Complaints

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

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• 

  Broadview Federal Credit Union

  4 Winners Circle Albany, NY 12205

• 

  Broadview Federal Credit Union

  4 Century Hill Drive Latham, NY 12110

• 

  Broadview Federal Credit Union

  621 Colombia Street Extension Cohoes, NY 12047

• 

  Broadview Federal Credit Union

  120 Troy Road East Greenbush, NY 12061

• 

  Broadview Federal Credit Union

  256 Hoosick St Troy, NY 12180

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:08/15/2023

  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 sent money via ********* (****** account is linked to ********* and sefcu/*********) when I check the account and have the money yet for some reason it only goes through days later, when I'm short on funds, due to already accounting for the money and spending the rest of my money accordingly. Recently I've received 7 overdraft fees which this company is refusing to wave with the exception of one of them.
  
  I am a retired and disabled senior citizen on a fixed income. I'd like to be reimbursed for the 6 overdraft fees, as I cannot afford $168 in overdraft fees.
  
  As I'll prove in my photos, I withdrew the majority of the money on Friday which according to my account statement I should have $110 on that day. Yet it was only taken out today on the 15th when I don't have the money to pay it due to unknowingly miscalculating my budget as I wrongfully assumed they'd take the money the same day I sent it. I had no reason not to believe that was not the case as the other parties got their money instantly.

  Business Response

  Date: 08/18/2023

  
  To Whom it May Concern:
  We appreciate you bringing this case to our attention and allowing us the
  opportunity to respond. The concerns outlined in Mr. ***********’s complaint
  have been addressed and resolved to our member’s satisfaction.
  We consider this matter to be closed, however, should you have any additional
  questions, please contact me at ###-###-####.
  Sincerely,
  Julie H*****
  Chief Risk & Security OfficerDocuSign Envelope ID: ************************************

• Initial Complaint

  Date:08/14/2023

  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.

  Recently my wife passed away after her struggle with cancer. My income was cut in half when my wife’s social security check ended. I contacted both 1st national bank of scotia and Sefcu asking for 2 months deffered in my payments. Understanding that the payments would be put at the end of the loan. Everything was ok with the bank of scotia but not with Sefcu. After my 4th payment in August I paid 1,271.92 and every cent went on interest. This is not the way it was supposed to be. Nothing was explained to me.

  Business Response

  Date: 08/16/2023

  We appreciate you bringing this case to our attention and allowing us the
  opportunity to respond. Mr. ******* applied for payment relief through our Skip a
  Pay program and was approved, deferring payments to his RV Loan for February
  and March 2023, respectively. As outlined in the program contract, interest
  continues to accrue throughout the period of relief, which was collected in
  subsequent payments when his monthly installments resumed. We have spoken
  with Mr. ******* and confirmed all payments made since the relief period have
  been applied to his loan appropriately.
  We consider this matter to be closed, however, should you have any additional
  questions, please contact me at ************* 

• Initial Complaint

  Date:08/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a call from a man claiming to be a representative from Broadview fcu bank informing me of possible fraudulent charges I informed the man that charges he claimed to be made in Alabama were not me I was in Latham NY. He asked if he could have access to my account to freeze it and raise alert to the transactions. He would send me a text message and to reply YES. During this time I immediately became alarmed that fraud was occurring and told him yes to freeze it immediately. He then asked me for my social security number as he was “confirming” my info. I asked why he needed my social security number if he was calling about fraud. I did not give it to him and told him that I was immediately going to the local branch. I hung up and went immediately to the local branch located on Route 9 in Latham NY. I walked in and noticed everyone standing around, as I approached the bank teller I told her that I immediately needed to withdraw my money from my account. She informed me that all their bank systems were down. But try to see if one of the “branch managers”
  could possibly help. I went immediately over to a gentleman standing there and told him my problem of fraud and the urgency needed. He too told me all systems were down and no one could help me. I left, went home and called the call center 1 hour later since the branches were closed. Spoke with a woman who now could see the pending large charge, explained that my next step would be to file a fraud claim and submit it. She emailed me a fraud form but I told her I would go into the local branch again first thing in the morning and deal with someone face to face. The very next morning I was in my local branch by 8:50am sitting with Steve Woosley filing out my fraud claim. I explained my story to him, he remembered me coming in when systems were down & I was very upset.I received a letter 3 days later denying me for reimbursement of the money stolen.

  Business Response

  Date: 08/09/2023

  Good morning, Please find attached our response to the case presented on
  behalf of our member, Ms. ********. If you require additional information from
  the handling of this case, please reach out to me using the contact information
  provided. Best regards, Tyler
  J. K**** Senior
  Administrator, Service Risk & Recovery SEFCU,
  a division of Broadview Federal Credit Union * ******* ****** Albany,
  NY 12205 P: ************ 

• Initial Complaint

  Date:07/26/2023

  Type:Sales and Advertising 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.

  Applied for auto loan, given 2 different prices. Using lower credit scoring system to illicit higher interest rates on otherwise exemplary credit scoring individuals that are deserving of the lower rate.

