Business Profile

Credit Union

SECU Credit Union, Inc.

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

81 total complaints in the last 3 years.
27 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:09/07/2023
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.
On 8/31 I attempted to close a loan I was awarded through the MD Dept of Disability. The loan needs to be closed through a SECU branch and is guaranteed by the State of Maryland (no risk to SECU). I am being blocked from closing this loan due to not being in good standing with the credit union. My last transaction with them was when I paid off a car in 2013. The car loan was satisfied and when we paid it off we had a zero balance (as confirmed by the bank rep). Now I am being told that there is an old debt from 2008 that has resurfaced and because of it I can’t proceed with the closing. However, there is no documentation provided on the loan, it can’t be paid because they have to find it first, there is no way to call whoever it is in archiving that can pull it up. I was never contacted about this debt after closing my loan in good standing. I met all the requirements for the loan and was approved for a vehicle I need to work but it’s being blocked because per the bank rep during COVID they reinstated archived accounts…I’m at a total loss right now.
Bureau Response
Date: 09/08/2023
Colleen *****
SECU Credit Union, Inc.

*** ********* **** **** ******** ** **** ********** ******
********* ******* ** *****

Dear Colleen *****:



Better Business Bureau (BBB) received a complaint about your business. BBB understands that there are two sides to every dispute, and we have not pre-judged the validity of this claim. This is your opportunity to address the concerns of your consumer and to rebuild the trust that first brought you together. BBB seeks to help businesses resolve their disputes, whether or not they are accredited with BBB. The complaint was submitted on 9/7/2023 and was assigned an ID of *********

How do I take care of this?

Your BBB is requesting a written response to this complaint within the next 7 calendar days. Your prompt and professional response greatly enhances the chance for a successful resolution and will further your reputation as a BBB Accredited Business. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left.  All responses will be copied to the complainant.

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: **************

What should I include in my response?

Please provide an explanation of the events from your perspective and/or a concrete plan for how to work toward a resolution. Remember that the more factual information we have about the case, the easier it is for all parties to develop a full understanding of the situation.

Please understand that the complaint content and your response may be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.

What will happen if I do not submit a response and what can I expect to happen next?

If you do not respond promptly to this complaint, it may be closed as Unanswered. This may result in a substantially lower rating with BBB, which could adversely influence potential customers. Once we receive your response, we will forward it to your customer and ask them to tell us in writing whether your response resolves their concerns. If they continue to express dissatisfaction, the case will be reviewed by BBB staff to determine if the remaining concerns warrant an additional response. The overall standard applied in the review process is: Did the company act in good faith, and do everything that could be reasonably expected, or is responsible for, to resolve the issue?

We look forward to helping you and your customer work toward an amicable resolution.

Sincerely,

Lisa ****
Dispute Resolution Team Leader
***********************

Phone: ###-###-####

CUSTOMER EXPERIENCE INFORMATION

Customer Information:

Tiffany *****

* ** *****

Daytime Phone: ###-###-####
E-mail: *****************

The details of this matter are as follows:

Complaint Involves:
Contract Disputes

Customer’s Statement of the Problem:

On 8/31 I attempted to close a loan I was awarded through the MD Dept of Disability. The loan needs to be closed through a SECU branch and is guaranteed by the State of Maryland (no risk to SECU). I am being blocked from closing this loan due to not being in good standing with the credit union. My last transaction with them was when I paid off a car in 2013. The car loan was satisfied and when we paid it off we had a zero balance (as confirmed by the bank rep). Now I am being told that there is an old debt from 2008 that has resurfaced and because of it I can’t proceed with the closing. However, there is no documentation provided on the loan, it can’t be paid because they have to find it first, there is no way to call whoever it is in archiving that can pull it up. I was never contacted about this debt after closing my loan in good standing. I met all the requirements for the loan and was approved for a vehicle I need to work but it’s being blocked because per the bank rep during COVID they reinstated archived accounts…I’m at a total loss right now.

Desired Settlement:
Billing Adjustment

Bureau Response
Date: 09/08/2023
Tiffany *****

* *** *****

Dear Tiffany *****:

Thank you for contacting the Better Business Bureau. This message is in regard to your complaint submitted on 9/7/2023 against SECU Credit Union, Inc.. Your complaint was assigned ID *********

Now that I have filed, what is the next step?

