Complaints

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

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  Scott Credit Union

  101 Credit Union Way Edwardsville, IL 62025-3504

  
• 

  Scott Credit Union

  648 Carlyle Ave Swansea, IL 62221-6292

• 

  Scott Credit Union

  501 Edwardsville Rd Troy, IL 62294-1353

• 

  Scott Credit Union

  2020 N Belt E Swansea, IL 62221-5505

• 

  Scott Credit Union

  302 W Winters St Scott Afb, IL 62225-1601

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:02/18/2025

  Type:Product 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.

  My account was flagged for potential fraud. It was not fraud. I was paying my rent through *******. This refund was initialed on 1/12/25 but has still not gone back into my account. $2,208.05 was the amount I had sent through *******

  

  Business Response

  Date: 02/26/2025

  Thank you for contacting Scott Credit Union regarding your account. We appreciate your feedback and apologize for any inconvenience regarding the transfer of funds between Scott Credit Union and your Cash App.
  
  On January 11, 2025, the transaction in question was flagged due to the amount and type of transaction. We originally received notification that it was not a valid transaction. We received follow up information indicating the transaction was, in fact, valid. Those funds had already been withdrawn from the receivers account by Cash App. Cash App has not yet returned those funds to Scott Credit Union. On February 6, 2025, we filed a dispute which is currently being reviewed. On February 19, 2025, Scott Credit Union deposited provisional credit for this transaction into the account the funds were originally withdrawn from.
  
  If you have any further questions or need additional assistance from one of our qualified financial representatives please visit any of our branches or call our ********************* at *************.
  We value your feedback and thank you for being a member of Scott Credit Union

• Initial Complaint

  Date:02/06/2025

  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 February 4, 2025, my checking account amount with ********************** was decreased by nearly $500 dollars. They took transactions which were already deducted from my account on January 18, 2025, and deducted them again on February 4, 2025. On February 4, 2025 when I noticed the discrepancy, I stopped by the local Scott Credit Union on HWY 50, ********, ** and there were so many people there about the same problem that I had to wait and return at a later time. I returned on February 4, 2025 to speak with an advisor of Scott Credit Union. She informed me that on January 18, 2025, they experienced a glitch in the system. She stated that the two items that were deducted on February 4, 2025 weren't posted on January 18, 2025. I informed her that I check my account very frequently because I use my debit card for many things and it is imperative that I know what is available. I know every transaction had cleared my account on January 18, 2025 and January 19, 2025. There was only one item showing a pending balance on January 18, 2025 which was deducted from my balance at a later date. Scott Credit Union is stating that it didn't post to my account; however, it did not release the monies that were being held back into my account. When it came off, it did not re-deposit those monies that were on hold with that transaction, back into my account. This morning, February 5, 2025, I checked my account and now they have taken every transaction that was posted/cleared my account and re-directed it to come out on February 4, 2025 and are stating that every one of my transactions were on hold. I asked them to prove this by sending me a copy showing where my transactions were on hold. They can not send me the proof that these item were all pending, a total of 6 transactions which 3 of them were directly from an ATM machine which came out of my account immediately. They are all reading from a script now but not putting the monies back. This is theft!

  

  Business Response

  Date: 02/26/2025

  We spoke with Ms. ******** on Friday, February 21, 2025 and reviewed the transactions that posted to her account on February 4, 2025 and the transactions that posted to her account on February 18, 2025 . She states the transactions she made between January 15, 2025 and January 23, 2025 were deducted from her account twice.Once at the time of purchase and then again on February 4, 2025.  We reviewed the transactions leading up to the transactions in question and there is no deduction in her balance for these transaction until February 4, 2025 showing the funds were only deducted once.
   
