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:10/18/2024

  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 address a mistake that has arisen with my account at **********************. This mistake has significantly impacted my credit report. In July 2024, I found myself facing a temporary financial hardship and consequently submitted a request for a "skip a pay" arrangement with Scott Credit Union. After my initial request was approved, I was instructed to make an additional payment to finalize the arrangement, which I promptly fulfilled as per your instructions. Subsequently, I was informed that no further payment was due until October 19, 2024. In September, I contacted customer service to verify the status of my account. I was informed that no payment was due and that I had to pay on October 19th. However, when I called on October 16th to inquire about my account status and make a payment as advised, I was informed that my account was overdue by ***************************************************************** September!!I requested to speak with a supervisor, which led to a conversation with a senior representative on October 17th. The supervisor acknowledged the errors and misinformation that had transpired, attributing them to a system glitch, and representatives providing incorrect information. I was also told that my account was now considered 30 days overdue, and could hinder my credit report. The supervisor said steps would be taken to rectify the situation, and that my credit would not be hindered. She also stated she would call me back. On October 18th a different supervisor called and said that my account was actually 67 days in arrears and that the missed payment had been reported on my credit report immediately after they corrected thir system error. The supervisor acknowledged tha errors they made, yet said both missed payments (2) would need to be paid before they would delete the miss payment from my credit report. She said she would call me back and never did.Remove negative impact to credit report immediately!

  

  Business Response

  Date: 10/30/2024

  Thank you for bringing this matter to our attention and for allowing Scott Credit Union to address your concerns. We appreciate that you have chosen us to assist you with your auto financing needs. Please accept our apology for any inconvenience this may have caused you. It is my understanding that you have spoken with a ********************* Team Lead, and that they resolved your concerns around negative credit reporting and completed a payment extension for you. Should that not be the case, please do not hesitate to reach out.
  Again,thank you for the opportunity to bring this matter to a resolution. I hope that you will continue to keep us in mind for your future financial needs.

• Initial Complaint

  Date:09/27/2024

  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.

  The issue that I am having is that the credit union recently changed their insurance policies for loans. I purchased a motorhome 6 years ago and purchased a tow dolly to be used with it. I have coverage on the motorhome through Progressive, coverage includes the auto insurance while driving (which covers anything being towed by the **** $10,000 in replacement coverage for everything in the motorhome and full timers insurance that covers us if damage occurs while we are parked (i.e. a tree fells on the rig during a storm). This coverage costs me $116/month. The credit union has recently undergone a policy changes and sent me an email (a single email which I have attached), stating that I needed coverage specifically on the tow dolly. I double checked my insurance, and there is no option for separate coverage on the dolly as it was part of the coverage I already have. The credit union is now charging me $125/month for a dolly valued at around $1000. I have called twice to get the issue resolved and was told that it would need to be reviewed by the supervisors because it was a "unique situation". I was told they would get back with me on Monday (Sept. 30th), I was told the same thing when I called on 9/24, but had to follow up with them on 9/27 after no response. Whether the situation gets resolved or not in the following week, is not my real concern. It seems not only unethical, but possibly illegal for them to be able to charge an insurance premium that is more than 10% of the value of the property in question. The $125 is more than I currently pay for insuring the ** and anything that is being towed by that vehicle, but also they did not ask for the proof of insurance on the ** just the tow dolly that was part of the purchase.

  

  Business Response

  Date: 10/17/2024

  Thank you for bringing this matter to our attention and for allowing Scott Credit Union to address your concerns. We appreciate your membership!  Please accept our sincerest apologies for any inconvenience this may have caused you. Upon review of your loan, it was determined that the loan is solely secured by the 2002 Infinity. I have removed any current or future insurance requirements for the 2019 Tow Dolly and released our lien on the title. You can expect the title for the Tow Dolly to be delivered via *** within 5-7 business days. A refund for the cost, $125, advanced from your loan will be refunded. Again,thank you for the opportunity to bring this matter to a resolution. I hope you will continue to keep us in mind for future financial needs.

  Customer Answer

  Date: 10/22/2024

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

• Initial Complaint

  Date:08/29/2024

  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 received a call to set up payment arrangements in the amount of $50.00 and then I received another call wanting more money in the amount of $90.00 so I agreed to pay $90.00 then I received another call stating could I pay ****** a month and I said I can only make the $90.00 payment a month because that is all I can afford. They continue to call two to three times a month attempting to get more money. They are harassing&#**; me at this point. I have been making monthly payments since April of this year. I want them to stop calling and harassing me about payments that I am making. I can only make monthly payments in the amount of $90.00 every month until this debt is paid off.

