Complaints

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

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SECU Credit Union, Inc. has 25 locations, listed below.

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• 

  SECU Credit Union, Inc.

  971 Corporate Blvd Hock Business Pk SECU Operations Center Linthicum Heights, MD 21090

• 

  SECU Credit Union, Inc.

  8603 Lasalle Rd Towson, MD 21286-5915

• 

  SECU Credit Union, Inc.

  8775 Cloudleap Ct Columbia, MD 21045-3044

• 

  SECU Credit Union, Inc.

  1322 National Hwy Cumberland, MD 21502-7605

• 

  SECU Credit Union, Inc.

  6011 Greenbelt Rd College Park, MD 20740-2315

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:12/28/2023

  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.

  When I pay my State employment credit card bill experian is not getting notified they have not been notified since June of this year

  Business Response

  Date: 01/02/2024

  Thank you
  for bringing this matter to our attention.  As a credit union, our
  paramount concern is always the service to our membership.  Due to privacy
  regulations, we are unable to provide any details of the events or supporting
  documents that are relevant to our members’ complaint. 
  
  We can
  report that we are reaching out to speak directly to our member regarding this
  situation and are attempting to directly address any issues that may remain. 

• Initial Complaint

  Date:12/20/2023

  Type:Service or Repair 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.

  On October 10,2023 I was due a credit from Ticketmaster for a ticket purchase of $227.35. That refund was sent to my credit card ending in ****. I contacted my credit card company the SECU of Maryland ************ on October 27, 2023, and was told that the credit for that amount of money was in the SECU account. The case was forward to the resolution department to move the money from an old account ending in **** to my current credit ending in 1815. I made several calls after that time and was told each time that the case would be expedited. It is now almost a month from the first call concerning this matter. I have not heard any more. I have made many attempts to get my refund credit on my new credit card and need your help

  Business Response

  Date: 12/20/2023

  Thank you
  for bringing this matter to our attention.  As a credit union, our
  paramount concern is always the service to our membership.  Due to privacy
  regulations, we are unable to provide any details of the events or supporting
  documents that are relevant to our members’ complaint. 
  
  We can
  report that we are reaching out to speak directly to our member regarding this
  situation and are attempting to directly address any issues that may remain. 

  Customer Answer

  Date: 12/20/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21031204, and find that this resolution is satisfactory to me. I want to add that Karen from SECU ###-###-#### made the adjustment to credit my account for the $227.35.
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:12/18/2023

  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.

  I am not liable for this debt with state employee credit union. I do not have a contract with state employee credit union, they did not provide me with the original contract as I requested. (Identity theft, Fraud)

  Business Response

  Date: 12/18/2023

  Thank you for bringing this matter to our attention.  As a credit union, our paramount concern is always the service to our membership.  Due to privacy regulations, we are unable to provide any details of the events or supporting documents that are relevant to our members complaint. 
  
  We can report that we are reaching out to speak directly to our member regarding this situation and are attempting to directly address any issues that may remain. 

  Customer Answer

  Date: 12/20/2023

   
  Complaint: 21018913
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********** ******

• Initial Complaint

  Date:12/11/2023

  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.

  This complaint is in reference to the unfair and unacceptable practices that this institution continues to place on its members. Their new credit card service has decided to randomly start selecting members and holding their payments and keeping there funds unavailable for an unwarranted amount of time, especially unacceptable during the Christmas shopping season. This time my credit card payment which was posted on the 7th of December that has not been made available to me as they said it was randomly selected for verification and wouldn't be avaliable until 13th. The payment was made via SECU Checking to SECU credit card in the amount of $1000. This payment was to be applied to my credit card to make my available credit accessible to pay my hotel bill as I am leaving the country for vacation tomorrow the 12th of December and have a hotel bill of $999.25 to pay upon arrival. SECU informed me on this past Saturday after I noticed that my available credit had yet to be updated after posting my payment that they randomly selected my payment for verification and has not been able to explain what kind of verification was needed as it was all internal SECU transactions. They instructed me to go to SECU member services as they maybe able to help get this cleared up, I did that this morning to only get my time wasted as they just called the credit card department and was just to be told the same thing except that it won't be available now until the 14th of December and was unable to remedy the issue, so useless. This severe inconvenience is prompting me to make arrangements to take all of my business elsewhere and away from this institution because the members experience or money is not a high priority.

