Complaints

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

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• 

  St. Louis Community Credit Union

  3651 Forest Park Ave Saint Louis, MO 63108-3309

  
• 

  St. Louis Community Credit Union

  1250 Graham Rd Florissant, MO 63031-8015

  
• 

  St. Louis Community Credit Union

  7345 West Florissant Ave Jennings, MO 63136-1348

  
• 

  St. Louis Community Credit Union

  7350 Olive Blvd University City, MO 63130-1701

  
• 

  St. Louis Community Credit Union

  4435 Chippewa St Saint Louis, MO 63116-1608

  

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:05/04/2023

  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.

  St. Louis Community Credit Union received a refund in the amount of $7,302.05 to an account that was for ***** ******* but the account number, social security number and name did not match. Instead the account number belonged to another bank client named ******* *******. The bank deposited the money into *******'s account instead of rejecting it and sending it back to ***** ******* *** *****. So, when ***** and myself, ***** ******, went into the bank we were greeted by the bank manager, ****** *****. After explaining to her what happened she agreed that the bank should have rejected the refund and sent it back to ***** ******* *** *****. She then contacted the finance manager that was in charge of the deposit. At that time the finance manager jokingly told us that ******* ******* had went on an extravagant shopping spree and there was nothing they could do about it. We would not receive the funds back. They refused to give us the number to the corporate office or any employee in a higher position to discuss this matter with.
  I would like the bank to refund the money to myself, ***** ****** and ***** *******.  

  We would like the contact information of the corporate office.  

  

  Business Response

  Date: 05/08/2023

  We sincerely apologize for these circumstances. However, the
  statements provided in the complaint are not fully accurate. The tax deposit in
  question was received on 2/23/2023 and the ACH credit entry did include the
  account number for ******* *******, not ***** *******. The ACH credit was
  received electronically and posted automatically based on the account number
  provided.
  
  According to the NACHA Operating Rules, Subsection 3.1.3,
  financial institutions may rely solely on account numbers for posting entries,
  regardless of whether the name of the receiver in the entry matches the name
  associated with the account number in the entry. The NACHA Operating Rules and
  Guidelines is the legal framework for the ACH Network and the basic obligations
  of each ACH Network participant.
  
  We understand this is a tough situation for Ms. *******, but
  the Credit Union posted the credit based on the rules and holds no liability. Ms.
  ******* should refer back to the tax preparer who provided the account number
  information for the tax credit. 

• Initial Complaint

  Date:03/08/2023

  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.

  01/15/2023-03/15/2023
  Today Date:03/08/2023
  
  St
  Louis Community Credit Union refused to make a responsible a accommodation, in regard to a reverse action due to miscommunication between customer/member being myself legally blind and disabled. They took advantage of my disability by failing to clarify and/or properly notify me of a$13.00 debt that has effected my quality of life and homelessness. Furthermore, they have refused to compromise or attempt to rectify the -84 points affected it has caused my credit. After several loans and never missing or having even one late payment from me. I have contacted the company manager and requested a verbal conference from the credit union president or head. Via telephone call to no avail. Not to mention, before this step was taken no attempt was made to retrieve funds from my savings account. In an attempt to collect on or satisfy a debt. When I became aware of the error. I rectified it immediately. Paid off the owed amount of$13.00. Immediately the same day. Now, as a direct result of these actions
  I am in jeopardy of homelessness. To which I see no way or have the means to avoid.

  

  Business Response

  Date: 03/14/2023

  Thank you for bringing this matter to the attention of SLCCU. We spoke by phone with our member, ******* ******, on 3-10-23. We
  explained the details of the status of the account including assisting her with
  future actions to avoid this situation. Ms. ****** indicates she understands
  what she needs to do to resolve the account and has intentions of rectifying it
  by 3-15-23.
  We explained if she resolves the account, her credit report will
  reflect the changes based on her payment history. She stated she understands
  and agrees this is an acceptable resolution to her account and to her complaint
  with BBB.

  Customer Answer

  Date: 03/20/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I disagree, no true resolution was made on behalf of STLCCU. A phone call does not justify the action and effect of said action on their part. They were unwilling to compromise. Or make any reasonable accommodations, Per FTC, ADA,and the Fair Consumer Act. Furthermore, I have been belittled and insulted. Not to mention, no clarIfication of an increase in payment. Which I was not informed had been increased from the amount that I stated in writing at the time of applying for the loan. I could afford to pay $75.00, and was approved for. It is noted within my account that I am blind. Instead I was instructed to initial and sign the highlighted spots. No explanation was given therefore I paid my budgeted amount as I have done previously with 4 other loans paid in full on time. Just the months previously
  
  
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:02/02/2023

  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.

