Complaints
This profile includes complaints for Self-Help Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 6 total complaints in the last 3 years.
- 4 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:05/29/2025
Type: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.
Self has put a loan on my credit of $761 when I did not authorize it. I was mislead to believe it would be building my credit as payment was made not reporting to credit report showing negative immediately on credit I'm completely dissatisfied with service and was lied to about services. They refuse to close the account as I have contacted them live on phone as well as attempted to close it on app. *** help
Business Response
Date: 06/02/2025
It was confirmed that ****** ****** does not have a loan at Self-Help Credit Union. I believe that the organization that Ms. ****** is referring to is ********* and not Self-Help Credit Union.Customer Answer
Date: 06/02/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.Initial Complaint
Date:04/24/2025
Type: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 the 11th of April, I found an email in my spam from ***** that urged me to call the collections division at Self Help Credit Union. At first, I thought this was a scam as I wasn't sure why I was getting an email from Self Help Federal Credit Union when my bank was Self Help Credit Union. I logged into my account to find my checking account had been closed. I sent a message through the internal system inquiring as to what happened, and got a reply telling me someone from the local branch would be reaching ****** one ever reached out to me, so I attempted to call them on multiple occasions, only to be met with a voicemail. I ended up calling the 800# today, after finding my savings account had received an expected refund, and it had been withdrawn. I decided to call instead, and spoke to a lady named ******.****** claimed that numerous letters, calls, and emails had been made. I received one email, no phone calls, and 4 letters. The letters were about two transactions returned for insufficient funds on the 18th and 19th of March, and two letters sent stating that a payment had been denied due to account being locked out, were sent on the 3rd of April. ****** stated my account was in the negative as of the 15th of March, and the account was charged off on the 17th of April, but from what I can tell the account was apparently closed as of the 3rd of April.****** informed me the only way to receive information was to send a letter in writing to the branch requesting it. I informed her they were legally obligated by the ***** to send me something stating what I owed and how to pay it off. She again reiterated I would have to send them a letter requesting said information. I attempted to log into my account to find I was now locked out. ****** rudely stated that I should have already been locked out. I asked to speak to her supervisor and was sent to a voicemail with no identifying information as to who I was leaving a message for or a phone number etc.Business Response
Date: 04/25/2025
To ensure the privacy, security, and confidentiality of member records, the Credit Union does not disclose information about its member accounts. If you would like to discuss this matter further, you are encouraged to contact the Director of Collections, ********* ****** at ****************** or by via email ****************************************.Customer Answer
Date: 04/25/2025
I am rejecting this response because:
I am not asking for another members information to be disclosed publicly or through the BBB. I am requesting that someone from the bank contact me and provide me the member with my own personal information via mail to my address on file in their system. I am also requesting an explanation for why I am being treated like some sort of criminal when I accidentally over drafted my account.I also find it interesting that I am seemingly being treated in the aforementioned manner after going through a Hurricane and losing my house in my hometown. The entire purpose of Self Help CU is to help the community improve themselves and their neighborhood. In fact the very mission statement of the company is, "Our mission is creating and protecting ownership and economic opportunity for all, especially people of color, women, rural residents and low-wealth families and communities"
So I am rejecting their response as they have yet to do anything to help me a community member, other than inconvenience me. They have also blatantly misrepresent the actions they took to alert me to this matter, so I could have fixed it rather than dealing with what I am dealing with now. They have now also taken another piece of my hometown from me.
Business Response
Date: 04/28/2025
Management reached out to you on 4.25.2025 to discuss the matter but received a voicemail. Please contact the Director of Collections, ********* ****** at ****************** at your earliest convenience so that your concerns may be addressed.Customer Answer
Date: 04/28/2025
I am rejecting this response because: They have yet to send me something in writing which is my legal right per the Fair Debt Collections Practices Act (FDCPA). I want it documented that this financial institution has done everything in its power to avoid its legal collection obligations. I will pay my debt via certified funds to the branch in which I opened my account, and I have referred this matter to the ******************* and the ***************************
Initial Complaint
Date:03/03/2025
Type: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.
My money was supposed to be deposited from ****** Friday.The money was reversed & I havent been able to get my money.The money was unbalanced now theyre telling me I have to wait for my money.Business Response
Date: 03/04/2025
To ensure the privacy, security, and confidentiality of member records,the Credit Union does not disclose information about its member accounts. If you are wanting to discuss this, you are encouraged to contact the Retail Operations Supervisor, ***** ***** at ****************** or by via email ************************************************.Initial Complaint
Date:12/13/2024
Type: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.
****** of the transaction:Saturday, November 30, ******.The amount of money you paid the business:$120 (you deposited this amount into the ***).3.What the business committed to provide you:The bank should have credited the $120 to your account after the deposit or returned the funds when the *** failed to complete the transaction properly.4.What the nature of the dispute is:The *** took your money but did not deposit it into your account, nor did it return the funds. Despite multiple visits and assurances from the bank, the issue has not been resolved for over three weeks.5.Whether or not the business has tried to resolve the problem:The bank has acknowledged the issue, but they have not provided a resolution. Youve visited the bank multiple times (on Monday, December 2nd, December 9th, and December 13th), and despite promises to process a dispute and follow up, you have not received a satisfactory resolution or refundBusiness Response
Date: 01/29/2025
To ensure the privacy, security, and confidentiality of member records, the Credit Union does not disclose information about its member accounts. The Branch Manager will be reaching out to you shortly by via phone to further discuss this matter with you.Initial Complaint
Date:02/27/2024
Type: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 express my concerns that your company is violating my consumer rights by still reporting the Self Help account. This account has been canceled and/or forgiven from my credit profile. Per the **** once the account has reached a charge off status, and the lender has filed it on their taxes as bad or discharged debt, the debt is now considered canceled or forgiven. This is now taxable income and income cannot be reported to a consumers report as debt.Customer Answer
Date: 02/27/2024
SEE ATTACHMENTSBusiness Response
Date: 03/04/2024
To ensure the privacy, security, and confidentiality of member records, the Credit Union does not disclose information about its member accounts. For further discussion of this matter, you are encouraged to contact Self-help directly at ****************** or ****************** ************************Customer Answer
Date: 03/04/2024
I am rejecting this response because: I have called and sent numerous certified letters to the business with no response.Initial Complaint
Date:01/11/2024
Type: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 opened many disputes and they were all closed with bogus excuses. This bank is horrible and allowed fraudulent orders and didn't do anything. I will be reporting yall and sending letters and if that still doesn't work then I will file in court.Customer Answer
Date: 01/12/2024
Here is the letter I sent to the ceo.Business Response
Date: 01/22/2024
To ensure
the privacy, security, and confidentiality of member records, the Credit Union
does not disclose information about its member accounts. If you are wanting to
discuss this, you are encouraged to contact Self-help directly at ************ * **** (Operations Dept.)Customer Answer
Date: 01/28/2024
I called and left a message. Its been days and nobody has called me back! This is a pitiful bank!! DONT BANK HERE!!Business Response
Date: 01/30/2024
On
01.30.2024, the Operations Manager spoke to you and addressed any concerns that
you had. Thank you for your business.Customer Answer
Date: 01/30/2024
Yall were still of no help and are a fraudulent bank.
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