  Business Response

  Date: 08/03/2023

  Good morning,
  
  Please find attached our response to the case presented on
  behalf of our member, Mr. *******. If you require additional information from
  the handling of this case, please reach out to me using the contact information
  provided.
  
  Best regards,
  
  Tyler
  J. K****
  Senior
  Administrator, Service Risk & Recovery
  SEFCU,
  a division of Broadview Federal Credit Union
  4
  Winners Circle
  Albany,
  NY 12205
  P:
  ###-###-####
  ************.com

  Customer Answer

  Date: 08/08/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  I spoke to Ben at length about this issue. What I was told was although my FICO score and credit history did warrant top tier pricing, their scoring system for each line of business was different. Although I was considered top tier for their other lending models such as a mortgage, for this auto loan request, they were forced to use their risk-based scoring system. I understand completely having to use the same scoring for all members, but in my opinion part of lending in general should be judgment based and not just score driven. When I spoke with Ben he also shared my sentiment, and stated he corresponded with senior members that day, and they determined there was nothing they would do. So, in reality nothing has changed. 
  
  
  
  Regards,
  
  
  **** *******
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:06/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I attempted to use my debit card at two separate stores and was declined. After using all my cash at the first store I then went to the second where I had to use a credit card. After the second store declined I checked my bank account online and noted that I had more than sufficient funds to cover the charges at least 100 times. I contacted the bank via secure chat and they didn't seem to care "I'll send a ticket" I then went into the branch where the teller said "so sorry it's not just you" and "we have no clue when it will be fixed"

  Business Response

  Date: 06/15/2023

  Good afternoon,  Please find attached our response to the case presented on behalf of our member, Ms. ******. If you require additional information from the handling of this case, please reach out to me using the contact information provided. Best regards, Tyler J. K**** Senior Administrator, Service Risk & Recovery SEFCU, a division of Broadview Federal Credit Union * ******* ******Albany, NY 12205 P: ************To Whom it May Concern: We appreciate you bringing this case to our attention and allowing us the opportunity to respond. The service outage which caused intermittent access issues for some of our debit cards has since been resolved, which we have communicated to Ms. ******, offering a direct channel for additional support if needed. We consider this matter to be closed. However, should you have any additional questions, please contact me at ************* Sincerely, Julie ****** Chief Risk & Security Officer 

• Initial Complaint

  Date:06/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called in Saturday afternoon, June 3rd, with my mother to attempt to reset her password with a customer service representative. As we dialed in, we were prompted with a survey asking us if we were over 55. I said no, asked to speak with a human, and pressed 0 on my phone.
  
  My call was transferred to a salesperson who started pitching me on a medical alert device. I asked them to stop trying to sell me something and that I wanted to be connected to my bank's customer service team, not to a salesperson. The salesperson continued pitching me. When they finished their pitch, I repeated my request, and they said they had no idea what bank I was talking about, but they wanted to sell me a medical device now.
  
  This is absolutely unacceptable behavior for a credit union to be engaging in. You should not be selling your customer service calls as leads to companies that are targeting senior citizens. My mother was very confused by the situation. Shame on you for trying to turn your customer's customer service requests into an unrelated profit line.
  
  We will be closing my mother's business and taking it to another financial institution that will not sell their calls to third parties.

  Business Response

  Date: 06/15/2023

  Good afternoon, Please find attached our response to the case presented on behalf of our member, Mr. ****. If you require additional information from the handling of this case, please reach out to me using the contact information provided. Best regards, Tyler J. K**** Senior Administrator, Service Risk & Recovery SEFCU, a division of Broadview Federal Credit Union 4 ******* ****** Albany, NY 12205P: ************ To Whom it May Concern: We appreciate you bringing this case to our attention and allowing us the opportunity to respond. We have confirmed the wrong number was dialed resulting in the experience outlined in this complaint. We have since reached out and assisted Mr. **** with his original request for service, providing him the appropriate contact information for future reference. We consider this matter to be closed. However, should you have any additional questions, please contact me at ************* Sincerely, Julie H*****  Chief Risk & Security Officer 

• Initial Complaint

  Date:05/19/2023

  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.

  Starting in January 2023 my account became overdrafted due to bills piling up from christmas. i had direct deposit to the account and each week I would pay the overdraft fees and then pay my bills. I became a cycle of constantly being overdrafted and we were falling further behind on bills so I decided to move my direct deposit to my other joint account with my husband to try to control the damage and stop the overdraft fees. As we were getting caught up, I took a loan from my 401K account to catch up on our mortgage, which was facing foreclosure. I received that check and deposited it to make the necessary mortgage payments to keep up out of foreclosure. However, on the day the mortgage payment was to come out of my account, SEFCU took the money to pay the overdraft fees still left in the original account. I would like all overdraft fees refunded and those funds returned to my account and I would like a payment plan to be set up for any charges that came out of my account so that I may have time to incure the expense and be able to feed and house my three children,

  Business Response

  Date: 05/25/2023

  We appreciate you bringing this case to our attention and allowing us the
  opportunity to respond. We have addressed those concerns outlined in Ms.
  ******’s complaint and provided reimbursement for a portion of the fees
  associated with her account activity as a final courtesy. Our efforts to discuss
  repayment options via phone and written communication prior to the offset of
  funds, went without response and ultimately, prevented this debt from being
  charged off into collections.
  We consider this matter to be closed. However, should you have any additional
  questions, please contact me at ###-###-####. 