We have forwarded your complaint to the business for their response. We have asked the business to reply promptly, but some disputes may take longer than others to conclude. Please be patient as we work to ensure that your concerns are addressed.

What if I do not agree with the response from the business?

It is important for both parties to maintain realistic expectations and respond in a professional, fair and courteous manner. Our goal is for you and the business to be able to work towards an amicable solution. Should this prove difficult, we may offer you and the business the opportunity to participate in binding arbitration. More information about these options can be found at www.bbb.org

What happens if a business does not respond?

BBB will make every effort to obtain a response from the business, but some businesses simply do not ever contact us. BBB is not an enforcement agency. We cannot force a business to respond. However, failure to do so may result in a negative impact on their BBB rating, which may drive away future customers. BBB can also refer you to other agencies that may be able to assist you, depending on the specific nature of your complaint.

Feedback from consumers is vital to BBB. We appreciate your willingness to report this information to us. We look forward to helping you and the business work toward a resolution. Please do not hesitate to contact us with any additional questions or concerns.

Sincerely,

Lisa ****
Dispute Resolution Team Leader
***********************

Phone: ###-###-####
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.
Bureau Response
Date: 09/13/2023
Colleen *****
SECU Credit Union, Inc.
*** ********* **** **** ******** ** **** ********** ******
********* ******** ** *****

Dear Colleen *****:

This message is regarding complaint ID ******** filed on 9/7/2023.

Below are some points that BBB needs clarification on before moving forward.

****Please provide date the consumer will be contacted regarding this complaint.****

Please provide written clarification within 5 business days.

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: **************

Once your correspondence has been received, BBB will continue the conciliation process.

Thank you for your prompt reply.

Sincerely,

Lisa ****
Dispute Resolution Team Leader
***********************

Phone: ###-###-####

Business Response
Date: 09/14/2023
The member will receive a written response within 30 days from the date we received the complaint. This complaint was received on 9/13/2023.
Bureau Response
Date: 09/15/2023
Tiffany *****

*** *****

Dear Tiffany *****:

This message is in regard to your complaint submitted on 9/7/2023 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,

Lisa ****
Dispute Resolution Team Leader
***********************

Phone: ###-###-####

MESSAGE FROM BUSINESS:

The member will receive a written response within 30 days from the date we received the complaint. This complaint was received on 9/13/2023.
Bureau Response
Date: 09/20/2023
Colleen *****
SECU Credit Union, Inc. *** ********* **** **** ******** ** **** ********** ******
********* ******* ** *****

Re: ID * ******** - Tiffany *****

Dear Colleen *****:

Thank you for your recent response to Tiffany ****** 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,

Lisa ****
Dispute Resolution Team Leader
***********************

Phone: ###-###-####
Bureau Response
Date: 09/20/2023
Tiffany *****

** *****

Re: ID * ********* SECU Credit Union, Inc.

