Complaints

This profile includes complaints for Credit Union 1's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Credit Union 1 has 25 locations, listed below.

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  Credit Union 1

  200 East Champaign Ave. Rantoul, IL 61866

  
• 

  Credit Union 1

  3591 N Vermilion St Danville, IL 61832-1337

  
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  Credit Union 1

  2651 Paseo Verde Pkwy Ste 100 Henderson, NV 89074-6616

  
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  Credit Union 1

  2730 S Tibbs Avenue Indianapolis, IN 46241-5351

  
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  Credit Union 1

  450 E 22nd St Ste 250 Lombard, IL 60148-6176

  

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:08/17/2022

  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.

  On July 26,2022, $500.00 was attempted to be removed from my account by San Salvador Chivo. I am not him nor do I know this entity. The amount was pending. I was notified of said transaction on July 29,2022. The credit union shut my debit card down. On August 2, 2022, the $500.00 was removed from my account. The credit union is claiming that this is somehow my fault and has refused to refund the money to me.

  

  Business Response

  Date: 08/30/2022

  To whom it may concern:
  
  Please accept this letter our response for the above listed complaint.
  
  CU1 is disappointed to hear when our member has experienced unauthorized card activity and our team did not fully clarify the process to get this matter resolved.
  
  Upon confirming that the charge was not authorized by our member, our debit card fraud team followed procedure to dispute the charge and a provisional credit of $500 was given to the account while the chargeback was in process.
  
  When there is suspected fraud that occurs on a card transaction, we are obligated to block that card so that subsequent unauthorized activity does not occur.  A new card was ordered at that time and usually is received within ten days.  A member of our cards team has reached out to the consumer to clarify this process.
  
  
  Sincerely,
  
  
  **** ****** Compliance and Special Projects Supervisor

• Initial Complaint

  Date:07/20/2022

  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’m really distraught with this situation causing me to obtain medical attention from stress. I am a fairly new patron with Credit Union 1 since February of 2022. I opened a joint checking account with my spouse. We haven’t had no issues at all with this Finacial institution until this month (July 2022) I we have three revolving deposits into my account two direct deposits and one where I submit via mobile app. I want to add that this is something that I don’t feel comfortable even putting out because it relates to my legal status in the United States. The check deposits I submit via the mobile app have a different first name because prior to 2022 I was getting paid “under the table” cash. I used a different first name. Now that I have my status change where I actually have a SSN and able to change my name of course I opened my account. I never changed my name with that employer (that’s my first mistake) any fast forward to now I was contacted my the Fraud department with Credit Union 1 the associate **** *****, Fraud Operations Manager. We had a pleasant conversation over the phone where she stated that she sees that I’ve been depositing those checks since then and asked me who that was as I informed her that it was me. She asked me to find anything I could proving that. I have very little. I went to my attorney who helped me with my immigration process. Emailed her copies of all I had. I received email simply saying “The documents you have provided have discrepancies” I have everything in front of me no alterations I provided her my attorneys name number, employers number. I have no intention to fraud cu1 I’m not stealing no one’s identity. I now have no bank account no access to my funds to make matters worse out direct deposit’s are going into the account this week with no time for our employer to change it. I’m literally in tears right now. I’m not a liar and I even asked if I could go into the the local branch here in Las Vegas. I’ve never had this happen.

  

  Business Response

  Date: 08/24/2022

  
  
  To whom it may concern:
  
  Please accept this letter our response for the above listed complaint.
  
  CU1 works diligently to balance the line between service of our members and maintaining regulatory compliance.
  
  In February of 2022, the Mr. ***** opened an account with CU1 under the full name of ****** ******* ***** ******. Our fraud department found that checks were deposited to the account in the name of ********** *****, a name that was not associated with the account. Our employees froze the deposits and reached to Mr. ***** to confirm the ownership of the deposited checks. Mr. ***** was advised that since deposits were being received for an unknown name, he would either need to show proof that the ********** and ****** were in fact the same person, or have the checks issued in the name on the account.
  
  Mr. ***** made several attempts to show proof that he was Estreberto, but the documentation was found to have been altered (including an altered foreign passport and altered form 1-797). Further investigation indicated that ********** and ****** were not likely the same person. The funds were returned in a check in the name of ********** *****. This check was attempted to be cashed at another financial institution after being altered to the name of ****** *****.
  
  On August 2, 2022, Mr. *****’s account was closed for suspected fraud due to the altered documentation submitted and attempts to alter the check issued by CU1. 

  Customer Answer

  Date: 08/24/2022

  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.

• Initial Complaint

  Date:06/16/2022

  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.

  Bank keeps sending me emails flagging my debit card as being used for fraudulent transactions. The problem is I never contacted them to state the flagged transactions were a result of fraud. I never contacted bank stating my card was lost or stolen. I never signed up for any monitoring of my account for the purposes of fraud, nor did I give my consent for my account to monitored in such a way. I have gotten these notices on 8/23/21, 2/16/22,4/22/22, and 6/7/22. What is concerning here is there are NO case numbers, or reference numbers, which is STANDARD practice in cases of identity theft/reported fraud by the consumer. However, I am not contacting, they are....without merit or consent!!! They state they try to be in touch, yet all emails are early morning hours, and the bank doesn't even open until 10am. This is a debit card, not a credit card. It is my money that is released, they debit my account, then turn around and send me these emails of fraud, after they already sent payment. That makes no sense. If they believe the card is compromised, why have they continued to allow me as the cardholder to utilize such a debit card? They never give me any answers. The most recent fraud alert was for the following: lemon cookies, underwear and a few other small items! This is unacceptable. I have never been a poor steward of my bank account, nor have I ever been overdrawn or done anything to have credit union 1 to flag me constantly. I feel like this is becoming borderline harassment.

  

  Business Response

  Date: 08/19/2022

  To whom it may concern:
  
  Please accept this letter our response for the above listed complaint.
  
  CU1 is disappointed to hear that our member is unhappy with our external fraud monitoring, and hope that we can help to resolve her understanding.
  
  First and foremost, at no time was CU1 implying that our member Ms. Blackstone had committed a fraudulent transaction. Rather, our monitoring is to alert her of potential fraud that may be occurring on her account without her knowledge. CU1 is happy to have the confirmation that the notifications were, in fact, on transactions she had herself processed and not the result of unauthorized transactions by an unknown party.
  
  CU1 continues to monitor all transactions to prevent fraud. Having a monitoring system in place is not an option that our cardholders can opt into or out of. The purpose of the monitoring is to confirm that certain transactions were legitimately processed by our account owners and provide notice and a course of action to rectify unauthorized transactions that may be the result of a stolen card or account number. We realize that sometimes this poses an inconvenience to our members, but when transactions come in, they are scored through a nationwide system. We have recently made some changes to our rules and scoring and hope this will improve on some of the false positive notifications that are occasionally received.
  
  Our system does have the capability to text a cardholder when suspicious transactions are noted and a simple reply of yes or no might be more convenient for you. Our members may reach to our member service departments to obtain necessary information for that to occur. We hope this explanation is satisfactory to our member and sets her mind at ease that we are doing what we can to protect her account.
  
  Sincerely,
  
  **** ******
  
  Compliance and Special Projects Supervisor