  

  Business Response

  Date: 09/26/2024

  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. After thoroughly reviewing your account, we have identified some possible solutions to address your concerns.We encourage you to contact us at ************ so that we may further discuss your options to resolve your concerns regarding your account.

• Initial Complaint

  Date:08/24/2024

  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.

  On Thursday August 1st, Friday August 9th, and Saturday August 24 my debit card was locked after attempting to purchase items at ********** The first 2 times, I was able to call customer service and have my debit card unlocked after confirming it was either myself or my husband who tried to make the purchase. The 1st time I was told they tried calling me and sending me an email (I got neither) The 2nd time it was explained that they were experiencing an increase in fraud alerts from ********* and I think Schnucks, but they weren't sure as to why. However, the 3rd time, and the reason for my complaint, my card was locked after a NONfraudulant attempt at a purchase around 3:30pm CT. The bank does not have an after-hours number, nor have I been able to find a way to unlock my card online. While I appreciate the security precautions in place, as they have kept me safe when my card was stolen in the past, the amount of times my card has been locked after being used at the same store is ridiculous. Plus, I now cannot get my card turned back on until Monday, which means I have no access to my money until Monday. I just got paid and was going to go grocery shopping. Hopefully, someone in my family will lend me money for food for myself, my husband, and my kids this weekend. There needs to be a contact in place for situations like this, or if there already is, it needs to be easier to find this information.

  

  Business Response

  Date: 09/04/2024

  Scott Credit Union knows our members have many choices for their personal banking needs and we appreciate youre providing us the opportunity to address your concern. Please refer to the detailed message sent to you by our ************* Supervisor, *********** responding to your concerns as well as providing a direct point of contact. 

• Initial Complaint

  Date:08/17/2024

  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.

  Should have 24 hour support. Shouldnt have to wait to talk to an associate about using my debit card. Even after 2 years of asking for it to be fixed, I still do not receive any text or sms alerts about my account being froze. This is ridiculous to be treated this way, especially since Ive been a customer since 2012.

  

  Business Response

  Date: 09/04/2024

  The fraud notification process has recently been modified to help mitigate the ever-changing fraud environment. These changes include our after-hours processors inability to confidently validate Scott Credit Union members. Theres a fine line between protecting our members funds and inconveniencing cardholders and our processor is working diligently close this gap. We have validated that the members current cards are established so that any notifications, when prompted, can be delivered. Please note at this time notifications may not be sent due to the complexity of the fraud financial institutions are currently experiencing. Weve sent a separate message directly to the member, providing a direct contact number in the event the member would like to discuss this further.

• Initial Complaint

  Date:08/02/2024

  Type:Sales and Advertising 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.

  In May 2024, I received notifications from a collection agency called TekCollect that my Scott Credit Union account had been sent to collections. This was surprising to me because I had visited the Scott Credit Union branch on *************** several years prior and closed all of my accounts to move to an institution with better rates. Upon calling Scott Credit Union, I was informed that a savings account in my name was left open and had a negative balance. After explaining the situation, the associate on the phone disputed the charges with the fraud department, said the charges were reversed, and the account closed. Then, earlier this week I checked my credit report to find my scores had decreased due to a collections from TekCollect on my account. I tried disputing the collections through Credit Karma and was told that the report could not be changed as it was accurate. I called Scott Credit Union again this morning and spoke to ****. She said the account was in fact closed back in May 2024 and the balance shows $0. Upon calling TekCollect, I was told again that the collections was valid and she "wasn't sure why someone would have told me the account was closed because there is a balance of $102." So now I have a derogatory **** on my credit report.

  

  Business Response

  Date: 08/16/2024

  After thoroughly reviewing the account, we have taken the necessary steps to request the removal of the derogatory **** from the members credit report from the credit bureaus. As per our conversation on August 12th,2024, we have sent a letter confirming this corrective action to the addresses provided through both email and mail. 

• Initial Complaint

  Date:04/26/2024

  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.

  My fiancé and I have been attempting to close our account for the past 3 days & have requested our funds to be mailed to us via check. We keep getting the run around from customer support line. We have made attempts to contact the representatives via the app. At this point, our funds are being held and they’re not closing our account after multiple days & 3+ attempts/requests to do so. It’s frustrating, I have never heard of a bank taking more than 20 minutes to process a transaction of this kind.

  

  Business Response

  Date: 05/13/2024

  This account has been reviewed and a pending item on Friday
  4/26/2024 delayed the closing of this account to the next business date of
  Monday 4/29/2024. As of Monday 4/29/2024, this account is closed as requested. 