  

• Initial Complaint

  Date:02/06/2025

  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 watch my balance closely. They hit me with over $500 in charges that they apparently didn't find until my account was overdraft. I recognize the charges. They were all from weeks ago. Then a check went through and I was charged an over draft fee. But my balance was positive when I wrote it. Then I got an account over draft fee. Because it's overdraft now by $593.00 if theyd run the charges though when I made them I wouldn't be overdraft. I'm going to cry. I can't afford to live after their mess. How am I going to buy gas, food? Pay bills? What do they expect me to do? Don't use this bank. This is the last straw for me.

  

  Business Response

  Date: 03/11/2025

  Upon review of your account, we see you had 2 posting to your account on February 4, 2025, in the amount of $412.07 for purchases made between January 17, 2025, and January 20, 2025. Then a second posting on February 19, 2025, for purchases made between January 17, 2025, and January *******, in the amount of $189.49. The delay stems from a power outage at our card processing vendor. Some transactions did not post to Scott Credit Union until they were pushed to us on these dates.  The purchases you made in January are valid purchases and did not clear your account until these February dates. We regret you experienced this event; I would like to apologize for any inconvenience you may have incurred.  No fees have been posted to your account for insufficient funds. Once you can review your statements you will see purchases posted to your account only once.

• Initial Complaint

  Date:02/06/2025

  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 February 4, 2025, over 7 transactions from January *****, 2025, were reposted to my checking account by ***, depleting my funds. After a two-hour wait, a representative explained there was an outage affecting transactions between January *****, but details were unclear. She mentioned other banks were also affected, but my family member with ******* reported no issues.The next day, I called again and was told the outage spanned January *****, and *** only acknowledged it on January 31. Throughout this time, there was no notice on their website or new banking app until February 4. I highlighted that some transactions were charged again on February 4, while others remained unchanged.The representatives claimed funds never posted, but my account balance decreased, indicating otherwise. When I sought assistance, I was told to dispute any unauthorized funds, yet my main concern was ***'s erroneous reposting of transactions.I questioned the representative about the impact on debit cards, noting inconsistencies in her statement. She claimed that using debit cards affected transactions, while using actual account information did not, which I found inaccurate since some debit transactions were unaffected. She also mentioned not all accounts were impacted, but I argued that a banking issue should affect all connected accounts. As a former customer service **** I recognized that she was following a script and unable to address my questions effectively.They announced on February 4 that they are waiving fees due to an outage. I request compensation for all charges from January ***** that were reposted to my account on February 4. Additionally, I find it suspicious that the issues coincided with their new digital mobile app update, as the updating problems arose on February 3 and then all of a sudden charges repetitive charges were processed on February **** account still has my old address but my current address is in **.

  

  Business Response

  Date: 03/11/2025

  Upon review of your account, we see you had postings to your account on February 4, 2025, in the amount of $454.22 for purchases made on January 18, 2025. The delay stems from a power outage at our card processing vendor. Some transactions did not post to Scott Credit Union until they were pushed to us on this date. The purchases you made in January are valid purchases and did not clear your account until this February date. We regret you experienced this event; I would like to apologize for any inconvenience you may have incurred.  No fees have been posted to your account for insufficient funds. Once you can review your statements you will see purchases posted to your account only once.  I thank you for your continued loyalty to Scott Credit Union and the opportunity to respond to this complaint. If you should need further assistance my direct telephone number is **************.

  Customer Answer

  Date: 03/21/2025

  Complaint: 22906118
  
  I have reviewed the business' response and am rejecting it because: 

  I wish to formally reject the response provided by Scott Credit Union due to the absence of justification for the withdrawal of funds from my account during a period when there was no apparent reason or evidence supporting such action. 

  
  

  I have previously communicated with ****** ****** the Director of the department who reached out to me regarding my complaint. During our conversation, in conveyed my concerns, but he as unable to offer assistance and indicated that the issue stemmed from a malfunction in the system utilized by the company, which affected multiple customers. 

  
  

  Following our discussion, I informed ****** that I intend to file a complaint with the ************************ of Illinois, and I will proceed accordingly.

  
  

  If you have any questions, please dont hesitate to contact me.

