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

  1239 Washington Ave Albany, NY 12206-1067

• 

  Broadview Federal Credit Union

  State Campus Bldg #3 Albany, NY 12203

• 

  Broadview Federal Credit Union

  700 Patroon Creek Blvd Albany, NY 12206-5010

• 

  Broadview Federal Credit Union

  107 SIMON DR EAST SYRACUSE, NY 13224

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:05/02/2023

  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.

  Recently, my checking/debit account has had fraudulent activity in the form of unauthorized withdrawals. I contacted the fraud department at SEFCU where I was told that I had to try and get a refund from the company. When I contacted the company, they refused a refund of these fraudulent charges. When I asked what the charges were from, I was told a raffle. I did not enter any raffle, nor would I. To make matters worse, it was a “subscription” so there was a recurring charge each month. Here is the breakdown,
  
  11/15/2022 $9.99 ** Sales
  11/20/2022 $109.88 ** Sales
  12/20/2022 $109.88 ********** 1/18/2023 $109.88 **********.  The phone numbers that I called were provided by SEFCU. They also provided an address for this company which appears to be a private residence in Florida (**** ****** Court Florida). When I called the number I was told that they are a 3rd party and they wouldn’t give me the legal company name or address. The representative that I spoke with said that their company is located in South East Asia. Here are the phone numbers and address that I was given by SEFCU.
  
  ** Sales ###-###-####, ###-###-####
  **** ****** Court
  Florida
  
  So,I requested a full refund ($339.63) for the unauthorized charges from SEFCU, to the impacted account. SEFCU closed the case stating that it was not fraudulent. They sent me photo's of what I had supposedly purchased. Which was a bottle of pills called ***** BOOST. In the paperwork it states that billing and mailing information match. FALSE! Also, there is no tracking number, carrier or delivery date. I did not order nor receive any such pills! What good is a bank if your cards are not protected?
  
  
  Sincerely,
  ****** ***** ###-###-#### (mobile)

  Business Response

  Date: 05/15/2023

  We appreciate you bringing this case to our attention and allowing us the opportunity to respond. We connected with Ms. ***** and explained the outcome of her recent chargeback claim, which was rejected by the merchant citing proof of authorization for those transactions disputed in the case. One transaction was refunded separate from the case, though we are without rights to pursue further reimbursement. We encourage Ms. ***** to continue working with the merchant in pursuit of further reimbursement. 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

• Initial Complaint

  Date:04/21/2023

  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.

  Two occasions of financial harassment from SEFCU.
  1) an account was sent to collections, at our fault even though we attempted to settle prior. The collections account was paid. No more than 3 months later a letter was sent from SEFCU saying they would settle for less than what was owed. Even though we paid the full amount to the collector. Loss mitigation was rude and requested a letter be sent to them. A letter and supporting documents were sent and there was no answer.
  2) I have a line of credit that I paid down to a balance of 0 last month prior to due date. I paid over 5k in the month of March. On my online account it said balance was .50. Today, two days after the next due date I received phone calls and emails from loss mitigation again saying I am 30 days late and owe them 180$. I instructed the caller that I had paid the balance and there should be no reason I am 30 days late and no reason I owe 180$. They told me they don’t know what’s happening and they will have to get back to me. Meanwhile I received no contact prior to their “30 days” and it may have been sent to collections already. I want SEFCU to refund me any and all late fees, money lost to credit score reduction, and I want loss mitigation to explain in writing what happened and why. I also want loss mitigation to reach out to my wife, ****** ****** and answer the letter that they demanded she write and send. SEFCU is harassing people for no reason. Quite literally.

  Business Response

  Date: 05/03/2023

  We appreciate you bringing this case to our attention and allowing us the
  opportunity to respond. We have spoken with Mr. ******* and addressed those
  concerns outlined in his complaint.
  We consider this matter to be closed. However, should you have any additional
  questions, please contact me at ###-###-####. 

• Initial Complaint

  Date:04/18/2023

  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.

  My brother and I originally borrowed 5100.00 in person in May of 2017 , we came in person the very next day to increase the borrowed amount to 7500. so the 7500.00 paid off the 5100.00.
  I ******* ******* was paying 192.09 since 5/2017. Numerous times I have called Sefcu to discuss the actual loan ********* and I took to discuss payments and without fail I was told they can't speak to me about the loan because ********* was the primary borrower on the loan. I am confused as to why loan 535549 for $7500.00 went to collections? when was the actual dates of said missed payments? Based off my credit report SEFCU reported I missed a payment in 6/2018, which I did not I checked my bank statement and plain as day i see the payment coming from my chase account going to SEFCU on 6/19/2018. I am confused as to why would you "sell" my loan to collections and then very recently take the money that was collecting in SEFCU to pay off said loans?
  1. I no longer owed you; the original lender any money once your sold that debt to the collections agency.
  2. AND when did these accounts become  unfrozen where you can take my money but I can't? and if you did receive anything from Child Support I need to see what you received saying these accounts can not be unfrozen?

  Business Response

  Date: 04/28/2023

  Hello, We appreciate you allowing us the opportunity to respond to this complaint. We have been in contact with Ms. ******* and are working directly with her on a solution. We
  will continue to work directly with Ms. ******* until there is a resolution.

• Initial Complaint

  Date:04/05/2023

  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.