  Today on February 2, 2023 I came into the bank because St. Louis community credit Union took an additional $72 from my account to pay my car loan. They currently take out $300 biweekly which pays extra on the loan. When I asked about it I was originally told it was because of interest. I stated that can be it because I pay extra. When I went into the bank I sat down with ****** who was very rude and unprofessional. The teller next to here spent 15 min watching her in my account. Before that she asked for my id which was expired. She kept saying I needed a valid id. Nowhere on the website could I find where policy says a valid unexpired id is needed. Then she stated to do research on my loan is going to cost me if it’s found not to be the credit unions fault. I have been having trouble with this bank and loan since I got it. Things were never set up right. But also the run around just to even get a car. I feel like every car that I wanted to get that was less than what I asked for they wouldn’t approve it.

  

  Business Response

  Date: 02/10/2023

  Thank you for bringing this matter to the attention of St. Louis Community Credit Union. It appears Ms. ****** set up biweekly payments for her auto loan to be transferred from her checking account. On 01/27/23, due to insufficient funds in checking to cover the scheduled transfer, the payment was processed for $72.07. On 01/31/23 the system processed the payment again for the normal payment amount instead of the remaining balance due. After speaking with Ms. ****** on 02/02/23, we were able to locate the extra payment of $72.07 and correct the loan. Ms. ****** was called and explained the error and correction. We apologize for Ms. ******'s experience and we have provided a coaching to improve our quality of service. In order to prevent this from happening in the future, we have suggested to Ms. ****** that she modifies her payment dates to dates that are more convenient for her. 

• Initial Complaint

  Date:01/04/2023

  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 have misconfiguration of my funds, within the last year the business has paid themselves fees and late fees out of my account, but did not pay my bills that was sent back insufficient funds after they paid their fee. They been paying their bills with my money and not my bills and I do have records of where my money been going and how they been taking my money. Also, I called them to discuss my account, the young lady ion the phone told me I had too many transactions made and hung up in my face. I went to the bank, I put my things down and my vehicle keys vanished, I ask to check if they could check about my missing keys and they stated they did not see anything.

  

  Business Response

  Date: 01/17/2023

  Thank
  you for bringing this matter to the attention of St. Louis Community Credit
  Union (SLCCU). When items are presented to clear an account and funds are
  not available, then such items may be returned as Non-Sufficient Funds (NSF) and an NSF fee may be
  charged as disclosed on
  the SLCCU Fee Schedule. Mr. ******** is provided a monthly statement that clearly indicates he
  did not have the funds available when the transactions in question attempted to
  debit his account.  
  
  Additionally, on 01/04/2023 Mr.
  ******** called into our Solution Center and spoke with a representative. Due
  to him being very agitated and already in the lobby of one of our branches, our
  representative advised him that he would be better assisted by the branch.
  While in the branch the manager sat down with Mr. ******** for well over an
  hour in an attempt to assist him with understanding his transactions and
  calculating his deposits and debits. The manager printed a year of statements
  at Mr. ********’s request and waived the statement fees during this thorough
  review of his account. Unfortunately, it did not yield the results he expected
  and he left upset.  Mr. ******** returned to the branch about 15 minutes
  later asking about a single Dodge key. Several staff members assisted him in
  searching for his key however, no one was able to locate the item. We have pulled video footage and
  did not see Mr. ******** bring in or misplace a Dodge key.
  
  SLCCU
  does offer an Overdraft Privilege/Courtesy Pay service. However, it appears he
  requested to opt-out of Overdraft Privilege on 03/08/2017. If Mr. ******** is
  interested and would like more information, he can contact our ********* ****** ** ************ ** **** **** ** **************. If eligible, Mr. ******** could
  potentially avoid the return items (still includes a fee). We do still
  recommend keeping a registry of transactions to prevent returned payments.
  Keeping record of all deposits and withdrawals is the best way to negate fees
  and we offer online banking/mobile banking and audio phone access to assist.
  

• Initial Complaint

  Date:12/20/2022

  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.

