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.

  10801 Red Run Blvd Owings Mills, MD 21117-5140

• 

  SECU Credit Union, Inc.

  201 W Preston St Baltimore, MD 21201-2301

• 

  SECU Credit Union, Inc.

  16707 Crabbs Branch Way Rockville, MD 20855-2220

• 

  SECU Credit Union, Inc.

  250 W Pratt Baltimore, MD 21201

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:04/10/2023

  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've applied to refinance my auto loan approximately three times over the course of 6 months and been denied for unrealistic/ unexplainable reasons. I was informed verbally that the denial of the loan is due to bankruptcy, payment history, not being able to verify information on my application, and my history with the credit union. My husband applied for the refinance of his auto loan and was approved. ****, my husband also had a bankruptcy, payment history, and history with the credit union because we've owned accounts jointly. I feel like I'm being penalized for reasons and factors outside of secumd's guidelines to issue a loan and want the truth and someone of Senior to take a closer look at this. No one should be treated unjustly!

  Business Response

  Date: 04/17/2023

  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 have not been able to reach our member and request that the Member contact us directly at ************ so that we may speak directly to him/her regarding this situation to address directly any issues that may remain.   

   

  Thank you,

  Customer Answer

  Date: 04/18/2023

   
  Complaint: 19914848
  
  I am rejecting this response because I don't agree that I was contacted. I received no phone calls or voicemails of any kind. 
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:03/07/2023

  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.

  Applied for a creddit line increase in which SECU MD denied me without any sufficient answer but that they don't have to approve your increase, even though I have a 740+ credit score, been with this Credit Union for 5+ years. No exact reason for the denial. I need answers, a real answer for why I was denied, so I called in in which the manager "Carla" stated she doesn't know why I was denied but that they can just deny. That's it. I was told by a representative that I would be able to do a credit increase every 3months. It's been almost 6 months. If indeed that is true I want SECU to correct the hard inquiry they now have placed on my credit report immediately. Also, I need answers of why I was truly denied from someone with real answers and for SECU to stop giving me run around answers just to get me off the phone

  Business Response

  Date: 03/10/2023

  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 Member’s complaint. 
  
  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.

  Customer Answer

  Date: 03/13/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:02/26/2023

  Type:Customer Service 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.

  Secu has cost me several hundred dollars by keeping me from accessing my money. Then called 7 times, was assured it was fixed 4 times and hung up on 3 times. Totaling 2 hours worth of phone time and several hundreds of dollars as I’m trying to buy an engagement ring during a sale and now can’t hence missing the sale. The customer service puts you on hold and hangs up. This is unacceptable and I need my compensation or cash out and close out my account. Worst banking ever.

  Business Response

  Date: 03/15/2023

  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 Member’s complaint.  We
  are able to report that we have forwarded a written response directly to our
  member regarding this situation and are attempting to address directly any
  issues that may remain.

  Customer Answer

  Date: 03/16/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ********* ********

• Initial Complaint

  Date:02/09/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had received a letter in the mail on February 5th saying that I had until the February 12 to make a payment of 377.00 and my plan was to pay the loan off completely on February 10 when I received my check and based on the letter I thought I would be good because if I didn’t have enough to pay it completely off I definitely could pay the 377.00 but they came and towed my vehicle on February the 7th and now it’s gonna cost me as much as I owe on the car to get it from the tow yard why tell me I have until the 12th when I don’t not the way to do business had this loan for years and they wait to my last few payments to pull this

  Business Response

  Date: 02/17/2023

  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 Member’s complaint.  

  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. 

  Customer Answer

  Date: 02/23/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  Charles Stanley

• Initial Complaint

  Date:02/06/2023

  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.

  The bank is extremely difficult releasing money to customers. My mother passed away and they keep giving the run around regarding closing her account and releasing the funds. My brother is going to closing on a house, they are refusing to wire money from his account. They dont want to give customers their own money.

  Business Response

  Date: 02/15/2023

  We have not been able to reach our Member and request that the Member contact us directly at ************ so that we may speak directly to him/her regarding this situation in an effort to address directly any issues that may remain.   

