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

  4807 W Main St Belleville, IL 62226-4722

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:02/05/2024

  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 notification that my credit score had dropped 157 points this morning due to them setting my car loan from "Current" to "120 days delinquent"... even though I've paid way over the minimum payments ($3,000 over the last 2-3 months, vs. the ~$250/month payment). My balance on November 30th was $8,119.87. My remaining balance on the loan was $5,221 just ~2 months later. Please make it make sense that I'm somehow "120 days delinquent".The issue begins with a problem with the car dealership (they sent in the wrong VIN number on my original car purchase in August, which required me to go back on December 23rd to re-sign new purchase paperwork). However, it seems that Scott Credit Union - instead of making this situation better - made it much worse. Despite me paying on the original loan every month, I was instantly marked as being 120 days overdue.... which is not remotely true.I've called the bank, and their customer service could not connect me to the team that caused the issue. Instead, they will "send an email" to a supervisor with no indication of when the issue *that they created* will be resolved.I'm not behind on my payments... I've even paid way early! I've banked with SCU since I came to the area 4+ years ago. If this is how Scott Credit Union treats its customers, it's time for me move all of my banking away. In the meantime, I'm filing petitions with BBB and the credit agencies, and will post about my experiences in every online forum available to me. I will, if necessary, consider additional action if my credit is not swiftly corrected.

  

  Business Response

  Date: 02/29/2024

  The loan was originally funded with the wrong VIN# and the member worked with the dealership and lending to unwind the deal. A new loan was then funded with the correct VIN#. At that time, the first loan was recasted to move all of the payments to the second loan. It appears that our system mistakenly reported a late pay to his credit when that adjustment was completed. An update to the credit bureaus on 2/5/24 to remove the late pay from this members credit. 

  Customer Answer

  Date: 02/29/2024

  Complaint: 21247236
  
  I am rejecting this response because:
  
  My conversation with SCU after this first happened was the verbal equivalent of a shoulder shrug.  I was given a phone number to call back about this issue, but despite multiple attempts of reaching someone at that number I've only been able to leave voicemail.  
  
  I'm still waiting (~25 days later) for my credit history to be changed at 2 of the 3 credit bureaus because of this finding.  Also, my initial dispute with Transunion was closed on 2/14 stating that the late update was "verified as accurate", as was Equifax's.  I've since had to resubmit my dispute with Transunion and Equifax after lengthy conversations about why the new loan is not the problem, and why the old loan was what I was disputing.  This has created hours of work for me, both monitoring my credit and calls with the credit companies.  
  
  SCU has done little to nothing about this issue, and I'm the only one paying the price.  Their lack of attention to the problem *that their system caused* to my credit shows me that they do not value me or my continued business.  

  I will not be satisfied until my credit is fixed and SCU makes some actual effort to make this right.

• Initial Complaint

  Date:01/11/2024

  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’ve had my vehicle financed through this bank since October of 2022. Every single month they report my payment as late. Some months I have literally paid them 1200+ a month. A lot of months I’ve paid them multiple times! My payment is due on the 17th of the month. Every month I get numerous calls from me telling me I owe them 2+ payments, when my account is current. They instantly report to the credit that I’m 30+ days late. I HAVE NEVER been 30+ days late. Always paid on time or I’m my 15 day grace period. Had 700+ credit score when I purchased the car and now has dropped to 500. This bank is criminal. Just randomly will call and say you owe them money when you’ve paid them days prior. Get calls every month saying I haven’t paid, I tell them yes I did on this date, and mention that I have my confirmation screenshotted. They say “oh?? Can I get the confirmation number?” I give it to them and they say “oh, that’s right I see it right here!” Literally just make up what they want you to owe them every. Single. Month. Gotten 3 different Progressive insurance policies since having the car because they deny it and say it’s not within their standards. Resulting in them adding $120 to my car note every month. A bank full of crooks. Absolutely horrible experience. This is mostly hurtful to me because it has completely ruined my credit score.
  They will try to explain to me how I am supposedly behind payments when I contact them and argue with me or more than not I cannot get ahold of them.

  

  Business Response

  Date: 01/17/2024

  This letter is in
  response to complaint #******** made by Mr. ****** ******* to the Better
  Business Bureau. At Scott Credit Union, we take every complaint seriously and
  strive to address any issues as soon as possible.
  
  We have been in
  communication with Mr. ******* since January 2023, as he has been facing
  challenges in making payments towards his loan. Our team has been working
  closely with him to find a solution to his delinquent loan. After careful
  research, we have determined that Mr. *******'s credit report is showing
  accurate information, and he has also failed to obtain proper insurance on his
  vehicle. Upon review, we found that the policies provided by Mr. ******* are
  invalid policies, and we strongly recommend that he contacts his insurance
  company to rectify this issue.
  