Dear Tiffany *****,

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,

Lisa ****
Dispute Resolution Team Leader
***********************

Phone: ###-###-####
Initial Complaint
Date:09/06/2023
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.
This is about a 5 year CD account coming due on Aug 22. With no action the account would roll back into another 5 year CD. I called 2 times and told them I wanted it rolled into my money marke account, I was assured it would be rolled into the money market account on the morning of Aug 22 some of could not be moved till then. Today Septth I receive a letter stating the account rolled back into another 5 year cd with a year's worth of interest deducted if the money is taken out within the next 5 years. After multiple attempts to contact secu I'm unable to get customer service at all. Wait time is over an hour
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 are reaching out directly to our member regarding this situation and are attempting to directly address any issues that may remain.
Business Response
Date: 09/14/2023
The member will receive a written response within 30 days of receipt of the complaint. This complaint was received on 9/13/2023.
Initial Complaint
Date:08/21/2023
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.
This is to seek your intervention with respect to a $10,000 which I initiated on July,,11th 2023 with my bank, State Employees Credit Union of Maryland (SECU), to my brother's account for a project in *******. Till date, the funds have not been received in *******, and in spite of my phone instruction on July, 19th, 2023, to recall and cancel the transaction, my SECU account is yet to be ************************ as well. I have also made several phone calls regarding the refund, each time I have been told a different story. In one of such phone calls, I requested for telex copy of the transaction to enable me track the transfer, but the request was denied because a recall has been initiated. I sent an e-mail to them on 9/18/2023 for the refund, only to be told that it is my responsibility to contact the receiving bank to enquire when the fund will be returned. Kindly use your good offices to intervene in this matter, as it seems no effort is being made by the bank to retrieve the money. Yours sincerely, ******** *****
Business Response
Date: 08/30/2023
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:08/16/2023
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 8/10/23, my online banking balance reflected my employers direct deposit available to be used approximately 10 p.m. I performed three transactions 8/11/23, approximately 1:30 a.m. that resulted in three $30 non-sufficient funds fees totaling $90 which my balance still reflected by direct deposit. This not the first time this has happen because I called about this a month or so prior and was told it shouldn't have happened. Sorry to say it has and left me less $90 in my account when attempting to pay my bills. Spoke with a call center representative who then forwarded me to a supervisor 8/16/23, regarding my issue. I was granted two of the three fee's charged with the threat of no more fee's being honored after today for a year. I don't feel I should be responsible as it is a result to a system error on their end provided falsified balance information. Evidence provided within this complaint was also provided to SECU as of 8/16/23. I remaining fee refunded back since this obviously is an error on their part providing false balance/funds availability information and the recorded wiped from account history.
Business Response
Date: 08/29/2023
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:08/07/2023
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.
a. late July I was notified that Secu MD pulled my chexsystems 4 times. I only gave permission for 1 inquiry.b. The ChexSystems Consumer Score ranges from 100 to 899. These multiple inquiries caused my score to go down c. I was then denied banking by another financial institution due to Secu MD pulling my chexsystems report 4 times d. I was not e-mailed or phoned by Secu MD and could not log into online banking to fund my account. There were multiple errors about 'account unknown.' I phoned customer service and was told my account was closed.e. I then received a phone call from ************, where the caller gave no name and no return phone number (only have caller ID)and the voicemail said to 'take it up with chexsystems'f. Chexsystems is a 3rd party that collects data on consumers. SECU MD may have contracts with ***********. I did not.g. I was then told that my account was not closed and I must try online bank again. I did and received the same unknown account result. I sent proof of this to Secu MD.h. Late July, when I was approved as a member,I had notified the federal government to send an ACH transfer to Secu MD. This transfer is in jeopardy due my banking features being disabled.i. I was then told that there is an ALERT on my chexsystems that needs to be removed. There was NO Alert, and I provided the audio conversation to Secu MD.f. I was then contacted again by the fraud department saying they have a record of 2 inquiries but not 4 inquiries, and to 'take it up with chexsystems' and they had no interest in obtaining the document showing 4 inquiries, which I still sent to Secu MD So currently I am very concerned that my banking relationships have been damaged, and that I am being locked out of my Secu MD account,with different employees telling me falsehoods:a. remove the chexsystems alert (there is no alert)b. 'You can login' - (no, I can't)c. what will happen to the incoming government ACH?I have asked for this to be escalated to credit union supervisory committee (or equivalent),with no indication that it has.***** M Member#: *******
Business Response
Date: 08/15/2023
Dear Mr. *********************** 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.
**** *****
AVP, Market Manager
SECU MD
Customer Answer
Date: 08/20/2023

Complaint: 20431209

I am rejecting this response because: On Monday August 14th, I had emailed **** ***** at *************************************** the following link:
************************************************************************************
This link shows a series of LIES by secumd.
a. that I could access my account (screenshots show my account was disabled)
b. that there were 2 inquiries to chexsystems (screenshows show 4 inquiries by secumd)
c. that there was an alert on chexsystems (audio recording from chexsystems employee saying there was NO alert)
SecuMD has a flawed system. Instead placing a potential new member in QUEUE, in order to run a chexsystems report, they allow for repeated chexsystem inquiries EVEN THOUGH the member did NOT apply for multiple products. This is a serious flaw in the system, that costs SECUMD money (because multiple consumer pulls EQUALS wasted money) AND it also lowers the member's consumer score with chexsystems, damaging their ability to get banking elsewhere.
THIS COMPLAINT HAS NOT BEEN RESOLVED

