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Business Profile

Credit Union

Chartway Federal Credit Union
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Chartway Federal Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see

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Chartway Federal Credit Union has 17 locations, listed below.

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    Customer Complaints Summary

    • 25 total complaints in the last 3 years.
    • 13 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/04/2024

      Type:Billing Issues
      Status:
      Answered
      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 not liable for this debt with CHARTWAYCU. I have no agreement with CHARTWAYCU, and they have not provided the original contract I requested.

      Business Response

      Date: 11/08/2024

      Hi Ms. B******, Thank you for reaching out and bringing your concerns to our attention. We've attempted to contact you to discuss the situation further and address your concerns directly. Additionally, we have mailed you a letter requesting further information. We're committed to resolving this matter and ensuring your satisfaction with our services. Please send us an email at [email protected] so that we can continue this conversation and work towards a resolution together. We thank you for your patience and understanding.

    • Initial Complaint

      Date:01/11/2024

      Type:Billing Issues
      Status:
      Resolved
      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 opened an account under a promotion for $*** bonus when you open account and complete requirements within month of opening. I opened the account on * *** ****. I completed requirements during the October statement period (ending 31 Oct). Per Chartway’s T&C, payout of bonus would occur the month after completing requirements (would have been Nov 2023).

      On Dec 1, I called customer service, they confirmed I had satisfied requirements for the bonus and that bonuses from Oct would be paid out in Dec. December passed, still haven’t received bonus. I reached out to Customer service on Jan 1st 2024. On 2 Jan they once again confirmed I had achieved the requirements, and stated it would be resolved in 1-2 business days. I followed up on 4 Jan. On 5 Jan, Chartway says it’s still awaiting resolution. I followed up again on 9 Jan, and haven’t received a response.

      Customer Answer

      Date: 01/14/2024

      Chartway has awarded the $*** bonus. This complaint can be closed. Thank you BBB for stepping in.

      Business Response

      Date: 01/16/2024

      Customer informed BBB that Chartway has awarded them the $*** bonus. Complaint has been resolved.

    • Initial Complaint

      Date:11/18/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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 did not receive opening bonus but met the following requirements:
      "To qualify for **** *onus, open a **** **** ******** ** ******** ******** account using promo code ************, and make ten (10) Visa debit purchases of *** or more within 60 days of account opening."

      Business Response

      Date: 11/29/2022

      Thank you ***** *******a for reaching out to provide feedback regarding your recent experience. I apologize for any frustration you experienced and are happy we were able to assist you and resolve your outstanding concerns. We look forward to continuing to serve you and thank you for your membership!

      Customer Answer

      Date: 11/30/2022

      (The consumer indicated he/she ACCEPTED the response from the business.)

    • Initial Complaint

      Date:08/21/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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 wife and I were directed to use Chartway Credit Union for the purchase of our new ***** ******* We were approved for the loan by Chartway and completed the paperwork at the dealership on Saturday, 8/13/22. Later that week we were notified by the dealer that Chartway pulled its own credit bureau report and that their report showed my wife's credit score was ** points less than what showed when the dealer had pulled our credit. Chartway told the dealer that the paperwork had to be redrawn and our rate would increase by **** from what we were originally approved at.

      The dealer's Finance Department went to work. They could not get Chartway to agree to the deal we signed on Saturday, even after escalating to Chartway management. The dealer then had to shop other financial institutions to attempt to get the deal we had agreed to, which resulted in multiple credit inquiries. In the end, ***** Financial Services and the dealership were able to make the deal honoring our original rate and terms.

      We had to go back to the dealer on Saturday, 8/20/22 to sign new paperwork. We are upset because we Chartway would not honor the deal they offered and we accepted. We received multiple additional credit inquiries because of Chartway's inflexibility and had to take time out of our Saturday to sign new paperwork.

      Business Response

      Date: 09/15/2022

      Business Response /* (1000, 5, 2022/09/09) */
      Mr. *****, thank you for sharing your feedback and providing the credit union the opportunity to resolve your concerns. One of our leaders has reached out to further discuss your experience. We look forward to connecting with you and resolving your concerns.


      Consumer Response /* (2000, 7, 2022/09/12) */
      (The consumer indicated he/she ACCEPTED the response from the business.)

    Chartway Federal Credit Union is BBB Accredited.

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