  Business Response

  Date: 01/11/2024

  Thank you
  for bringing this matter to our attention.  As a credit union, our
  paramount concern is always the service to our membership.  Due to privacy
  regulations, we are unable to provide any details of the events or supporting
  documents that are relevant to our members’ complaint. 
  
  We can
  report that we will reach out to speak directly to our member regarding this
  situation and are attempting to directly address any issues that may remain.
  

• Initial Complaint

  Date:11/19/2023

  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.

  Secu credit Union filed a dispute after I told them I did not want to. October 3 2023 I spoke to an associate about why my account was in the negative. While trying to figure out what was going on I started to file and a dispute on a 400$ charge after the associate informed me that my card would be cancelled and they would mail me a new one I expressed that I no longer wanted to file the dispute. Monday November 13 a 400$ transaction was reversed from my **** ***. **** *** told me the bank filed a dispute. I spoke to another associate and informed them of the situation. I was told that records would be looked over and I would here back within 24-48 hours. I did not hear back and reached out via email to the associate and still no response. The money taken from my account caused me to miss several days of work and has also put me in debt. I closed my account with them after my card was stolen and someone committed fraudulent activity. They took about 500$ from my account which the bank expected me to pay back. I strongly believe this is the banks way of trying to get me to settle the debt on the account against my wishes. I feel I am owed what they took from me and what they cost me. If not for the unauthorized dispute then for all around theft. I feel like I was robbed twice. Once by whoever stole my card and again by the bank.

  Business Response

  Date: 11/21/2023

  Thank you
  for bringing this matter to our attention.  As a credit union, our
  paramount concern is always the service to our membership.  Due to privacy
  regulations, we are unable to provide specific details of the events or supporting
  documents that are relevant to our members’ complaint. 
  
  We can
  report that we are reaching out to speak directly to our member regarding this
  situation and are attempting to directly address any issues that may remain. 

  Customer Answer

  Date: 11/25/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: it is my account I should be able to access any and all details pertaining to it. I still have not been contacted by anyone from their establishment to resolve this issue despite them stating that I would. 
  
  
  
  Sincerely,
  
  
  
  ******** ******

  Business Response

  Date: 11/28/2023

  Thank you
  for bringing this matter to our attention.  As a credit union, our
  paramount concern is always the service to our membership.  Due to privacy
  regulations, we are unable to provide any details of the events or supporting
  documents that are relevant to our members’ complaint. 
  
  We can
  report that we are reaching out to speak directly to our member regarding this
  situation and are attempting to directly address any issues that may remain. 

• Initial Complaint

  Date:11/05/2023

  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.

  Double charged on my credit card for a single purchase through qvc for $69.98 around August of 2023. I received new credit cards from secu in mid September due to them changing credit card processors. I received a letter dated September ******* stating ************ We are in receipt of your credit card error notice for your credit card ending in ###5. Once our investigation is complete, we will notify you of our determination.Yours truly Secu operations Since that time, I have heard nothing and called countless times including today for over an hour. I spoke with 4 different people and even had one actually verify the double charge. After the verification , I was again transferred and had to start the process over again. I was put on hold 4 different times and never resolved the issue.I would like my money refunded or credited to my account. Unacceptable for an account holder since the 1970s.

  Business Response

  Date: 11/08/2023

  Thank you for bringing this matter to our attention.  As a credit union, our paramount concern is always the service to our membership.  Due to privacy regulations, we are unable to provide any details of the events or supporting documents that are relevant to our members complaint. 
  
  We can report that we are reaching out to speak directly to our member regarding this situation and are attempting to directly address any issues that may remain. 

• Initial Complaint

  Date:11/01/2023

  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.