  Customer Answer

  Date: 05/28/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. By taking the funds from one account and placing them in the other I have now incurred overdraft fees to my joint account with my husband. The mortgage that was to be withdrawn that same day has been kicked back twice causing problems with my mortgage company and a reoccurring payment incurred an overdraft fee. I would like these fees refunded as well due to them moving the money without my consent. 
  
  Regards, 
  
  ******* ******

  Business Response

  Date: 05/30/2023

  Good afternoon, We have spoken with Ms. ****** and addressed those additional concerns shared following our original response. We consider this matter to be closed and Ms. ****** has been provided a direct contact channel for future inquiries related to this case. Best regards, Tyler
  *. K**** Senior
  Administrator, Service Risk & Recovery SEFCU,
  a division of Broadview Federal Credit Union

• Initial Complaint

  Date:05/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered checks on 4/24/2023 and as of 5/15/2023 have not received them. I contacted SEFCU customer service line. The first two times I called, my call was dropped after waiting on hold almost 5 minutes each time. When I finally got through and explained the concern, the customer service rep asked me when I changed my address with SEFCU. Although it would seem she has that info, I told her I changed it immediately after moving last August, over 8 months ago. She then told me the check company made an error and sent the checks to my former address. I replied that I have no contact with the check company, and I confirmed my new address with the SEFCU representative when ordering the checks. She said “well it was never saved in the system”. She said “I would be willing to stop payment on these checks and waive the fee”. I told her I wouldn’t pay the fee to stop payment on the checks bc this is SEFCU’s error, and expressed my concern about 80 checks being out there somewhere with my name, former address and bank routing and account number on them. She advised me there was nothing she could do about that. I spoke with her supervisor and received the same response. She also said this would be a “coachable moment” for the staff member that neglected to update my address with ******* check company. Well, I’d prefer that sefcu not train their staff at the expense of the security of my information and my bank account Huge error on the part of sefcu, now my personal information and financial accounts are at risk, and SEFCU is taking no responsibility whatsoever.

  Business Response

  Date: 05/26/2023

  We appreciate you bringing this case to our attention and allowing us the opportunity to respond. We have addressed the error which caused Ms. *****’s check order to be sent to a previous address, stopping those items and expediting a replacement check order at no cost to our member. Our recent attempts to discuss identity protection services have gone without further response, though we are happy to work with Ms. ***** if additional coverage is desired. We consider this matter to be closed. However, should you have any additional questions, please contact me at ###-###-####. Sincerely, Julie H***** Chief Risk & Security Officer SEFCU,
  a division of Broadview Federal Credit Union

• Initial Complaint

  Date:05/15/2023

  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.

  The Fraud department has not helped me with this obvious fraud. They let it go for months. Sefcu customer service was no help to me at all. This is a serious issue that someone has been taking money out of my account since November, I have recently caught it and sefcu refused to look into it. They're answer to me was "it's a recurring charge", yes I see that, someone is continuing to take my money.

  Business Response

  Date: 05/24/2023

  We appreciate you bringing this case to our attention and allowing us the opportunity to respond. We have spoken with Ms. ****** and addressed those concerns associated with the outcome of her debit card fraud claim, as outlined in this case. We consider this matter to be closed. However, should you have any additional questions, please contact me at ###-###-####. Sincerely, Julie H***** Chief Risk and Security Officer

  Customer Answer

  Date: 05/25/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Tyler reached out to me and was very helpful. I appreciate that. 
  
  Regards, 
  
  ******* ******
  
   

• Initial Complaint

  Date:05/10/2023

  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.

  They sent a bill or offer for a 1700.00 loan. I threw it out. They made another offer around 900.00 & I refused it. Now they are ??? to say I cashed those checks. #1  I would never let a bank mail me a check.  #2  I would just tell them to deposit it to my account.  #3  They know I have another account as they would deduct my car payment until I paid it up at ******** bank.  #4  I think someone at SEFCU is perpetuating fraud. 

  Business Response

  Date: 05/23/2023

  We appreciate you bringing this case to our attention and allowing us the opportunity to respond. Our records indicate frequent contacts made with Mr. ******* to prior to each of his two personal loans being charged off to prevent this action. A check made payable to **** ******* was requested and mailed to the address on file, being negotiated approximately one week after delivery. Final demand notices for each loan were mailed to Mr. ******* on February 6, 2023 and March 2, 2023. Further correspondence will be sent to Mr. ******* upon referral to a collection agency (set to occur this month) should he wish to resolve this debt. We consider this matter to be closed. However, should you have any additional questions, please contact me at ###-###-####. Sincerely, Julie H***** Chief Risk and Security Officer