Business Profile
Bank
Police & Fire Federal Credit UnionThis business is NOT BBB Accredited.
Find BBB Accredited Businesses in Bank.
Complaints
Customer Complaints Summary
- 50 total complaints in the last 3 years.
- 15 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:06/24/2025
Type:Service or Repair IssuesStatus: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 a personal line of credit linked to my account and it is in good standing with an available credit of $194.52 and my paycheck goes in tomorrow. Today an automatic payment hit my account for less than the available credit on the loan and ***** forced an overdraft to occur so my account would incur overdraft fees even though I have a revolving credit loan and money was available. The whole reason I opened that loan was to prevent overdrafts and I received no letter of intent to take away my credit worthiness for that loan. That is unfair business practices and I have been a loyal customer for over 30 years. That is not how you treat your long-standing customers. I would appreciate the overdraft fees to be removed since I technically didnt overdraft since I have that protection.Business Response
Date: 06/25/2025
Due to the sensitive nature of the issue, PFFCU will be following up with the complainant directly to address their comments.Initial Complaint
Date:05/22/2025
Type:Product IssuesStatus: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 lead supervisor ****** ***** hung up on My Wife and I during a phone call. We personally have a lot of money in this Credit Union to deal with service like that. I want her supervisor to look into the complaint, because she needs to be retrained in customer service.Business Response
Date: 05/22/2025
Due to the sensitive nature of the issue, PFFCU will be following up with the complainant directly to address their comments.Customer Answer
Date: 06/03/2025
They never called
Or emailed me with my complaint
Business Response
Date: 06/04/2025
Our records indicate ***** reached out to the complainant on May 22, 2025. If the complainant would like to follow up regarding his concerns, he can contact our *********** at ************ and request to speak with a supervisor.Initial Complaint
Date:05/08/2025
Type:Billing IssuesStatus: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.
May 1, 2025, I logged into my joint account with my husband to make a routine payment and noticed that my long-standing $10,000 credit limit had been reduced to $5,000 without prior notice. This was surprising, as I had viewed my account just a week earlier and the original limit was still in place. When I called ***** for clarification, the first representative initially suggested the limit had changed a year ago due to underutilization, then later acknowledged that it was in fact recently changed and said she would check into reinstating it. Upon her return, I was told I would need to reapply for the increasean unnecessary burden considering the accounts history and the lack of communication beforehand. Nevertheless, I reapplied immediately, despite having just undergone a credit inquiry due to purchasing a vehicle after an accident.I called back the same day to follow up and was told that a letter had been mailed around April 20, 2025, advising of the decrease. To date, I have not received that letter.During my conversation with a supervisor, Ms. ******* I was told the decrease was due to a drop in my credit score. However, mid-conversation she corrected herself, stating I had been approved for the same $10,000 limit. I asked how that was possible if my credit score was the issue. Leaden then said the reduction was based on my husbands score. This explanation was not only contradictory, but also confusing given the account is joint and both credit profiles should be considered. To further add to my confusion, my husband received a credit increase letter on his personal account around the same time. This strongly contradicts the reason given for the joint account decrease and further undermines the credibility of the explanation provided.I respectfully request that This incident and its associated inquiry be removed from my credit report, as the situation was mishandled from the beginning and did not result from any fault or negligence on my part.Business Response
Date: 05/12/2025
Due to the sensitive nature of the issue, PFFCU will be following up with the complainant directly to address their concerns.Customer Answer
Date: 05/13/2025
Complaint: 23305380
I am rejecting this response because:
Please see the attached Authorize to Release Form for my complaint.
