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Business Profile

Credit Union

SECU Credit Union, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Credit Union.

Complaints

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

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

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    Customer Complaints Summary

    • 81 total complaints in the last 3 years.
    • 28 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/05/2022

      Type:Billing Issues
      Status:
      Answered
      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 State Employees Credit Union of Maryland (SECU) is demonstrating unfair banking practices. I have a home equity line of credit with them with an adjustable rate. They never notify me of a rate increase which would give me an opportunity to lock in a lower rate. There representative at signing of the line of credit stated once the introductory period ended after one year we could call and convert the adjustable rate to a fix rate. Now calling SECU it is a new loan application, credit check and higher rates. I called them on November 8th to lock in a rate before they increased the interest rate. Conveniently they cannot find that request in their records but they can find a follow up call on December 1st when they raised the rates. Now, if I lock in a rate, it is at a higher rate and $200 more a month. I cannot afford this increase. That is why I wanted to lock in last month because that amount was within my budget.

      Business Response

      Date: 01/19/2023

      Business Response /* (1000, 17, 2023/01/19) */
      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.

      Thank you,

      Colleen *****

    • Initial Complaint

      Date:11/18/2022

      Type:Order Issues
      Status:
      Resolved
      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 checking account with the following terms:
      SECU is offering a $200 checking bonus when you open a TotalTM Checking & Rewards account and complete the following requirements:
      "
      $200 offer valid from 8/15/22 - 11/30/22 for new SECU members that open a new SECU TotalTM Checking & Rewards account and meet the following criteria: 1) Join SECU between 8/15/22 and 11/30/22; within 90 days of establishing membership: 2) Open a SECU TotalTM Checking & Rewards account; 3) Set up e-statements; and
      Qualifying direct deposits include recurring electronic deposits of payroll, pension or Social Security. Person to person, bank transfers or other electronic money transfers, such as those made through internet payment services, do not qualify.
      All criteria must be met within 90 days of opening the membership. SECU will credit one cash bonus of $200 to the primary owner of the new SECU checking account within 6 weeks of meeting the requirements.
      Promotional period and offer are subject to change at any time without notice.
      The promotional bonus is limited to one per member.
      Existing members that joined SECU prior to 8/15/22 or previously had a checking account are not eligible for this offer. Advertised bonus cannot be combined with any other offer.
      Membership eligibility required.
      Bonuses are considered miscellaneous income, and may be reported as income to the IRS on Form 1099-MISC. Federally insured by NCUA.
      All bank account bonuses are treated as income/interest and as such you have to pay taxes on them
      "

      I met all those terms but I did not receive promotion bonus

      Business Response

      Date: 12/12/2022

      Business Response /* (1000, 5, 2022/11/23) */
      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 in the process of attempting to contact our member and will directly address any issues that remain.


      Consumer Response /* (3000, 7, 2022/11/28) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      no resolution from credit union

    • Initial Complaint

      Date:11/18/2022

      Type:Billing Issues
      Status:
      Answered
      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 applied for checking and was approved but $200 promo credit was not received.
      File print says: "SECU will credit one cash bonus of $200 to the primary owner of the new SECU checking account within 6 weeks of meeting the requirements." Requirements were met more than 6 weeks ago but bonus was not received.

      Business Response

      Date: 01/19/2023

      Business Response /* (1000, 5, 2022/11/23) */
      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 in the process of attempting to contact our member and will directly address any issues that remain.


      Consumer Response /* (3000, 7, 2022/11/28) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      no resolution from the bank only copy-paste responses

    • Initial Complaint

      Date:11/12/2022

      Type:Product Issues
      Status:
      Answered
      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 11/2/2022 I went to deposit 13 checks in a branch ATM after hours. After accepting all the checks, the ATM shut completely down without processing any checks or returning the checks. The next morning I went to the branch and provided all information possible about the deposit and the situation. They told me the "back office would investigate". Although I have followed up almost daily, I have received no updates, no deposit in my account, and no proof of my checks being processed which I requested. I want to receive the checks or photo copies of the checks from the transaction in addition to my full amount being deposited with the next week. I am simply asking my bank to follow through on literally the most basic role that they have so that I can pay my bills.

      Business Response

      Date: 12/26/2022

      Business Response /* (1000, 10, 2022/12/05) */
      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.

    • Initial Complaint

      Date:10/11/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 financed a car five years ago via secu. My last payment was in july. In august I had some leftover fees or some kind of balance of 98 dollars, my payment was 504. I tried to pay online without even asking what it was for as I just was happy to pay my car off. I could not pay online and could not reach anyone that could let me pay as they wanted to take a full payment which I did not owe. I have called at least 40 times and get directed to leave a message and now it is on my credit as months late, when it was not even a payment . It has affected my credit score, I have spent hours and hours trying to reach someone that can help me. I have disputed it on my credit report. I still do not have the title to the car and have not had anyone call me that can help in anyway, just collections calls that send me back to the same voicemail that never calls me back. I paid my car for five years on time, I think I deserve better than this. Again, this is all over 98 dollars in fees, and I have been calling to pay since before it was due.

      Business Response

      Date: 10/28/2022

      Business Response /* (1000, 5, 2022/10/18) */
      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.

    • Initial Complaint

      Date:09/27/2022

      Type:Billing Issues
      Status:
      Answered
      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 reviewing my closed credit card bill, I noticed an increase in the APR. I received a statement in July stating that the APR would increase with prime with any purchases made on the card after August 1. If the customer disagreed, then one could close the account and the remaining balance would remain with the current APR. I sent a letter to close the account and phoned them also to let them know how disappointed I was as I have been a member for more than 10years. In actuality they increased my APR from 11.49% which I have had for several years to 11.74% in June, 12.24% in August, 12.99% in September and current APR for October 13.74%. I reported the error to the Baltimore branch SECU and the information was sent to some administrator. Today, I received a report that they did not see a problem, as this increase is based on some Fed changes. This is outrageous abuse of banking power and a serious infraction of what they said in writing that would happen. The interest rate was supposed to be 11.49%, but continued to increase even though I asked them to close the account and I have no further use of the card except to pay it off.