Sincerely,

***** *********
Business Response
Date: 08/30/2023
Dear Mr. *********************** 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 spoken directly to our member regarding this situation and are attempting to directly address any issues that may remain.
Initial Complaint
Date:08/07/2023
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 reached out to Secu because ***** keeps charging my account for subscriptions that are NOT ACTIVE. I provided proof in the message center on SECU site to a representative that ***** would be refunding me my money. They needed to see this proof. The representative on revered 2 charges of the $30 overdraft fees. Keep in mind that per false transaction from ***** there is a $30 insufficient fund fee PER TRANSACTION. I took a look at my account this morning and saw there were 5 $30 insufficient fund fees posted!!!! I am beyond ******. All a representative a Secu keeps telling me is that I am over the limit of $30 reversals which is ******** BECAUSE THESE ARE NOT AUTHORIZED CHARGES! I need for them to reverse each of these. $30 fees back to my account. I have proof of both! Not just 2 reversals! I will gladly close this account an go elsewhere!
Business Response
Date: 08/14/2023
We are able to report that we have spoken directly to our member regarding this situation and are attempting to address directly any issues that may remain.
Thank you,
Business Response
Date: 08/14/2023
We are able to report that we have spoken to our member regarding this situation and are attempting to address directly any issues that may remain.
Initial Complaint
Date:08/01/2023
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.
I am writing to bring to your attention an issue regarding my bank account with *************************. As per my agreement, there should be no fees for overdrafts. However, I have been charged a penalty of $30, three times now, due to insufficient funds. Unfortunately, this has resulted in my bank balance being in the negative by $300.I have tried to address this matter through the banks app, but I am unable to find an option to request a limit or seek resolution for these excessive fees. The substantial amount of fees incurred has caused me significant financial loss. Please get attachment I would appreciate it if you could kindly look into this matter and provide a swift resolution to rectify the situation. I believe this issue is not only impacting me, but it also affects the overall customer experience with your bank. I trust that you understand the importance of maintaining a fair and transparent banking environment, especially for your valued customers.Thank you for your attention to this matter, and I eagerly await your prompt response.
Business Response
Date: 08/11/2023
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 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:08/01/2023
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.
Good evening I reached out to SECU to get information on a debt that I am trying to pay off and requested a charge of letter indicating when the debt was charge offed. Account number 60101831. I am working with a lender to pay off the debt but they refuse to give me a documentation indicating when the debt was charged off. My lender needs this information in order to move forward I have reached out to them on 6/7/23, 6/13/23, 7/24/23 and 7/31/23 they only provide me with a payoff. I need a document for the charge off.
Bureau Response
Date: 08/02/2023
Colleen *****
SECU Credit Union, Inc.

*** ********* **** **** ******** ** **** ********** ******
********* ******* ** *****

Dear Colleen *****:



Better Business Bureau (BBB) received a complaint about your business. BBB understands that there are two sides to every dispute, and we have not pre-judged the validity of this claim. This is your opportunity to address the concerns of your consumer and to rebuild the trust that first brought you together. BBB seeks to help businesses resolve their disputes, whether or not they are accredited with BBB. The complaint was submitted on 7/31/2023 and was assigned an ID of ********.

How do I take care of this?

Your BBB is requesting a written response to this complaint within the next 7 calendar days. Your prompt and professional response greatly enhances the chance for a successful resolution and will further your reputation as a BBB Accredited Business. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left.  All responses will be copied to the complainant.

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: **************

What should I include in my response?

Please provide an explanation of the events from your perspective and/or a concrete plan for how to work toward a resolution. Remember that the more factual information we have about the case, the easier it is for all parties to develop a full understanding of the situation.

Please understand that the complaint content and your response may be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.

What will happen if I do not submit a response and what can I expect to happen next?

If you do not respond promptly to this complaint, it may be closed as Unanswered. This may result in a substantially lower rating with BBB, which could adversely influence potential customers. Once we receive your response, we will forward it to your customer and ask them to tell us in writing whether your response resolves their concerns. If they continue to express dissatisfaction, the case will be reviewed by BBB staff to determine if the remaining concerns warrant an additional response. The overall standard applied in the review process is: Did the company act in good faith, and do everything that could be reasonably expected, or is responsible for, to resolve the issue?