Regards,
******** *****Business Response
Date: 05/13/2025
***** has addressed the claim made by the complainant on May 12, 2025.Initial Complaint
Date:03/27/2025
Type:Billing IssuesStatus: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 with this credit union for 7 yrs never had any problems till now. I deposited ******* in my account and they accused me of a romance scam I heard that over the phone when I called them back. The check was a ***** Fargo check and I deposited into my account which I have deposited large not that large amount of money into my ********** the ********************************************* put a hold on my deposits my debit card and on my shared account with my brother which was very unfair.. My brother has nothing to do with my account we share the account to put money into for house ********* I went to **************** to find out about the check and I found the money came out of a brokerage account with them, and I also asked about looking at the copy of the check that I took if it was good and they did say it looked good. I have to pull the check out of my account or they would shut my entire account down so I had to pull the check out and penalize me, which I believe they did not check because I was told that ***** Fargo would not give them an answer which I believe to be false.. I was told by my fiance that the check was good .. If you need to find out then call **************** to see if it was there to verify. I always thought the bank protects there customers I get it but they penalized me instead of saying the check was not good so I could tell my fiance it was good, Im not happy with the credit union..I might seek legal counsel because I was accused of of a romance scammer and then stopped my deposit, debit card which is my lifeline not all my bills take checks. All I want is my account to be back to normal that is all I asked. Im sure our conversation was recorded as well.I have nothing to hide..Im being honest and they asked to many personal questions as well.Thank You ****** ********Business Response
Date: 03/28/2025
Due to the sensitive nature of the issue, PFFCU will be following up with the complainant directly to address their comments.Customer Answer
Date: 04/01/2025
Complaint: 23127005
I am rejecting this response because:
Please see signed authorization form.
Regards,
******* ********Business Response
Date: 04/01/2025
Police and Fire Federal Credit Union has reviewed the matter further and advised the member that it properly applied its policy to her account.Initial Complaint
Date:03/19/2025
Type:Billing IssuesStatus: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.
Recently a mobile investing app, accidentally had money transferred out of my account and into an old, closed out, account of mine at ************************************************************************************************* This was initiated on 3/7/25 and finalized on the 10th.This account has been closed and unused for atleast 3-4 years. First chance I got I called them directly on 3/19, once I realized the error. I called the bank and spoke with 3 different representatives, all of whom became more hostile and condescending towards me. Apparently they refuse to send the money back. Stating because of an old "settled" debt. One that was agreed upon by myself and the bank, was fulfilled by me to a tee according to terms they set forth. They now claim years later I still owe them, even though it was settled and paid. Even to the *** by me! All of which I can prove with paperwork and taxes. Attempting to explain my situation, they got loud with me on the phone, most times talking and yelling over me. I asked mutiple times and was refused to connect with a manager when asked.I asked for paperwork and they refused to send me copies of the agreement where these claims of theirs can be seen. I have documents/paper work showing everything was settled with them, and because of an honest to god mistake of a third party (the app) this bank has resorted to nothing short of THEFT. It is criminal, and I want a resolution. The sad thing is this isn't a ton of money, most would think its nothing, but to someone in my situation it is a lot, and the difference between making ends meet and falling behind. Shame on this bank for operating this way, and hiring people that are condescending and the definition of unprofessional. If I spoke to anyone in the manner that I received I would be fired from my job, not to mentioned ashamed. This bank is criminal, believe the reviews you see! Avoid at all costs, and do not do business with them.Business Response
Date: 03/27/2025
Due to the sensitive nature of the issue, PFFCU will be following up with the complainant directly to address their comments.Initial Complaint
Date:01/22/2025
Type:Product IssuesStatus: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 a long time customer at *****. The service at this ********************************************* has gone down over the past couple years. I've had multiple car loans through this Credit union and I currently have a mortgage with them. I came into a branch to cash a money order and I was told they do not cash money orders because of fraud. That makes no sense because debit cards and also checks are susceptible to fraud. Now I have no way to cash $32 with a bank/credit union I have been with for at least 20 years. Management should not be allowed to tell a customer they can't cash a form of money they have. Now I do not have any way to cash the money order. I have this is a bank. They should not be allowed to tell a customer they can't help them.Business Response
Date: 01/22/2025
Due to the sensitive nature of the issue, PFFCU will be following up with the complainant directly to address their comments.Customer Answer
Date: 01/23/2025
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: 22842426
I am rejecting this response because:
Regards,
******* ***Customer Answer
Date: 01/28/2025
The police and fire credit union could care less about my issue. They just keep telling me they don't cash money orders which this is my finance institution and they're not helping me.Initial Complaint
Date:01/17/2025
Type:Service or Repair IssuesStatus: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 1/17/25, a Police and Fire Federal Credit Union employee informed me via messaging that my account is permanently ineligible for courtesy over draft. I was told by a representative in February ************************************************************************************************************************ February 2024. Police and Fire Federal Credit Union are in violation of their own policies and procedures by permanently deeming me ineligible for courtesy over draft services, and I would like this matter to be thoroughly investigated. I believe that Biasiness is a the root of the unfair treatment I'm receiving from the Bank etc.Thank you, Mr. **** D. ****Business Response
Date: 01/24/2025
Due to the sensitive nature of the issue, PFFCU will be following up with the complainant directly to address their comments.Customer Answer
Date: 01/29/2025
Please see attached!
