Complaints
This profile includes complaints for Signal Financial Federal Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 6 total complaints in the last 3 years.
- 3 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:11/14/2023
Type: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.
Today, November 14,2023 I called ###-###-#### where the first 4 times I received a recording then was disconnected. The 5th time I was 9 in the cue which took 45 minutes to be connected. I spoke to ******* in Member Services, who had to place me on hold more than once because he could not understand why my mortgage payment was paid on the 13th of November and then returned on the 13th of November all to my Mortgage company. He finally advised information that was never provided to the customers per his statement. He stated that in July the system got an update and all overdrafts which were covered, mine up to $700, since I have been a member for over 23 years; now only cover $100 to $500. It is up to the management according to *******. I then asked him to look at a payment on November 1,2023 for my Daughter's tuition which my account clearly over $100 and $500 overdraft. He then stated it could be changed at anytime. In other words, this banking institution practices what it wants whenever it wants without future notice to the customers who have been members longer than most of the employees themselves. In turn, this poor customer service new practice caused my mortgage payment to incur a return check fee. And after speaking to other long-time members after the phone conversation, I am not the only one who has experienced these new, non-documented-to-the-customer practices. I asked for the name of the Supervisor and Manager because ******* said one would return my call. When I asked for their names, he advised they only had a manager named ******, and she was unavailable. I accredit extreme phone waits, lack of chat available personnel, and no immediately available managers to these new changes not relayed to the customers.
Business Response
Date: 11/30/2023
November 30, 2023
Dear ***** ***************,
This letter responds to your letter to the Better Business Bureau regarding challenges in contacting Signal Financial, in addition to a return check fee.
Please find below our response to your concern:
We appreciate your patience regarding our system upgrades that occurred from Friday, July 14th to Monday, July 17th, 2023. We apologize for the complications you experienced while attempting to contact us regarding your account. We did our best to communicate alternative methods of communication as we anticipated an increased call volume due to our upgrades and new member experience. These methods were communicated via email, though our company website and via voicemail automated recordings to all members. Each communication reviewed some or all the following:
“Should you have any questions on our technology upgrade, please feel free to reach out to Signal at the following:
• Digital Member Support: ###-###-####
• Consumer Lending: ###-###-####
• Loan Servicing: ###-###-####
• Mortgage: ###-###-####
You can also reach a Signal Financial team member by emailing us at: [email protected].”
Regarding your concern surrounding the recent changes at Signal Financial, we are currently showing the most recent updates on our company website titled under “Recent Changes at Signal Financial”. The link is attached to assist you ****************. Please know, we are continuing to update this page with all the recent updates to our members to ensure they have a consolidated location to keep track of all the enhancements that have been announced through physical mail, email, in person and digital interactions, and our company website.
Regarding your concern surrounding the recent changes at Signal Financial, we are currently showing the most recent updates on our company website titled under “Recent Changes at Signal Financial”. The link is attached to assist you ***********************************upcoming-changes. Please know, we are continuing to update this page with all the recent updates to our members to ensure they have a
We encourage you to contact us if you have any questions regarding the items above in addition to any other financial needs. We thank you for allowing us the opportunity to assist you in your financial journey.
Respectfully,
The Signal Financial FCU Member Services Resolution TeamCustomer Answer
Date: 12/04/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ********
I am rejecting this response because: The letter provided was general information and does not address my account. The references are also general information. My letter was in regards to my account and when it changed. This did not occur in July.
Regards,
****************************************Business Response
Date: 12/12/2023
December 12th, 2023
Dear ***** ***************,
This letter responds to your additional response to the Better Business Bureau regarding your account.
Please find below our response to your concern:
Thank you for your response regarding the prior notice that was sent out by the credit union. We appreciate your business and usage of your signal accounts.
The overdraft privilege is a courtesy pay, and is not guaranteed service, as it is a courtesy. The amount of courtesy pay, or overdraft privilege can change at any time. Since this is a courtesy feature the credit union is not required to notify of the amount or if there is a change.This service should not be relied upon, as there are other options available that may better suit our members. In addition, the lowering of limits may occur as the credit union is not here to fee our members, and instead looks to offer solutions to assist them and their needs.