  
  

  Thank you for assistance in this matter.

  
  

  
  
  
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:02/04/2025

  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 am writing to formally file a complaint against Scott Credit Union for their handling of a significant issue with their systems that has caused extreme financial hardship for me and my family. On January 15th, there was some kind of shutdown that affected the processing of transactions. A large number of my transactions did not post, and I was never notified that there was an ******** of February 4th, nearly three weeks later, I woke up to find my account overdrawn by nearly $800. This was a complete shock, as I had no idea there was a problem. I immediately attempted to contact Scott Credit Union, but despite calling multiple times, I never received a callbacklikely because this was affecting so many customers.I decided to drive to the branch in person, only to find that the tellers were also unaware of what was going on, and they confirmed that the same thing was happening to other customers. There was no communication from the credit union about this issue, and no warning or assistance provided to those of us ************, my family, who was already struggling to make ends meet, is unable to pay bills or put food on the table because weve been left to deal with the financial consequences of this mistake. We have no idea when or how we will be able to recover from this, and the lack of communication or support from Scott Credit Union is absolutely despicable.This entire experience has been incredibly frustrating and damaging to my familys financial wellbeing. I demand a full investigation into the matter and immediate corrective actions to help resolve this issue.Thank you for your attention to this serious matter.

  

  Business Response

  Date: 02/05/2025

  We sincerely apologize for the frustration that Ms. ***** has experienced. Our management team has contacted Ms. ***** to discuss communication surrounding both digital banking and the transactions that were impacted by our card processors power outage and hardware failure. We have also reviewed transaction history with ******** for accuracy and assisted her with logging into the mobile banking application. We appreciate the opportunity to assist and thank Ms. ***** for her patience and membership
  

  Customer Answer

  Date: 02/06/2025

  Complaint: 22899585
  
  I have reviewed the business' response and am rejecting it because:
  They did not go over any mobile banking with me. I was handed a print out from my branch of my transactions that I had to match up myself. I got a call from another branch yesterday and all she said was there was nothing they could do. This does not fix anything. We are still out hundreds of dollars. We are severely financially impacted, and this was nothing we did. The bank did not notify any members about when the transactions would begin coming out, and theyre STILL coming out now. How am I supposed to pay bills if I have a fear of more money coming out and going negative? This money should be returned to us at this point. Its absolutely ridiculous. 
  
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:02/04/2025

  Type:Order 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 had a contract for my car financing. I had the car for 3 years and changed something with the insurance in my contract. They charged me for loss of insurance and said they sent me something in my mail. I got the new insurance and now they are saying it has to be full coverage. I am paying for this and paid the car off. They said I should have a deductible of ***** dollars or less. It is a breach of contract somewhere. They keep charging me each month for their insurance added to my payment.I want the insurance part of my contract with them to not be included in my contract with them.

  

  Business Response

  Date: 02/21/2025

  We apologize for the inconvenience you have experienced and appreciate you bringing this matter to our attention. We take member concerns very seriously and strive to address them in a timely manner. We have completed a thorough review of your account. Per your signed loan contract and the signed agreement to provide insurance, full coverage is required for the entire duration of the contract. Additionally, the deductible must not exceed $1,000.Since the vehicle currently lacks adequate insurance coverage, we have placed ******************************* on the loan

• Initial Complaint

  Date:01/30/2025

  Type:Billing 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.

  Hi,I am a very loyal customer of **********************. I have reviewed my Scott Credit *********** in details and noticed excessive interest charges and noticed that most months I am charged 2-3 seperate interest charges. I am asking for a credit card manager to throughly review with me and to adjust accordingly. I am trying my best to pay the card down and its disheartening to see so many interest rate charges. Seems like no light at end of tunnel. I have tried calling in but never can get through to anyone that can review my credit card. Please call me at **************. Best to coordinate a call via email first

  

  Business Response

  Date: 03/06/2025

  Thank you for contacting Scott Credit Union regarding your account. We sincerely apologize for the inconvenience you have experienced and appreciate you bringing this matter to our attention.  We understand that you spoke with ******** to discuss the promotional rates and variable interest rates on your credit card.  We also understand that you spoke with *** ****** who was able to assist you with completing a hardship modification. If you need further assistance or have any additional concerns, please feel free to contact us directly. We are here to help and look forward to assisting you in any way we can.