Thank you,
Mr. **** D. ****
Business Response
Date: 02/07/2025
Police and Fire Federal Credit Union has reviewed the matter further and determined that it properly applied its policy to his account.Initial Complaint
Date:10/31/2024
Type:Product IssuesStatus: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.
popeyes 10/28/24 ***** i did not order this. i believe someone may have had my card or card information. i would like to order a new card as well as get a refund for this transaction.Business Response
Date: 10/31/2024
Due to the sensitive nature of the issue, PFFCU will be following up with the complainant directly to address their comments.Customer Answer
Date: 10/31/2024
[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:10/23/2024
Type:Billing IssuesStatus: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 a mortgage payment due on the first of every month. I recently started consulting and my payments are deposit to another bank and have to clear before any funds are transferred to ***************************** fed credit. This causes my mortgage payment to be up to 25 days late. I have canceled auto payments to prevent over drafting my account. On October 22nd, ***************************** restricted access to my checking account and recorded an overdraft to my savings account, restricting access to all funds in all accounts. This is the second consecutive month that they have taken this action. On September 22nd they restricted all accounts and told me that until the mortgage payment is made, all access to any funds is DENIED!When I informed them that the payment was only 22 days late, they agent told me that is their policy and it prevents people from getting behind in their mortgage. I HAVE NEVER PAID MORE THAN 23 days late in the 11 years that I have had this account!I informed them that I have mortgages with three other banks and each lets me select a specific day to make my mortgage payments.The telephone agents at ***************************** fed credit told me that mortgage payments can only be scheduled on the 1st and the 5th of the month. Any additional payments would have to be made over the phone directly with a bank agent. (?)The intention of ***************************** seems to be tie-up all funds until the mortgage payment is made. I have funds direct deposited to my account scheduled frequently ***************************** are taking advantage. I assumed that bank funds could only be frozen by court order, though I may be mistaken. I have screenshots that I will be supplying showing overdrafts on checking and savings accounts, with no transactions to justify either.They are just making-up numbers to put the balances in the red, while leaving the existing funds untouched, yet inaccessible.Business Response
Date: 11/05/2024
Due to the sensitive nature of the issue, PFFCU will be following up with the complainant directly to address their comments.Initial Complaint
Date:09/20/2024
Type:Service or Repair IssuesStatus: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 banking with ***** for over 20 years. My debit card was subject to repeated fraudulent activity, at no fault of my own. As a result ***** advised that they were restricting my card and I could not use it electronically, online shopping, cash payment apps, etc. I was told that the restriction would be in place for a year. I contacted ***** when the year of restriction would be lifted. I contacted ***** via phone on 9/5/24 about having the restriction lifted. I was advised by the representative that someone from loss prevention would be contacting me within ***** hours to lift the restriction. I contacted ***** this week 9/16/24. The first representative saw my call and notes from 2 weeks ago. She advised that she was sending an escalated email and someone would be getting back to me within 24 hours. After not hearing from anyone, I called twice today (9/20/24). I was advised by the first respresentative that the supervisor was at lunch and would call me back after 3:30pm. When I did not receive a call back, I called again and was told that all supervisors left for the day and another email would be sent to the supervisors for their review. It is now Friday and I do not have access to the funds in my account electronically. I can withdrawal money from the *** but that is not helpful when making orders online or when an *** is not available. The customer service and lack of response is very unprofessional. When the card was restricted I was told it would be lifted after a year. This is inappropriate and must be resolved expeditiously.Business Response
Date: 09/24/2024
Due to the sensitive nature of the issue, PFFCU will be following up with the complainant directly to address their comments.
Police & Fire Federal Credit Union is NOT a BBB Accredited Business.
To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.
Why choose a BBB Accredited Business?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.