  I recently opened an account with SECU because about a week ago. First thing I noticed was the $10.00 to fund the savings account just to open an account disappeared and is not accessible, but is somehow still there. I was told by a representative it's there just to be there, which is not something a customer wants to hear about their money that is inaccessible. Recently, I tried to make a transaction and was declined. I called customer service, but it was after hours so I was told that they were limited with the help they can offer. But, after speaking with two representatives, I was informed by both that somehow I was unable to withdraw a certain amount from account. this what odd because my attempted transaction was under $3.00. My issue is there isn't any transparency about anything? I have not accessed any feature to set a limit on what I spend and how much I can withdraw. So, why is my funds inaccessible if I didn't choose the option for it to be. I expected to make a major purchase, but I am in fear I'm not going to be able to do so because it seems SECU does whatever they want with your account or they just don't know how to operate the tech side of their establishment efficiently. Not only am I unable to access my funds, but I was not disclosed about anything pertaining to my account. There is no Welcome packet explaining their business functions and the benefits its members have. Because of that, I was unaware that I couldn't use the mobile check deposit feature until 90 days after my account is opened. I had to find out by calling, and still have yet to read that information anywhere. There is no option for you to lock your card and the app serves no purpose. I honestly don't feel secure banking with SECU just because of the non-disclosure of information and how the accessibility of my funds is handled. I plan on closing on closing my account before I lose money. Efficient customer support, transparency, and integrity is far gone.

  Business Response

  Date: 11/06/2023

  Thank you
  for bringing this matter to our attention.  As a credit union, our
  paramount concern is always the service to our membership.  Due to privacy
  regulations, we are unable to provide any details of the events or supporting
  documents that are relevant to our members’ complaint. 
  
  We can
  report that we are in the process of researching this complaint and will reach out to speak directly to our member regarding this
  situation and are attempting to directly address any issues that may remain. 

  Bureau Response

  Date: 11/07/2023

  Corey *******
  
  
  
  -*** *****
  
  
  
  
  
  Dear Corey *******:
  
  
  
  This message is in regard to your complaint submitted on 11/1/2023 against SECU Credit Union, Inc..  Your complaint was assigned ID ********. 
  

   

  
  

  BBB has received a formal response
  from SECU Credit Union, Inc.. We ask that you review the response and understand that BBB
  is here to assist both parties in reaching a fair and reasonable resolution.

  
  

  
  

  Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.

  
  

  Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.

  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  
  To access/respond to this complaint online:
  
  Go to: ****************
  Enter the following code: **************

  
  

  Sincerely,

  
  

  Wanda *******
  **************************
  
  

  
  
  
  MESSAGE FROM BUSINESS:
  
  
  
  Thank you
  for bringing this matter to our attention.  As a credit union, our
  paramount concern is always the service to our membership.  Due to privacy
  regulations, we are unable to provide any details of the events or supporting
  documents that are relevant to our members’ complaint. 
  
  We can
  report that we are in the process of researching this complaint and will reach out to speak directly to our member regarding this
  situation and are attempting to directly address any issues that may remain. 

  Bureau Response

  Date: 11/12/2023

  Jeanne Lay
  SECU Credit Union, Inc* *** ********* **** **** ******** ** **** ********** ******
  ********* ******* ** *****
  
  
  
  
  
  
  Re: ID * ******** * Corey *******
  
  
  
  Dear Jeanne ****
  
  
  
  Thank you for your recent response to Corey *******. We have not yet heard from the consumer and are closing this case as answered.
  
  
  
  Following our usual procedure, BBB notified the consumer of your response and requested notification of whether or not a satisfactory resolution had been reached.  Unfortunately, the consumer has not notified our office if they are satisfied. BBB has determined that your company has addressed the issues within the complaint; therefore we have closed this case in our files. This matter will appear in your BBB Business Profile as: "Answered - The Business addressed the issues within the complaint, but the consumer did not accept the response, OR BBB has not heard back from the consumer as to their satisfaction."
  
  
  
  The text of your response may be publicly posted on BBB's website. BBB reserves the right to not post in accordance with BBB policy, and we may edit your response to protect privacy rights and to remove inappropriate language. 
  

   

  
  

  In the event the consumer contacts BBB again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer. 
  
  
  
  Sincerely,
  
  
  
  Wanda *******
  **************************
  
  

  Bureau Response

  Date: 11/12/2023

  Corey *******
  
  
  
  * ** *****  
  
  
  
  
  
  Re: ID * ********* SECU Credit Union, Inc.
  
  
  
  Dear Corey *******,
  
  
  
  We have not received your response to confirm this complaint has been resolved. Therefore, this complaint has been closed and will appear in the company's BBB Business Profile as: “Answered- BBB has not heard back from the consumer as to their satisfaction with the business's response.” 
  
  
  
  Please know that BBB is always available to discuss your case and review additional information. Thank you for using BBB's Marketplace Services.
  