We look forward to helping you and your customer work toward an amicable resolution.

Sincerely,

Serigne ****
Dispute Resolution & Investigations Specialist
***********************

Phone: ###-###-####

CUSTOMER EXPERIENCE INFORMATION

Customer Information:

Tanya *****

**** ****** **
********** ** *****

Daytime Phone: ***********
E-mail: ******************

The details of this matter are as follows:

Complaint Involves:
Customer Services Issues

Customer’s Statement of the Problem:

Good evening I reached out to SECU to get information on a debt that I am trying to pay off and requested a charge of letter indicating when the debt was charge offed. Account number 60101831. I am working with a lender to pay off the debt but they refuse to give me a documentation indicating when the debt was charged off. My lender needs this information in order to move forward I have reached out to them on 6/7/23, 6/13/23, 7/24/23 and 7/31/23 they only provide me with a payoff. I need a document for the charge off.

Desired Settlement:
Other (requires explanation)

Contact by the business; Explanation of charges

Bureau Response
Date: 08/02/2023
Tanya *****

**** ****** **
********** *** *****

Dear Tanya *****:

Thank you for contacting the Better Business Bureau. This message is in regard to your complaint submitted on 7/31/2023 against SECU Credit Union, Inc.. Your complaint was assigned ID *********

Now that I have filed, what is the next step?

We have forwarded your complaint to the business for their response. We have asked the business to reply promptly, but some disputes may take longer than others to conclude. Please be patient as we work to ensure that your concerns are addressed.

What if I do not agree with the response from the business?

It is important for both parties to maintain realistic expectations and respond in a professional, fair and courteous manner. Our goal is for you and the business to be able to work towards an amicable solution. Should this prove difficult, we may offer you and the business the opportunity to participate in binding arbitration. More information about these options can be found at www.bbb.org

What happens if a business does not respond?

BBB will make every effort to obtain a response from the business, but some businesses simply do not ever contact us. BBB is not an enforcement agency. We cannot force a business to respond. However, failure to do so may result in a negative impact on their BBB rating, which may drive away future customers. BBB can also refer you to other agencies that may be able to assist you, depending on the specific nature of your complaint.

Feedback from consumers is vital to BBB. We appreciate your willingness to report this information to us. We look forward to helping you and the business work toward a resolution. Please do not hesitate to contact us with any additional questions or concerns.

Sincerely,

Serigne ****
Dispute Resolution & Investigations Specialist
***********************

Phone: ###-###-####
Business Response
Date: 08/04/2023
Dear Sir/Madam:

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.
Bureau Response
Date: 08/10/2023
Tanya *****

**** ****** **
************ *****

Dear Tanya *****:

This message is in regard to your complaint submitted on 7/31/2023 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,

Serigne ****
Dispute Resolution & Investigations Specialist
***********************

Phone: ###-###-####

MESSAGE FROM BUSINESS:

Dear Sir/Madam:

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.
Customer Answer
Date: 08/10/2023

Complaint: ********

I am rejecting this response because: this is not the information that I requested, SECU has placed a lien on my title in order for me to get it paid off I need a letter or email indicating when the item was charged off. With my name and charge off date. Why is is so hard for them to provide information.

Sincerely,

Tanya *****
Bureau Response
Date: 08/14/2023
Colleen *****
SECU Credit Union, Inc.
*** ********* **** **** ******** ** **** ********** ******
********* ******* ** *****

Dear Colleen *****:

This message is in regard to a complaint submitted to the BBB about your business on 7/31/2023 by Tanya *****. This complaint was assigned ID *********

Why am I receiving another letter regarding this complaint?

We recently received additional correspondence from the consumer in the above-referenced case. The information has been reviewed by your consultant and we believe this information warrants some additional remarks from your company.

How do I see the new information?

If received via email the fastest and easiest way to view and respond to the complaint is to use the link on the left.

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* **************

What should I include in my response to the consumers rebuttal?

Please respond to the additional information that has been provided by the consumer. If you have not already done so, please submit copies of supporting documents to your BBB using the contact information at the bottom of this correspondence. Please understand that the complaint content and your response will be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.

In the interest of time and good customer relations, please respond within 5 calendar days.

