ******’s complaint filed with the BBB on April 20, 2023 regarding paying down his
line of credit.

Mr. ****** is working with the Customer Service mgmt. team to navigate the business of paying down his home
equity line of credit as he sees fit through our online banking and telephone portals.
Thank you for the opportunity to respond to this inquiry. If we can be of further assistance, please feel free to contact
me through Customer Care Service by calling 216-429-5000 or 1-800-844-7333.

Sincerely,
Matthew H***
Customer Care Service Manager
Customer Answer
Date: 05/15/2023
[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 is satisfactory to me.

Regards,

****** ******
Initial Complaint
Date:04/19/2023
Type:Service or Repair 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 have applied for a HELOC with Third Federal and also currently have one with Third Federal (Current application is for replace existing HELOC, as they advertised a lower rate). However, they initially stated that my debt-to-income ratio was high and provided a lower counter offer. After providing my tax returns, they indicated that my rental income was not considered and was actually negative. I have asked to see their debt-to-income calculation sheet to ensure that all information is correct. I have calculated my own debt-to-income ratio, which is significantly lower. I would like Third Federal to share their calculation spreadsheet with me so that I can verify their calculations.

Our income has increased significantly since the last HELOC application, and I strongly believe that there is no issue with our debt-to-income ratio. I suspect that they are double counting rental expenses, monthly rental payments, depreciation, and other factors. I would like another underwriter to review our application and calculate the correct debt-to-income ratio. Additionally, I would like them to share their calculations with us so that we can verify their accuracy.
Business Response
Date: 04/28/2023
This letter is in response to ****** **********’s complaint filed with the BBB on April 19, 2023 regarding loan approval
for his home equity line of credit.
There was an error with Mr. **********’s calculation of debt to income ratio. This error has been corrected and Mr.
**********’s application was approved for the amount he applied for. Mr. ********** please accept our apologies and
we look forward to keeping you as a customer.

Thank you for the opportunity to respond to this inquiry. If we can be of further assistance, please feel free to contact
me through Customer Care Service by calling 216-429-5000 or 1-800-844-7333.
Sincerely,
Matthew H***
Customer Care Service Manager
Customer Answer
Date: 05/01/2023
[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 is satisfactory to me.

Regards,

****** **********
Initial Complaint
Date:04/17/2023
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.
On April 3,2023 my wife ****** and I signed the paperwork where Third Federal Savings and Loan Association of Cleveland agreed to lend us $50,000. The loan would be a 2nd mortgage on our home in Jacksonville, FL. On the Closing Disclosure statement the Disbursement Date is April 7,2023. All through the loan application process and final closing everything seemed normal. Until we find out that Third Federal Savings and Loan Association of Cleveland isn't going to keep their end of the bargain and pay us $50,000.
Today as I write this it’s April 17, 2023 and we’ve yet to receive the proceeds from the loan. By failing to disburse funds on April 7,2023 Third Federal Savings and Loan Association of Cleveland is in violation of their own agreement.
Business Response
Date: 04/25/2023
This letter is in response to ******* ********’s complaint filed with the BBB on April 17, 2023 regarding the receipt of
his funds on his second mortgage.

Mr. ******** was working with our North Palm Beach office manager, Theresa G***** and it was determined funds
were received on April 17, 2023, the day the complaint was filed.

Thank you for the opportunity to respond to this inquiry. If we can be of further assistance, please feel free to contact
me through Customer Care Service by calling 216-429-5000 or 1-800-844-7333.

Sincerely,
Matthew H***
Customer Care Service Manager

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Complaints

Find a Location

Third Federal Savings & Loan Assn.

Third Federal Savings & Loan Assn.

Third Federal Savings & Loan Assn.

Third Federal Savings & Loan Assn.

Third Federal Savings & Loan Assn.

Customer Complaints Summary

If you've experienced an issue

Sort by

Complaint status

Complaint type

Initial Complaint

Business Response

Customer Answer

Initial Complaint

Business Response

Initial Complaint

Business Response

Initial Complaint

Business Response

Initial Complaint

Business Response

Initial Complaint

Business Response

Customer Answer

Customer Answer

Business Response

Initial Complaint

Business Response

Customer Answer

Initial Complaint

Business Response

Customer Answer

Initial Complaint

Business Response

Third Federal Savings & Loan Assn. is NOT a BBB Accredited Business.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Third Federal Savings & Loan Assn. is NOT a BBB Accredited Business.