      Business Response

      Date: 11/18/2022

      Business Response /* (1000, 16, 2022/10/27) */
      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 spoken directly to our member regarding this situation and are attempting to address directly any issues that may remain.


      Business Response /* (1000, 19, 2022/11/02) */
      Hello, This has been assigned to the wrong company. We are not a credit union. Thank you

    • Initial Complaint

      Date:09/25/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 sent 2 payment coupons with positive balances in regards to the credit accounts from SECU OF MARYLAND for the principal (JOSE ******* ********).
      The credit card account #'s are XXXXXXXXXXXXXXXX & XXXXXXXXXXXXXXXX
      I sent 2 Negotiable instruments using the payment coupons as the agent of the Principal for $1000.64 & $5,060.55 via certified mail on September 2nd to the CFO of SECU OF MARYLAND as well as the Loan payment department which would be taking my payment at PO BOX ***** ***** ******* ********* Both of which arrived on September 4th in order to cover the 2 payments for all credit/ accounts and I was told on September 19th that they would likely be reflected on my accounts within the next 2 days and if not call in to figure out the details of the deposit since they would require up to 14 days to process the payment. I informed the Loan payment department & CFO of how the payment coupon/negotiable instruments were to be used via a cover letter included with several letters and they have not honored the requests within the cover letter within a timely manner. I have not received a response via mail of why the payments/deposits have not been processed for the principal's account (JOSE ******* ********).
      I will be sending in a conditional acceptance letter next to follow up with the inaction of SECU OF MARYLAND as well as their CFO in regards to the submission of both deposits.

      Business Response

      Date: 11/18/2022

      Business Response /* (1000, 7, 2022/10/13) */
      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.


      Business Response /* (4000, 14, 2022/10/27) */
      Please note that the statutes and constitutional provisions cited in the correspondence lack merit. Indeed, it has come to our attention that there are some "Youtubers" encouraging consumers to submit payment coupons to fulfill their loan payment obligations using the same statutes cited in this letter. These "Youtubers" and the messages they are spreading are deceptive, misleading, and false. SECU has litigated this matter and has received a decision in its favor. SECU is also working to have these YouTube pages taken down because of their misleading and deceptive content and the harm they are causing to unknowing consumers.

    • Initial Complaint

      Date:08/27/2022

      Type:Product Issues
      Status:
      Answered
      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.
      We took a large car loan out in 2016 and never missed a payment over the 6 years of the loan. The final payment was due in June/July 2022, however we sent what we thought was the final payment in March 2022. Without notice or any explanation, they sent us the final payment back. I called their customer service line in May 2022 to make sure we were okay on the final payment. I was told that they would let me know if there were problems. Fast forward to July 2022, they start sending repossession and demand letters. Come to find out, we did owe that last payment they sent back to us and now we get to pay more to keep the car and get the title. Customer service is not their strength and probably the worst I have experienced from a financial institution. Now I get to go deal with the credit rating organization. Consumers should avoid doing business with this organization.

      Business Response

      Date: 09/19/2022

      Business Response /* (1000, 5, 2022/09/02) */
      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 left a detailed message with our member explaining all actions taken to resolve her concerns and a written response with arrive directly to our member regarding this situation.

    • Initial Complaint

      Date:08/16/2022

      Type:Product Issues
      Status:
      Resolved
      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 have used SECU visa card for over 20 years and had accumulated points/rewards. I decided to redeem my points this year. I requested for Eureka FloorRover vacuum earlier this year. After months of waiting, I received an email from SECU Award Headquarters with an offer for a new vacuum since the product I requested was no longer available. I accepted the new offer and few days later, it was delivered. This product was unacceptable because most of the parts were missing and it was delivered in an old damaged box. I called SECU Score card at XXX XXX XXXX and file a compliant on 7/21/22. I was told it will take 15 days and over 15 days later with no response, I called again on 8/11/22 and a new case was opened. I was told it will take another 15 days. I was also informed that I will receive a call from a manager with 48 hours. Five day after, (8/16/22) I have not been contacted by any manager. I feel my case is not given the attention it deserves. I know your bureau will move this case forward.

      Business Response

      Date: 09/06/2022

      Business Response /* (1000, 8, 2022/09/01) */
      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.


      Consumer Response /* (2000, 10, 2022/09/06) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      I spoke to the company representative who returned my points. I also got a mail that instructed me to dispose/trash the Eureka vaccum sent to me.

    • Initial Complaint

      Date:07/26/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 the victim of identity theft (************** report XX-XXXX) this was placed in 2021. I informed SECU credit union that the accounts they had in my name were opened fraudulently. They acknowledged as much in 2021 and said they had to wait but would close the accounts. A year later they are sending me notices after I called several times. The notices say I have a negative balance. I called again on July 26 at 2:10 pm and was shuffled around for 26 minutes. They need to fix the fraudulent accounts and close them. They need to send me a written response that its identity theft. All the other banks where fraud accounts were opened in my name fixed and responded in writing.SECU is the only one that has been delaying.

      Business Response

      Date: 08/25/2022

      Business Response /* (4000, 16, 2022/08/25) */
      Dear ***** *****:

      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 your complaint.

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

      Thank you,

      Leslie *****
      Fraud Prevention Manager

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

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