• Initial Complaint

  Date:01/30/2023

  Type:Billing Issues
  Status:

  UnresolvedMore 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 a 100% service connected disabled- P/T veteran, which whom i have a **** card credit (ending **) with SECUMD, I have had this card for several years which I never use only keep a balance to make regular- early monlthy payments, sometimes double the amount payments to increase my credit scoring, however, after not using my credit card for over two years, I purchased in 2022 $150.00 Thanksgiving groceries, in 2022 **** ***** Christmas Decorations, and ***** ***** picture frame for $76.00, no cash advances were ever made within usage of my card or special purchases either; in addition, I notice after reviewing my last three months **** card statements, the credit union is charging me two separate interest rates, which is illegal per usury law and Maryland State Federal Law. The credit Union is charging me interest rates for new purchases and interest rates on old purchases, which is making my APR variable rates double, which was not disclosed on my statement nor their website. I never RECEIVED information or notice of agreement, nor a disclosure from SECU that my **** credit card variable rate for Purchases would be charged separately, and doubled in finance charges per month. So they are charging me separately for new purchases and for OLD purchases and my statement reflect two different interest rates, one for old purchases and one for new purchases, which is illegal and a scam, this is fraud and should be investigated and corrected. I want one interest rate as agreed and SECU held accountable for their incompetence and negligence and a letter of apology to confirm their action and correct my account immediately, with a credit to my account for back interest charged to my account.

  Business Response

  Date: 02/16/2023

  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 Member’s complaint.  We
  are able to report that we have forwarded a written response directly to our
  member regarding this situation and are attempting to address directly any
  issues that may remain.

  Customer Answer

  Date: 02/23/2023

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

  Business Response

  Date: 03/14/2023

  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.  Due to privacy
  regulations, we are unable to provide any details of the events or supporting
  documents that are relevant to our Member’s complaint.  

  We
  are able to report that we have forwarded a written response directly to our member
  regarding this situation and are attempting to address directly any issues that
  may remain.

  Customer Answer

  Date: 03/14/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  The document received from SECUMD and from MS. ***** ********* is not what we agreed on February 16, 2023, she completely didn’t stick with her agreement of the APR of 10.49% it is still 19% for a valued and loyal customer, as myself.  She just combined the balances. I have paid as agreed on my account, have no cash advances, and ****** virus charged my account without my authorization for $158.99, but in return refunded my money once I brought it to their attention, I have agreed to my term of agreement with Karen and SECU, per our telephone conversation on Feb. 16, 2023, however, I am still being overcharged in interest rates and finance charges.  Therefore, I reject this response.  Thank you very much and enjoy your day.

  
  
  Sincerely,
  
  
  
  ******* *******

  Business Response

  Date: 03/23/2023

  We can report
  that we intend to forward a written response directly to our member regarding
  this situation and are attempting to directly address any issues that may
  remain.

   

  Thank you,

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

  Customer Answer

  Date: 03/23/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  I received a correspondence from ***** *********, dated March 16, 2023, in this letter she reference the incorrect **** Card number for my account, and the information she recommended is not what we discussed and agreed to on February 16, 2023, she insist there was a misunderstanding in communication and that SECUMD does not offer a fixed rate APR of 10.49% in their **** Cards, however, on February 16, 2023, Karen suggested this 10.49% APR interest rate in detail, now she is withdrawing her offer.  In addition, please find a copy of my recent **** statement, I  am still being charged two interest rates, 19.49% and 18.49% total of 37.98%  which is illegal, for I am a Veteran enrolled in DEERS protected by the Military Law Act for Predatory Lending, for SECU should not be charging me two different interest rates; in addition,  the State of Maryland Ursury Law section 85 and the RCAL Act prohibits the charge of two interest rates against purchases, therefore, SECU, once again is performing illegal activities within my accounts, which should be investigated and corrected.  IMMEDIATELY!
  
  
  
  Sincerely,
  
  
  
  ******* *******

  Business Response

  Date: 03/25/2023

   

  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
  Member’s complaint.  

  We are able to report that we will forward a
  written response directly to our member regarding this situation and are
  attempting to address directly any issues that may remain.

  Customer Answer

  Date: 03/28/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  This is just a copy of my recent **** statement not explaining my recent reply to my BBB Compliant filing, nor reply to my MLA (Miliatry Lending Law)  regarding Predatory Lending, nor did SECU respond to the State of Maryland Section 85 Ursury Law regarding Interest rates for Only for Purchases, therefore its illegal for SECU to charge two different interest rates for the same PURCHASE balance old and new balance amounts on my **** statement ending in **.  Therefore, I  am rejected SECU response at this time and requesting one interest rate to stay in compliance with the State of Maryland Ursury Law section 85 and FDIC, as well.
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:01/30/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My SECU visa charge was used fraudulently on two separate occasions. SECU did not reimburse me after I filed complaints regarding these fraudulent charges.
  The first involved my SECU visa being used by someone on 9/15/22 to purchase a computer at Best Buy for 1165.99. I am enclosing the receipt from Best Buy. The same individual tried to purchase another item the next day using my credit card but did not pick it up. The bank at first reimbursed me, then took the money back from me, implying that I had bought it myself and I had NOT. I had notified Best Buy when it happened, as well as the general VISA number, notified SECU, then I filed a police report, sent it to SECU, called SECU but still have not gotten my money refunded. They were trying to say that I purchased it myself but I did NOT.
  Secondly, I got a new SECU visa and again had items bought at Nordstrom Rack totalling 673.86 on 1/15/23
  I again reported this as fraudulent immediately. I did NOT purchase these items. They have not refunded my money.