  *date of transaction was 12/20/2022
  *the amount requested from SLCC is $25
  *I made a deposit to bring my account current. I also requested a transfer from one share to another share
  *my receipt only displayed the one transaction request
  *I reached out immediately with a representative (****) and was informed the funds were automatically transferred from one share to another share.
  *I also informed I was not able to access the account to make a deposit from another account I have
  *I was then informed in order to get back my online access...I would have to pay another $25
  *this was never explained to me at all

  

  Business Response

  Date: 12/22/2022

  Thank
  you for bringing this matter to the attention of St. Louis Community Credit
  Union. After reviewing the account it appears to have had a negative balance
  since November 6th, 2022. On December 12th the account
  was restricted and a letter was mailed to Ms. ****** informing her of Adverse
  Action due to the prolonged negative balance. On December 15th an
  automatic transfer of $25 was completed between shares in an attempt to recover
  the balance owed. This was the “automatic transfer” in which our
  representative, ****, was referring. On December 20th Ms. ****** made a deposit bringing her account balance current however, the account remained restricted. To remove the restriction from
  the account, there is a $25 Reactivation Fee. The Account Reactivation
  fee quoted to Ms. ****** is listed on the SLCCU Fee Schedule that was provided to her at account opening. This
  fee is charged when a member requests that a restricted or closed account, due
  to a negative balance, be reopened.
  
  When
  Ms. ****** came to our Ferguson Branch drive thru she completed a deposit slip that requested a
  deposit and a transfer between shares. During this interaction, she did not provide an
  ID. Due to the automatic transfer mentioned above, there were no funds in the
  account to complete the requested transfer. Therefore, the teller did not
  request ID and did not complete a transfer. However, the teller certainly should have informed
  Ms. ****** that we require ID for her requested transfer of funds and should have asked her to
  come into the branch to further discuss her account with a representative. We do see how communication regarding the account status from our teller and our
  Contact Center Representative could have been more effective. As a courtesy for the member’s
  experience, SLCCU has waived the Reactivation Fee and as of today, Ms.
  ****** can assess her account. The SLCCU Fee Schedule is available on our
  website or Ms. ****** can visit any branch location for a copy.  

• Initial Complaint

  Date:11/28/2022

  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.

  I am a new customer who has not been able to setup online banking due to the system requesting my email account being verified. However, after several attempts, I have not received the necessary email to verify the account. I have also called to report the issue several times and no one answers the phone. I am genuinely concerned that my information may have been sent to someone else!!!

  

  Business Response

  Date: 11/30/2022

  Thank you for bringing this matter to our attention. We were able to investigate the issue and found an error in ******************** email address. The error was corrected and we were able to get her logged into her account successfully. The phone issue has also been addressed and is now being researched.
  

  Customer Answer

  Date: 11/30/2022

  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:11/08/2022

  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.

  I have been making regular payments before my due date apparently the bank is getting them delayed which I never heard of, was never notified nothing. I called today 11/8/22 to ask them to remove the late payment they reported to the credit bureau as it is not accurate and I can show proof of the payments made each week as well as the bankers name that I spoke with that said even with a delay as long as my payments were received each week this would not be an issue. I am making an additional payment 11/11/22 so this wont be a further issue. However the bank needs to remove the incorrect information if not I will be transferring the loan to another bank. this is beyond unprofessional

  

  Business Response

  Date: 11/15/2022

  
  Thank
  you for bringing this matter to our attention. We have reviewed *** *******
  loan and his payments are due on the 19th of every month. It
  appears we did not receive his July payment until August 2nd and we
  received his August payment on September 23rd. On October 11th we started receiving partial payments for the past due September balance. If the loan is over 30 days on the last day of
  the month, the loan will automatically report to the credit bureaus. Since we
  did not receive the final partial payment for September until November 1st,
  *** ***** received a past due reporting. We found no errors in his reporting to
  the credit bureaus.
  It appears *** ***** is using Bill Pay through
  another financial institution in which the payments are sent to us via mailed
  check. Once received, we process the check payments as they are
  presented to us. We have attempted to resolve this matter with *** ***** but
  have not been successful at contacting him on the phone and he has not returned our calls.
  ******** can reach out to us if he would like to discuss the matter further.

  

  Business Response

  Date: 11/16/2022

  SLCCU
  has conducted a full audit from the origination of
  the loan in question. Our audit results are accurate and support the
  information we provided in our initial reply.  We have documented
  efforts to contact the consumer numerous times. We invite the consumer to meet
  with us in person and we will cover every transaction since the origination of
  the loan.  We are committed to resolving the issue so we need to request the consumer
  contact us since our past efforts to make contact have resulted in unanswered
  voice mails.