  In order to assist him
  further, we encourage Mr. ******* to reach out to us to discuss his account and
  explore possible ways to help him with his loan payment challenges. Our team is
  committed to providing him with the necessary support and guidance to help him
  overcome these financial difficulties.

• Initial Complaint

  Date:09/05/2023

  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.

  On Saturday Sept 2nd i tried to deposit 40 dollars into the ATM. At that time it spit back 20 dollars and kept the other 20. I have spent the past 4 hours trying to get my money back. The lady said they will not reimburse for my time and it could take 3 weeks to get my $20 back. In addition to the $20 I would also like to be reimbursed for my time. 3 weeks is entirely to long for $20. I wonder how many other people have had their money taken and didn't spend the 4 hours to get it back. My opinion of the matter is an internal investigation needs to be done to see how much money the bank has kept.

  

  Business Response

  Date: 09/11/2023

  Ms. **** contacted our Member Contact Center to inform us of an issue she had when visiting the ATM at our Columbia, IL location on September 2, 2023. Ms. **** stated that she attempted to deposit $40.00 in cash into the ATM. The machine would not accept the deposit and returned $20.00, keeping the other $20.00. A representative from our Member Contact Center reached out to the Columbia Branch asking that an employee of the branch reach out to Ms. ****. On September 5, 2023, the Assistant Branch Manager reached out to her. She offered Ms. **** provisional credit while we investigate the ATM and informed her she would need to sign the provisional credit form. Ms. **** stated that she should not have to sign the form and that we should reimburse her for her time. The Assistant Branch Manager apologized for the inconvenience and explained the purpose of the form. Ms. **** came into the branch that same day to sign the form and $20.00 provisional credit was added to her account. 

• Initial Complaint

  Date:06/02/2023

  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.

  So I had a checking and saving account with Scott Credit Union. I had never had a issues with them until recently a suspicious out of my control situation occurred. On June 1, 2023, between the hours of 2 am-8 am, I received a email from Scott Credit Union saying that someone deposit a mobile check into my account for the amount of $1500 dollars. I then proceed immediately to attempt to login to my banking app but I received and error message saying that I couldn't access my account, which to me was a RED FLAG that something wasn't right.
  So I had to wait until 9 am to call the bank and notify them of the suspicious deposit and that I was having problems access my account online. After speaking with a branch manager, they explained that the bank was looking into the situation to see where the check was fraudulent and where it came from. Scott credit union discovered that someone in TN who I didn't personal and had never met, had access to my account. They even provided me with a copy of the check that was deposited. The check never cleared but after they investigated, the matter, the bank branch manger John had the audacity to accuse me of giving my login information away. I explained to him that I would never do a stupid thing like that considering that I was just a victim of Identity Theft at the beginning of last year. He even stated that I would not be able to open up an account with Scott Credit Union even tho they discovered that I had been a victim of bank scam. I only reached out to BBB to provided customers with insist about how this bank really treats there loyal customers....like crap.

  

  Business Response

  Date: 07/10/2023

  Thank you for contacting Scott
  Credit Union regarding your most recent experience. Our top priority as a
  financial institution is to protect your account and financial information;
  with a level of responsibility as a member to protect the safety and security
  of your account, i.e., mobile login credentials, account number, etc. Our
  systems in place are protection measures utilized to minimize fraud on our
  members’ accounts.
  
  In review and research of your
  account, Scott Credit Union provided opportunities to discuss the validity of
  the negotiable item presented via mobile deposit. Upon thorough review of the
  mobile transaction details, we concluded with the most favorable course of
  action. For further review of your account status, please visit one of our
  local branch offices or contact us at ###-###-####.
  

• Initial Complaint

  Date:05/17/2023

  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 father passed and Scott Credit Union repossessed his car because they wouldn't let us know any information on payments, but were accepting payments when we called for around a year and a half. Then they repossessed the car out of nowhere and said they were audited and the person managing the account hadn't been doing it correctly. They wouldn't even tell us what was happening. We submitted a small claims affidavit and they said they were waiting to hear from the repo company for the pay off info and they estimated it to be around $2000. That was 4 weeks ago. We've called and can never get through, they aren't returning messages. We FINALLY got through today and they said they were selling the car and there's nothing we can do. Scott Credit Union has stolen thousands of dollars and my dead dad's car. An employee said they had sent the car to auction a MONTH ago, while at the same time telling us they just need the quote back from the repo company and that it would be around $2000. Scott Credit Union is a SCAM. They defrauded us all of those payments when they had every intention of selling the car for their own profit. (I don't have the account number because they refuse to release it to me, I only have my Dad's SSN). Do not use Scott Credit Union, they are a fraudulent lender.

