Chartway Federal Credit Union
Reviews and Complaints

To whom it may concern, My name is Dent Cooper. My father's name is Thomas Allen Cooper of Washington Utah. On September 17, 2021 he passed away. He was a member of your credit union for many, many years. He's been a member since it was called Southern Utah Federal Credit Union. As have I and many of my family members. We use the branch in Washington Utah on Red Cliffs drive, and have since its opening. My father has a little under $300.00 dollars in his account, which we are being told we cannot get because you all don't "deal" with irrevocable trusts. After submitting a copy of the trust, and death certificate the funds will not be released. My father died with $300.00 to his name and you all think you can just keep it. This is wrong! I have made many trips to this branch, for them to tell me "it'll be taken care of tomorrow." Now, I know we are the [censored] on the bottom of your shoe, but this is big business taking it to the little guys, and of course who do you think is going to win? Not us! Yes, I know it's only $300.00, but from a guy that only had that much money in his account, don't you think we could use it? This will all probably fall on deaf ears, but it was worth a chance. Whatever happened to taking care of the "little guys?" Or taking care of your customers? If Chartway needs another $300.00 to add to the billions of dollars they already have, then take it, take it all!

Sincerely,

Dent Cooper

Thomas Allen Cooper (RIP) 11/15/1934-10/17/2021

This complaint is against the Chesapeake Square Mall Chartway Credit Union Branch in Chesapeake Virginia. I am a non-member but contemplating moving several of my personal family accounts and business account over. I've routinely deposited cash into a friend's Chartway account over the past 3 years. Since I travel around in the Hampton Roads area quite a bit I usually just go to whichever branch is closest in my daily travels. However, I live in Chesapeake so I find myself visiting the Chesapeake Square Mall Branch more than often. In making the deposits I seldom have the exact amount of the transaction (i.e., I want to make a deposit for $1, 050.00 but only have $1, 060.00 in bills) this is usually not a problem I'll make the deposit and get $10.00 back in change. However, for some reason, the Chartway Chesapeake Square Mall Branch refuses to give change If I do not have the exact amount. I've been turned away by both Sara (bank teller) and the branch manager and told the bank's policy is not to give change difference to non-members and I needed to leave the bank go get the exact amount and come back to complete the transaction. This has happened on multiple occasions. To resolve the issue I just usually find myself going to the closest convenience store and buying a bottle of water to break a twenty-dollar bill. I have spoken to several other branch staff members and for some reason, they have not heard of this policy plus I have not had any other issues making the deposits should I not have the exact amounts.

After getting several denials of service for my CFCU debit card, I contacted customer service via secure email. The response was I must appear in person to "validate" my account, as it was compromised. The "fix" was open a new account.Requests for more information was met with silence. I receive a direct deposit from social security. After realigning the various accounts my debit card was tied to, I have now been informed via my last email from CFCU, "Thank you for contacting Chartway Federal Credit Union. If there's no change on the account number, the deposit will be sent back". So even though SSA cannot send the direct deposit to the new account number until May, Chartway is saying, "Too bad".

I have been calling and emailing the collections department to make a payment on my loan and have not had any response for 3 days. I know my loan is past due and I am trying to make arrangements and make a payment. They have no problem calling me at work or home but when I try to call or email no response. Also I received a call from them earlier this week and when the person finished talking they did not hang up the phone and continued to eat loudly into the phone.

Please help!

I co-signed for a car loan for my son. Being my credit was excellent, I was placed as the primary on the loan. About 1 week after the loan was done, I called Chartway. I told them as the primary on the loan, I wanted to be the first point of contact, if anything were to pop up. I gave them all of the needed information, i.e., email address, home/cell phone, mailing address, etc.
About 8 months later, my son called me to tell me the car had been repossessed. He was making payments on time, and this didn't make any sense. I called Chartway. I was told that they needed proof of insurance, and never got it, ergo, they applied an additional charge for insurance on the loan.
All the while my son was making payments, in person, he was never asked for proof of insurance. I, too, was never notified. So, he was technically making partial payments, and wasn't being advised otherwise. It took about $1, 300 to get the car back to my son.
Another situation recently, again, about car insurance, arose. I'd had enough. I sent in the full amount of what was owed on the entire loan. Chartway took their sweet time, in releasing the title to the car, and it was sent to the wrong address. Chartway informed me it was my responsibility to correct their mistake!
Chartway has a serious problem with communications between various departments. One hand doesn't know what the other hand is doing. No one communicates with other departments, which causes chaos with the customer.