How many more times will I have to respond to this complaint?

We appreciate the response you have already provided and our goal is to minimize back-and-forth communication. The new information provided by the consumer may have brought up new concerns that your BBB consultant felt needed some clarification. By providing this information, you are allowing BBB to develop a more complete picture of the situation and how to move forward.

Generally, resolving a complaint requires both parties to move from their current position to a middle ground. In your response, please state your position and if possible indicate what steps can be taken by both parties to resolve this matter. If necessary, the BBB will offer its mediation and/or arbitration services to bring a close to this matter.

We look forward to your prompt attention to this matter.

Sincerely,

Serigne ****
Dispute Resolution & Investigations Specialist
***********************

Phone: ###-###-####

MESSAGE FROM CONSUMER:

Complaint* ********

I am rejecting this response because: this is not the information that I requested, SECU has placed a lien on my title in order for me to get it paid off I need a letter or email indicating when the item was charged off. With my name and charge off date. Why is is so hard for them to provide information.

Sincerely,

Tanya *****
Business Response
Date: 08/14/2023
Dear Sir/Madam:

Thank you for bringing this matter to our attention. As a credit
union, our paramount concern is always the service to our membership. We
can report that we have forwarded a written response via regular mail on Thursday, August 10, 2023, directly to our member
regarding this situation. The member may reach us directly at ###-###-#### so
that we may speak directly to him/her regarding this situation to address
directly any issues that may remain.
Bureau Response
Date: 08/15/2023
Tanya *****

**** ****** **
************ *****

Dear Tanya *****:

This message is in regard to your complaint submitted on 7/31/2023 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,

Serigne ****
Dispute Resolution & Investigations Specialist
***********************

Phone: ###-###-####

MESSAGE FROM BUSINESS:

Dear Sir/Madam:

Thank you for bringing this matter to our attention. As a credit
union, our paramount concern is always the service to our membership. We
can report that we have forwarded a written response via regular mail on Thursday, August 10, 2023, directly to our member
regarding this situation. The member may reach us directly at ###-###-#### so
that we may speak directly to him/her regarding this situation to address
directly any issues that may remain.
Bureau Response
Date: 08/20/2023
Colleen *****
SECU Credit Union, Inc. *** ********* **** **** ******** ** **** ********** ******
********* ******* ** *****

Re: ID * ******** * Tanya *****

Dear Colleen *****:

Thank you for your recent response to Tanya *****. 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,

Serigne ****
Dispute Resolution & Investigations Specialist
***********************

Phone: ###-###-####
Bureau Response
Date: 08/20/2023
Tanya *****

**** ****** **
********* ** *****

Re: ID * ********* SECU Credit Union, Inc.

Dear Tanya *****,

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,

Serigne ****
Dispute Resolution & Investigations Specialist
***********************

Phone: ###-###-####
Initial Complaint
Date:06/11/2023
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.
I was charged atm fee but. Card and machine have the PLUS logo. I meant to call last week when charged but forgot. Went to another PLUS atm and was charged again. Called secu and was immediately told To go find the person who told me PLUS would be free for atm. The girl even started looking up atms which is not What I asked for!!!! As soon as I asked for a manager $6.50 was returned to my account and she made it like she was doing me a favor. No worries once my direct deposit hits I will close all accounts and simply pay the car note. Last week I was overcharged $3 I call secu and immediately told to go back to where I was charged extra. This financial Institution ***** at customer service and I have been a member too **** long for this nonsense!!!!! Get the customer service aspect of your organization together!!!!!
Business Response
Date: 06/15/2023
Dear *********************** 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 spoken directly to our member regarding this situation and resolved the issue directly with our member.
Initial Complaint
Date:05/05/2023
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.
Between 4/17/23 & 4/27/23 the bank continued to pay services set up for autopay, which resulted in a total over draft of $1089.51. In previous instances, once an overdraft happened, the other services would deny. When I contacted the bank I was advised I could only have 3 over drafts refunded. This over draft resulted in my entire ******** covering the fees and that payment was intended to be applied to my mortgage.
Business Response
Date: 05/12/2023
Hello,
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.

Kind Regards,

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BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

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SECU Credit Union, Inc. is NOT a BBB Accredited Business.