  
  
  Sincerely,
  
  
  
  Wanda *******
  **************************
  
  
  

• Initial Complaint

  Date:10/19/2023

  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.

  Subject: Request for Refund - Discrepancy in Overdraft Charges
  
  Dear BBB,
  
  I hope this email finds you well. My name is ***** ***** and I am writing to discuss a discrepancy in the overdraft charges on my account with SECU Maryland.
  
  According to my agreement with SECU Maryland, an overdraft was not specified as a fee. However, I have recently been charged a total of $240 for overdrafts. This charge goes against the terms outlined in my agreement.
  
  I kindly request a refund for the unauthorized overdraft charges, as they do not align with the terms stated in my agreement. I have always been diligent in managing my finances, and it is important to me that this issue is resolved in a fair and timely manner.
  
  I kindly request your assistance in rectifying this matter as soon as possible. I am confident that with your help, we can come to a satisfactory resolution.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  Habte Gosa

  Business Response

  Date: 01/11/2024

  Thank you
  for bringing this matter to our attention.  As a credit union, our
  paramount concern is always the service to our membership.  Due to privacy
  regulations, we are unable to provide any details of the events or supporting
  documents that are relevant to our members’ complaint. 
  
  We can
  report that we have forwarded a written response directly to our member
  regarding this situation and are attempting to directly address any issues that
  may remain.

• Initial Complaint

  Date:09/22/2023

  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.

  Subject: Erroneous Charges - Request for Refund Dear BBB,I hope this email finds you well. I am writing to bring to your attention an issue regarding recent charges on my account. On 9/18/2023, there were six separate charges made, each amounting to $30, resulting in a total of $180. However, these charges were made without my consent or agreement.I had previously agreed to an overdraft fee waiver, which should exclude charges such as these. Therefore, I kindly request that you promptly rectify this situation by refunding the total amount back to my account.I appreciate your prompt attention to this matter and expect a swift resolution. Thank you for your understanding and cooperation. Please feel free to contact me if you require any further **************** regards,***** ****

  Business Response

  Date: 09/25/2023

  Thank you for bringing this matter to our attention.  As a credit union, our paramount concern is always the service to our membership.  Due to privacy regulations, we are unable to provide any details of the events or supporting documents that are relevant to our members complaint. 
  
  We can report that we are reaching out to speak directly to our member regarding this situation and are attempting to directly address any issues that may remain. 

  Thank you,

  SECU Credit Union of MD

• Initial Complaint

  Date:09/08/2023

  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.

  SECU is taking money from my 2 Savings Accounts and not giving me any explanation.

  Business Response

  Date: 09/12/2023

  Thank you for bringing this matter to our attention.  As a credit union, our paramount concern is always the service to our membership.  Due to privacy regulations, we are unable to provide any details of the events or supporting documents that are relevant to our members complaint. 
  
  We can report that we are reaching out to speak directly to our member regarding this situation and are attempting to directly address any issues that may remain. 

  Customer Answer

  Date: 09/13/2023

   
  Complaint: 20571558
  
  I am rejecting this response because:  SECU is playing phone tag with me, rather than trying to resolve this matter in writing.  They could respond to my messages I have left on the online banking site, but they choose to not answer my question about where my money went in my 2 savings accounts.  They simply state "See previous messages".   Totally unacceptable... I have tried to talk with at least 2 supervisors over the phone and they do not give me an answer as to what happened to my money.  Over the past 5+ years or more I have seen money go into my additional savings every 2 weeks and then be transferred into my checking account.  However, this has stopped for no apparent reason.  I do not trust this organization any longer with my money.  I have closed my checking account at ********************** and as soon as I can find another option to pay off the SECU credit card and transfer the remainder of what I owe for my Home Equity Line of Credit, I will be closing all accounts.... I have been a member of SECU since the mid-1990's, what a joke.... 
  
  Sincerely,
  
  ******** *******

  Business Response

  Date: 09/14/2023

  Please ask Ms. ******* to call ******* ******-*******/Operations Specialist at ************.

   Thank you 

  Customer Answer

  Date: 09/23/2023

  I previously submitted my response to this complaint - I was not satisfied with SECU's initial response and was not going to accept any further phone calls to try and resolve this problem.  Please update my case to reflect that I responded to this.  You have not accurately finalized my response - I responded - I did not accept SECU's response...