• Initial Complaint

  Date:04/15/2024

  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.

  There are multiple issues with the Scott Credit in *************. I tried to deposit my federal tax return check through their ATM machine Monday night after 6:00 pm. A message popped up on the screen stating that the check couldn't be read. There was a place on the screen you could touch to have your check returned back to you. When I touched the option to have my check returned, the machine malfunctioned and kept my check without depositing it into my account. I had to wait a good while before I could even get my debt.card back. This is the second time something like this has happened using their ATM machines. They need better ATM machines and/or better maintenance of them. What makes it even worse is that they have no emergency number you can call after hours to report these kind of issues. You're stuck waiting until the next day, when they open back up before you can get any help. I find it hard to believe that they dont have a 24 hour service number you can call when these kind of issues happen. What happens if the machine malfunctions and it starts spitting out a bunch of money ? Who from Scott Credit Union could you call to report it? Another issue is the way the drive thru is set up. When leaving the **** it is so close and tight that if you don't pull out far enough before turning, your tire hits the cement curb. The whole drive thru is a horrible setup.. There needs to be some major improvements made at this specific location on ********* in ********** ********.

  

  Business Response

  Date: 04/19/2024

  Thank you for bringing this to our attention. Our SCU staff at the *************** location was able to retrieve the check deposit and process promptly on 4/16/2024. We do have two ATMs at the *************** location to provide ATM service. The furthest lane from the building is an ATM that *** provide more space than the commercial use lane with the in-wall ATM connected to the building. Please reach out to discuss any additional questions you *** have.

• Initial Complaint

  Date:02/23/2024

  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.

  I have a car loan through SCU. I have auto pay on. Which failed to take my payment on the payment due date. So I called and made my payment(the last payment). Then three days later they took the money out for my payment. They're refusing to refund my money. I would like my money back plus the cost of any accrued fees to get it.

  

  Business Response

  Date: 02/29/2024

  On February 19th *** ****** made the last payment, in the amount of $300.33, on his
  automobile loan with Scott Credit Union. On February 20th his usual
  $290.00 ACH from New Era Bank came through but was deposited into his share
  savings account rather than credited to his loan. On February 20th $0.06 of that deposit was transferred to the loan to bring the loan to a zero
  balance. The remaining amount was left in his share savings where Mr. ******
  had access to those funds. On February 23rd he decided to move
  forward with wiring those funds to his account at another financial
  institution. We received signed wire documents from Mr. ****** on February 26th.
  On both February 26th and 28th we left messages for Mr.
  ****** to complete our verification process. At this time Mr. ****** has not
  responded. Once verification is complete we will send the requested funds

• Initial Complaint

  Date:02/14/2024

  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.

  This bank wants to act like they are above the law. I deposited my settlement check it came from the ******************* of treasury yet they want to hold my money for over two weeks stating is a lot of money! I asked for this to be escalated early yesterday I was told Id get an email or call neither came I had to call in request a supervisor put on hold told no supervisor sorry but I see notes from one stating cannot release funds because of amount I will say this soon as this is resolved I am pulling my money out and going elsewhere this bank is disgusting

  

  Business Response

  Date: 02/20/2024

  Dear Valued Member,
  Thank you for contacting Scott Credit Union regarding your check hold. Upon review of your account, checks deposited via mobile are subject to physical review. Prior to submitting a check via mobile deposit, the system alerts users of the hold and delay of funds availability. Scott Credit Union uses Regulation CC to determine Funds Availability on all checks presented for negotiation. Your check was submitted on 02/12/2024 and funds made available on 02/14/2024, which was in accordance with our Regulation CC parameters of a 2-business day hold.
  Our records do not indicate an extended check hold and displays all funds from the mobile deposit were made available to you on 02/14/2024. If this information is inaccurate, please contact us at ************ or visit a local branch office to review your account history.
  Thank you for being a member of Scott Credit Union.
  

  

  Business Response

  Date: 02/21/2024

  Thank you for contacting Scott Credit Union regarding your check hold. Upon review of your account, checks deposited via mobile are subject to physical review. Prior to submitting a check via mobile deposit, the system alerts users of the hold and delay of funds availability. Scott Credit Union uses Regulation CC to determine Funds Availability on all checks presented for negotiation. Your check was submitted on 02/12/2024 and funds made available on 02/14/2024, which was in accordance with our Regulation CC parameters of a 2-business day hold.
  
  Our records do not indicate an extended check hold and displays all funds from the mobile deposit were made available to you on 02/14/2024. If this information is inaccurate, please contact us at ************ or visit a local branch office to review your account history.
  
  Thank you for being a member of Scott Credit Union.