  Customer Answer

  Date: 03/07/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:01/19/2025

  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 paid my car loan on December 18th at like 11:59 but they will consider it the 19th. But I paid the agreed amount for my loan. 2 weeks later I see extra money in my account I figured because of job. So I spent the money on bills but I had a bad feeling about something so I did my research and come to find out my money was returned with no alert, no notice nothing. This not the first time they told me my account was insufficient. The money was certainly in my account every time something was spent the money was returned. I contacted people the executive team no response still waiting the collection team manager told me he couldnt do nothing because my bank rejected the transaction and my bank said Scott credit union rejected it. If you know I submitted a transaction for my note to be paid and it declines why not call or email the person and tell them their payment was declined. This mishap couldve been easily avoided but no my credit is messed up. The money was gone I checked my account like 4-5 days later the amount was gone. I had a dollar left so where did the money go ? And why did it come back

  

  Business Response

  Date: 01/30/2025

  Our Collections Manager has shared that the loan payments in the amounts of $325.00 and $107.00 on October *******, and $465.00 on December 19, 2024, were returned by the other financial institution for non-sufficient funds. We encourage you to reach out to your other financial institution for questions or assistance with these returned payments.
  If you need any further assistance, please contact our member service team at ************. 

  Customer Answer

  Date: 01/30/2025

  Complaint: 22832220
  
  I have reviewed the business' response and am rejecting it because: 7 years is a long time for somebody to suffering over situation, everyday the credit bureaus and bank are getting exposed by their bad customer service and actions, I just wish this negative **** can come off my credit without any hassle I explained my stories many of times including sending letters, sending emails and calling. I trying my best to make this situation work for me.

  
  
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:12/30/2024

  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.

  12/27/24 Scott Credit Union, Affton branch manager ***, mishandled a wire transaction for closing on a home. I couldnt close on 12/30/24. Nobody from *** notified me the wire was completed. No call back from bank representative to resolve issues. Sat on hold twice for 30 minutes. I cant close on my new home until the wire is completed

  

  Business Response

  Date: 01/10/2025

  On Friday, December 27, 2024 **** ****** requested a wire transfer. Due to the higher dollar amount, additional information was requested by our wire department to verify the validity of the wire. On Monday, December 30, 2024 **** called our ********************* and left a voicemail for the employee she originated the wire transfer with. That employee was out of office for the day. She then called the member service center back again but arrived at the local branch before speaking with anyone on the phone. An employee at the branch reviewed the wire transfer and obtained the additional information requested. The wire was sent out on Monday, December 30, 2024. Due to the inconvenience of having to reschedule the closing on her new home we refunded the $20.00 wire transfer fee. 

• Initial Complaint

  Date:11/22/2024

  Type:Customer Service 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 purchase two cashier checks-one for July and August. The checks had the amount of $200 and the check in August was for $37..40. When the credit union received the cashiers check the bank destroy them and charge me a return fee. The return fee was $32.40. I have tried to talk with the bank to get my check fee of $32.40 return back to me. I want the bank to refund me the check fees of $32.40.

  

  Business Response

  Date: 11/26/2024

  The member requested that their account be closed with Scott Credit Union via a letter.  The letter was received and the request was processed on 11/18/2024 and a cashier check was mailed to the member for $6.08 that same day.  There was a refund due for their credit card and that close was processed the next day and a cashier check for $32.40 was mailed on 11/19/2024.  Both checks are showing as outstanding with no hold and Scott Credit Union will honor those checks when presented.
  

  Customer Answer

  Date: 12/02/2024

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ********* ******