Due to the excessive overdraft activity on the account mentioned prior, we are unable to refund any fees since this was not a result of credit union error. Before authorizing payments, the funds should be available in the account. The overdraft privilege is simply a courtesy, but that courtesy can be removed at any time.
We apologize for any inconvenience this may have caused you. We are happy to explore other solutions with you to assist you with this need now and in the future. Thank you for allowing us the opportunity to assist you in your financial journey.
Respectfully,
The
Signal Financial FCU Member Services Resolution TeamInitial Complaint
Date:05/02/2023
Type: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.
On April 28th, streaming services ***** and **** withdrew amounts $8.99 and $8.47 from my ****** which is also connected to my Signal Financial account. On the same day, I spoke with representatives from both streaming services and canceled my subscriptions, where BOTH were refunded to me on the same day. I have a record of it on my ******. However, on May 1st, just yesterday I woke up to both amounts being withdrawn from my savings account. On my statement it says ****** transactions but ****** has no recollection of it past the 28th and it still says refunded on my transactions list. So I'm trying to see why Signal allowed the money to be removed 3 days later, and why it hasn't been returned? Also, I've been trying to reach Signal today for over an hour and the member services department has closed the queue and refuse to answer the phone. How are customers supposed to reach a company that is not responsive or responsible? I'm tired of this because this isn't the first time I've experienced difficult to no communication.Business Response
Date: 05/15/2023
May 15, 2023
Dear ****** ****,
This letter responds to your letter to the Better Business Bureau regarding a refund request dated May 2nd, 2023.
Please find below our response to your concern:
Our records indicate that funds were withdrawn by ****** via ACH on Monday, May 1st. This is due to the transaction originating on Friday, April 28th via ******’s request and processing the next business day, Monday, May 1st. We show a charge for $8.47, but we are not showing any charge for $8.99.
Because the request came from ****** to withdrawal the funds, it is up to ****** to refund you. Signal Financial can assist you in stopping the payment of unauthorized items by completing a Stop Payment request through our teller phone system, eBanking access, or employee assisted via a branch or our Member Services channels. Unfortunately, without the notification of items that you would like and not like to be paid, we are unable to properly ensure only the transactions that you have authorized will go through. By providing your account information to third parties that authorization is given for them to withdrawal from your account.
We are happy to set a time to review your current situation to ensure your account is set up with the appropriate parties to best protect you moving forward.
Thank you for choosing Signal Financial Federal Credit Union and giving us an opportunity to serve you!
Respectfully,
The Signal Financial FCU Member Services Resolution TeamCustomer Answer
Date: 05/16/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
****** ****Initial Complaint
Date:04/29/2023
Type: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.
In December, I tried to pay my credit card bill and was unable to due to a change in the website not having my bank account info for the transfer. I did not have time and thought I would revisit it, but forgot until I tried to pay my bills in January.I figured out how to add the bank account to the new system and received confirmation that it had updated, but it was not there. I added it again, and got confirmation, but it still was not there. I called the credit card support and was told that I may not be able to pay in the same way and that this would b escalated. I never heard back.I have called in again and have since learned that the account was closed without anyone leaving me a message on my cell, emailing or texting me. On my subsequent attempts to resolve this, I have been told that I would need to talk to collections to talk about not being charged any fees for this since I was not contacted. I have left a message for the collections department and multiple representatives have tried to call to transfer me, but they have not answered the line.I want to pay what I owe on my credit card without any fees so that I can put this business behind me. I would also like to make sure that anything reported on my credit (if any) is withdrawn so that it does not impact my score.Business Response
Date: 05/11/2023
May 11, 2023
Dear *********** ********,
This letter responds to your letter to the Better Business Bureau regarding a collections dispute dated April 29, 2023.
Please find below our response to your concern:
Our records indicate that we have attempted to contact you 7 times from November 11, 2022, thru January 2, 2023, regarding a delinquency matter. Unfortunately, we were not able to connect during that time, causing the delinquent item to become charged-off on February 22, 2023, after 100 days of delinquency.
We will have a Collections Manager contact you at the information provided to assist you in the settlement of the charged-off account.
We thank you for using Signal Financial Federal Credit Union and giving us the opportunity to serve you.
Respectfully,
The Signal Financial FCU Member Services Resolution TeamCustomer Answer
Date: 05/17/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
***************************************
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