  Business Response

  Date: 01/30/2023

  Dear 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
  member’s complaint. 

  We
  are able to report that we have forwarded a written response directly to our
  member regarding this situation and are attempting to address directly any
  issues that may remain.

  Thank you,

  Leslie *****

  Fraud Prevention Manager

  Customer Answer

  Date: 02/13/2023

   
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  Ellen *******

• Initial Complaint

  Date:01/17/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I opened account in December 2022. SECU sent checkbook that I never ordered. I never received checks from the mail, nor I requested them. On 1/11 I noticed 3 check transactions of $670, $820, $800 posted on 1/11. The check images show 1/10 being the date for these checks and all three checks cleared to the same person named "****** ***********". These fraudulent checks overdrawn my account to negative balance with fake signatures. That is not how I sign my name. This also creates two $30 overdraft fees on top of my losses. Who writes THREE checks to the same person on the same day? Why not just put total of $2,290 on one check? How did SECU's fraud prevention system not catch this?
  
  I have called customer service on the date I noticed the issue (1/11) and they froze the account. Now i can't even log into my account anymore.
  
  I have filed check fraud request from the SECU website (1/11) but it seems like this is black hole and no one answered. I also reached out to banker and still did not hear back on any result. It has been a week now since the incident and still no actions from SECU.
  
  I want to make sure this is taken seriously and quickly to revert the balance so the thief can't withdraw the money from his/her bank or he or she will be long gone by the time SECU takes any action. If SECU cannot claw back funds, this loss should be SECU's responsibility. I was never notified of any check being sent, or any tracking number information. This check validation system is extremely unsecure. It is not my signature and yet SECU cleared the checks.
  
  I have also created police report with police department. I want this urgent matter taken seriously to arrive at a result ASAP.

  Business Response

  Date: 01/26/2023

  We are able to report that we have forwarded a written response directly to our member regarding this situation and are attempting to address directly any issues that may remain.
  
  
  
  Thanks,
  
  
  
  Leslie B****
  
  Fraud Prevention Manager

• Initial Complaint

  Date:01/06/2023

  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.

  After being a loyal member to this bank for almost 10 years they have failed me & many others in the state of Maryland. I was faced with a financial hardship due to health reasons & one my accounts ended up being charged off instead of trying to settle with me this bank went straight to suing me to garnish my wages with an idiotic law firm called *************************************** who is completely asinine I've contacted this law office plenty of times to try to pay SECU the rest of their money so I can settle this debt but all I get is ignored email, hung up on whenever I call the office & ignored voicemails & no call backs. If someone wants they money they are owed all upfront without having to continue to wait when I can settle it now they will make sure they get things obligated to make that happen. But no not SECU they just want to destroy me at this point & work with shady & dirty law firms to hurt me. I have a ************** have to keep a roof over my head but they do not care about none of that they just want to keep kicking me while I'm down because if they cared or had any kindness for the consumer they will work with them whether it is to settle or to change the percentage of the garnishment. It's also ridiculous how the bank I owe the original debt to can not tell me the balance owed. It's cycles likes these that keep people in poverty & ruin destroy people that look like me. They never gave me chance to even resolve. I would never refer them to no one ever again because of this.

  Business Response

  Date: 01/25/2023

  Dear Sir/*****:
  
  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 Member's complaint.
  
  We are able to report that we have forwarded a written response directly to our member regarding this situation and are attempting to address directly any issues that *** remain.
  

• Initial Complaint

  Date:12/15/2022

  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.

  SECU has denied the ability to electronically transfer money into the affected account and did not explain why. SECU does not allow control of the account and charging which permits overdrafts and fees. These issues with the account, **********, and need to be discussed with the appropriate person immediately. I need to talk to somebody no later than 12/16/2022. Thank you

  Business Response

  Date: 01/03/2023

  To Whom it May *************
  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 Member's complaint.
  
  We have not been able to reach our Member and request that the Member contact us directly at ************** so that we *** speak directly to him/her regarding this situation in an effort to address directly any issues that *** remain.