  Customer Answer

  Date: 11/16/2022

  Complaint: ********
  
  
  
  I am rejecting this response because: great and we can discuss it here, i want the late payment removed. You have not tried contacting me
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:09/21/2022

  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 changed the due date of my car loan and for some reason it was not entered. Meanwhile I was told the only person I could speak to was a lady named *****, left her and the branch manager ( ****** ******) messages and had the employees email both of these individuals, no response.
  My credit has now suffered because of this clerical error.

  

  Business Response

  Date: 09/27/2022

  
  Thank you for bringing this matter to our attention. We have
  corrected the due date issue and the credit reporting issue on the loan and
  apologize for the inconvenience. It seems we have a system error that changed
  it back to the original date and we are working to resolve that issue. 
  
  We have also addressed the issue regarding no call back with
  the staff involved. We sincerely apologize for this service experience and hope
  to provide a better experience in the future.
  At this time, we have been in contact with the member and
  will be meeting to discuss further. 

• Initial Complaint

  Date:09/13/2022

  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.

  On 5/9/2022 I contacted STLCCU by email to ask when my final payment was due and was told 4/2/2023. I felt that the balance was too high for the amount owed on the car, so I went through my payment history. My 1st payment was in January 2018 and I could only download my car loan transactions as far back as 2019, so I picked up statements from 2018 from one of your locations. The branch manager showed me where I was charged $4712 on 3/22/2018 for add on insurance, but saw where I sent in proof of insurance and was only refunded $3072 to my account on 3/29/2018. I want the remaining $1640 credited back to my account, because Ive always had full coverage insurance through AAA. I received an email today stating that my car loan was extended until August 2022, but I think they meant 2023 to cover the remaining $1640 that was not refunded to me for add on insurance that I did not need or use. I was NEVER contacted about my loan being extended and how do you something like that after *** signed a legal contract?? Please see the attachments(car loan agreement, emails from STLCCU, statement with the add on insurance). I will provide proof of insurance from 2018 to you as soon as AAA opens tomorrow. I hope I can get this resolved.

  

  Business Response

  Date: 09/21/2022

  Thank you for bringing this matter to our attention. SLCCU requires full coverage insurance to remain on a vehicle until the loan is paid in full. As stated in the signed loan agreement, if insurance does not remain on the vehicle, SLCCU reserves the right to obtain coverage for the member. The premium cost and finance charges for this coverage will be added to the loan. Notices are sent to the member if we do not have proof of insurance to give them the opportunity to provide the documentation before adding coverage.
  
  Our records show that **************** had a lapse in coverage from 12/06/2017. A letter was mailed to **************** on 01/12/2018 stating that we did not have proof of coverage as well as steps needed to prevent an add-on. A secondary letter was mailed on 02/12/2018 and a final letter outlining the coverage was mailed on 03/12/2018. The outstanding CPI policy covered 12/06/17 to 12/06/18 with a premium of $4,712. Documentation provided by **************** states she obtained insurance with ********* on 4/12/18 and subsequently received a refund of $3,072.  As of today, we have received verification of full insurance coverage from **************** listing SLCCU as the lienholder between 12/6/17 to 4/12/18. The process has been started to complete a refund of the remaining $1,640 of the premium. We will reach out to **************** when the process has been complete.  

  Customer Answer

  Date: 09/29/2022

  Good Morning,

  
  

  Please disregard my case 18022467-has been resolved.

  
  

  Thanks.

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

• Initial Complaint

  Date:09/13/2022

  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.

  15 U.S.C 1681 section 602 A. States I have the right to privacy.
  
  15 U.S.C 1681 Section 604 A Section 2: It also states a consumer reporting agency cannot furnish a account without my written instructions
  
  Delete this account immediately, unless you want to be held $1,000 per violation

  

  Business Response

  Date: 09/14/2022

  St. Louis Community Credit Union (SLCCU) is well within their rights under the Fair Credit Reporting Act (FCRA). A permissible purpose is established when the person obtaining the consumer report intends to use the information in connection with a credit transaction. There is a loan agreement on file for this transaction. If he would like a copy of the loan agreement, he can contact SLCCU and a copy will be provided.
  The account has been reviewed and is accurately reporting to the credit bureaus. If *** ******* would like to discuss the account, he can contact a Member Care Representative at *************