  

  Business Response

  Date: 06/08/2023

  Thank you for reaching out regarding your recent experience. We
  apologize for any frustration you may have experienced, and we offer our
  sincere condolences for the passing of your father. It is our understanding that *** *******, Collections Manager, and his team have resolved this matter, and the vehicle is now in your possession. If
  you have any further questions or need assistance, please contact Mr. ******* ******** ** *************

• Initial Complaint

  Date:05/12/2023

  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 setup a back account with Scott credit union and was told that I could turn on the overdraft at any time by a financial service representative named ****** *****. She gave me her card also and when I tried to call I could not get through. I called her for two days before calling the branch who I formed me that I was lied to by ****** ***** and that I could not turn on my overdraft now that I need it. I do not appreciate being lied to and I will be switching my bank but i want it to be known how I was lied to to my face by ****** ***** at scott credit union.

  

  Business Response

  Date: 05/31/2023

  Thank you for contacting Scott Credit Union regarding your
  most recent experience. In review of your account, at initial account opening,
  our standard overdraft from savings was added to your checking account. Scott
  Credit Union does offer multiple forms of overdraft protection such as Courtesy
  Pay that allows your checking account to overdraft up to $500 with an opt
  in/out feature, at any time. This form of overdraft protection is automatically
  added to accounts, in good standing, opened for 90 days or more and utilized
  after the standard overdraft protection from savings have been exhausted.
  Currently, your account is opted out of this overdraft feature; however, you
  can change this selection at any time by visiting any of our local branch
  offices or contacting us at 618.345.1000 to opt into our Courtesy Pay Program.
  
  We value your feedback and thank you for being a member of
  Scott Credit Union. Our Regional Manager, ******* ******, looks forward to connecting to discuss this matter further.

• Initial Complaint

  Date:03/22/2023

  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.

  Scott Credit Union has the worst customer service....They went into my checking account,and debit a substantial amount of money, and try to make me pay it back. I never authorized any payments...I wasn't sent a letter or I wasn't giving phone call neith...this is fraud. Everytime I try to call I keep getting the run around nothing is never handled and if I do not pay the funds back my account will charge off and end up on my credit...Fraud and Scaming System.

  

  Business Response

  Date: 03/30/2023

  Our management team has reviewed this complaint.  The member disputed nine debit card transactions on January 17, 2023, each for $183.78 from *****, dating back to 04/22/22.  On January 24, 2023, the member received provisional credit for all nine transactions in the amount of $1,654.02.  Provisional credit for five of the transactions, totaling $918.90, was removed from the member's accounting on 02/17/23 due to the length of time between the transactions and her dispute submitted on January 17, 2023.  The member kept provisional credit for four transactions, totaling $735.12, as these four disputed transactions were within two statement cycles of the dispute.

  According to credit union records, six different employees reviewed provisional credit with the member on seven different occasions: 01/26/23, 02/18/23, 02/22/23, 03/20/23, 03/21/23, 03/23/23, and 03/24/23.  The member has also been advised that she can work with our *********** team to set up a payment plan to bring her account positive within 60 days.
  
  Our ******* ****** *******, ******* ***, has reached out to the member and left a message at approximately 4pm on 03/28/23.  As of 03/29/23, the member has not yet returned ********* call.  We encourage the member to reach out to Harmony at ************ to further discuss this matter.

• Initial Complaint

  Date:12/28/2022

  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.

  I reach out to scott credit union via email per contact information on their website to verify how to cancel or modify schedule payment. The person I was communicating with via email was very condensing. Is there a way to modify or cancel a payment online or is the only way to do so is to reach out to customer service by phone and not email.

  

  Business Response

  Date: 12/29/2022

  We sincerely apologize for Mr. ******'s most recent interaction via email with our Member Service team.  We strive to provide a positive experience with every member interaction, and we are sorry that we fell short during his recent experience.

  It is our understanding that our Contact Center Manager, Ms. ******* ***, has addressed Mr. ******'s concerns and offered assistance with his questions surrounding payment cancellations.  If Mr. ****** needs any further assistance, he may contact ******* directly at *************

• Initial Complaint

  Date:08/11/2022

  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.

  I made a payment on my 2013 ************* on July 11, 2022. Scott Credit Union cashed the check but didnt apply it towards my loan, they held onto my payment because i was 3 cents short, Scott credit Union sent a complaint to the credit reporting bureau because i was 3 cents short. Scott Credut union didnt contact me for weeks and now theyre requesting a $10 late fee for being 3 cents short on my payment. I believe the late charge is excessive and the complaint to the credit bureaus should be withdrawn.

  

  Business Response

  Date: 08/31/2022

  We appreciate this matter being brought to our attention.  We sincerely apologize for the inconvenience this matter has caused.  SCU has removed the delinquency from the credit reporting, and has also waived the late fee.  If you need any further assistance, please contact us directly at ************.  Thank you for the opportunity to correct this mistake.

  Customer Answer

  Date: 08/31/2022

  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. I called numerous times and sent numerous messages but Scott Credit Union would not cooperate with me on this issue.
  
  Sincerely,
  
  ***********************