I submitted a transaction utilizing bill pay on the Chartway website. It was for my rent. Due to the bank having bad connectivity my payment was not processed not once but twice after I attempted and after the website said my payment was processed. Long story short the payment was not processed and my rent is late. I called today only to be told it was a connectivity issue and that my payment would not be received by the payee until Monday. It is Thursday today. I asked the representative if the bank could send a note stating it was not my fault the payment was not sent out and I was told no because that would cause issues. So my rent is late and won't be paid until next week after I initially did the transaction days ago. This is unacceptable and it actually really has made me want to leave this bank that I have just came to. There has to be a better way to handle issues like this.

I was just told by customer service that I will not be getting my $40.00 back.

My account was hacked on 12/24/2016, they stole my last $40.00 and I am now being told that I will not get it back.

I have NEVER had as much trouble with another institution as I have with yours.

Put the $40.00 back into my account.

ALL I WANT IS WHAT IS FAIR!

Erin Allred

Don't do business with these people. My boyfriend served 6 years in the Navy and just got out this May. He finally landed himself a job last week and finally started getting back on his feet after a lot of financial issues. While he was overseas from March to late April, he had someone as his power of attorney to pay his bills while he was unable to. He gave Chartway the paperwork concerning that before he went out to sea, and the person he had appointed as his power of attorney did not pay his bills as she was supposed to. The bank repossessed his car last night with NO warning, but insisted they tried contacting him, which was a blatant lie. He now has no car to get to work with, and they want $2200 from him to get his car back and $873 for the cost of the tow. He explained about the power of attorney not paying his bills and that they should have that paperwork, and they denied ever having any record of the paperwork, which is another lie. They also did not care to work with him despite him just being able to find a job. The woman he dealt with was very rude and coarse with him and gave him a very hard time. Meanwhile he deals with mild PTSD and is just trying to get his life on track. This bank doesn't care about veterans, they care about money. DO NOT BANK WITH THESE MONSTERS.

Credit Union or bank? Chartway is starting to get ridiculous with their fees. It never fells, every month I have to call Chartway and have them reverse the bill pay fee. I ask the representative at the call center would this finally be taken care of so that I wont have to call next month. Long story short - she told me to speak to a supervisor if it happens again(she is looking at my account hx and notice how I do call every month). So I guess I will be calling again next month if I haven't finish closing out the account by then. Also I hope you don't go inside and speak with a teller at the branch office because, if you go in more than twice in a month you will have to pay that teller's salary for a long wait and a minute of their time! I would give more info about the bogus fees they have charge me but I don't want them to see this complaint and charge a "complaint fee" to my account. I did let the representative at the call center know I will be banking elsewhere but she didn't give a darn. I have banked with them since my teens(over half my lifespan) and they can care less. Oh well enough people get fed up maybe something will happen.

I cannot believe more people are not disgusted by the fact that we are charged for their employees to do the job they are paid to do. $6.00 to withdraw money at the teller, $1.50 to call and speak to someone about your account, $15.00 check card replacement fee even if it is not lost just worn out... those are the only ones I have had to deal with I am sure there are many others! WE HATE THIS BANK and will be closing our acct ASAP!

I tried to deposit a check today at my credit union and they said there new policy is to put it on hold, even if you have enough money to cover it, for 2 business days. I took it to the local bank it was drawn off of and cashed it. I took the cash back to Chartway and I was then informed that they put a 1 business day hold on CASH! I have bank with them since 2003 with no NSF's. Beware of them and the account disclosures. I will be closing out my account ASAP and switching everything to another bank. I also wanted to know if this ever happened to anyone else and if this is legal?