  On 12/27/22, I deposited a convenient check tied to my credit card cash advance for $2000, which was sponsored by ***** ***** ****, into my SEFCU checking account. About two days later, I saw the fund was briefly available. On the third day, the check changed to "extended hold." I called the customer rep asking why my check changed from "available" to "extended hold". I was told that the SEFCU check system had detected that the check was potentially fraudulent. The SEFCU fraud detection team has contacted ***** ***** **** to confirm if it is legit. I told the SEFCU customer rep that my credit card was already charged in the amount of $2000. Ten days later, the "extended hold" status was not lifted. I called the SEFCU customer rep again and was told they were still waiting to hear from ***** ***** ****. After 30 days, I called the SEFCU customer rep again, and this time, they told me that the check I had deposited was fraudulent. I was so outrageous to hear that; why would my credit card bank send me a fraudulent convenient check for a cash advance? I called my credit card bank to file a dispute and was told to dispute through ****. So I went to dispute with **** and was told to wait until two bill cycles to resolve it. After nearly 60 days, **** sent me the dispute resolution that they couldn't help me resolve this dispute since it was not a merchant transaction. I was running the dead-end. This time I took the matter to ***** ***** **** and asked them to trace what happened to the check I deposited into my SEFCU. The ***** ***** branch manager showed me that the check was paid by ***** ***** **** on 12/29/22. I told the ***** ***** **** branch manager that the SEFCU fraud detection team claimed that the ***** ***** **** indicated the check was fraudulent. The manager there replied that they never indicated that the check was fraudulent, and they paid it on 12/29/22. The SEFCU must be liable for 90 days of accrued interest at 18% APR on my behalf

  Business Response

  Date: 04/14/2023

  We appreciate you bringing this case to our attention and allowing us the
  opportunity to respond. The extended hold Mr. *************** check was placed
  at the recommendation of ***** *****, who indicated the check was counterfeit
  and would be returned. ***** ***** has not followed through on their written
  intent to return the check, nor responded to our attempts to discuss next steps for
  the funds that remained on hold. We have since released the hold and referred
  Mr. ************* for further discussion of reimbursement for interest charges
  they may have assessed him, as well as associated risks with spending these
  funds.
  We consider this matter to be closed. However, should you have any additional
  questions, please contact me at *************  

  Customer Answer

  Date: 04/18/2023

  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. 
  
  
  Regards, 
  
  **** *************

• Initial Complaint

  Date:03/20/2023

  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.

  There was a fraudulent charge on my account on 10/09/2022 made in CA when i live in NY - Sefcu let it go through and i advised them through chat it was fraud - it was never removed thus causing a lot of fees to occur. i went through and located all the fees and how they were caused by this charge and by other fees. I also find it interested that many overdraft fees that SEFCU charges, they hide by labeling them under the merchant instead of as an overdraft fee. The total refund i am seeking if you look at the documents is 468.96

  Business Response

  Date: 03/28/2023

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

• Initial Complaint

  Date:03/02/2023

  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.

  This company habitually mails mortgage payments late. I always receive them the first week of the month that the payment is due. (So my last payment was due 2/28, and I received my bill and statement on 3/2). They make it literally impossible to make a payment on time, which I think is violating state and/or federal regulations. I have brought this up with them many times, and have been told there is nothing they can do about it, and they mail all statements on the 16th of the month. There is no way that is accurate, unless they are being mailed from Hawaii, as mail coming from anywhere in the country does not take that long (2 full weeks). This past month I attempted to make my payment online, because that is essentially what they are illegally steering me to do, and received this error message "Additional payment activity is not allowed because you submitted a payment scheduled for today to bring your account current. You can view the pending payment on the 'Scheduled Payments' tile. Once the pending payment has posted to your account, you'll be able to make additional payments". This makes no sense to me, as when I mail my payment in I am able to make additional principal payments, but online I can't? If I received the bill before the payment is due, I would not be making a payment within the grace period, I would pay it early. You also have to go through multiple prompts to complete your payment online "Read terms and conditions, etc), so I do not understand why I would not receive that error message before submitting the payment. I sincerely regret refinancing my mortgage with this small time regional credit union. I have decided since it is technically a separate issue every month, I will be filing a BBB complaint every month I receive a bill and statement past the due date. I don't think requesting my bill and statement before the due date is an unreasonable request..

  Business Response

  Date: 03/17/2023

  We appreciate you bringing this case to our attention and allowing us the
  opportunity to respond. We have been in contact with Mr. ********* and offered
  him solutions to resolve those concerns outlined in his complaint.
  We consider this matter to be closed pending future contact with the member,
  however, should you have any additional questions, please contact me at ###-###-####. 

  Customer Answer

  Date: 03/21/2023

  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.  

  I do wish this mortgage servicer was capable of mailing out statements earlier, preferably before the mortgage is due, but they cannot do it, so I will pay online moving forward as there really is no other option. 
  
  
  
  Regards,
  
  
  
  ***** *********
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:02/21/2023

  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.

  SEFCU has been charging me overdraft fees even when there’s money in my account and labeling them as my most recent purchase. On Wednesday, February 15th I called to let them know I was charged $28 even when there was money in my account. The lady I talked to was kind, agreed that I was wrongly charged and refunded me the money. It happened again on Saturday, February 18th so I called and was told they couldn’t refund me since I’ve already been refunded too many overdraft fees. I told them that wouldn’t work for me considering they wouldn’t have to return all these fees if they didn’t continue to falsely charge me. They ended up giving me the refund and then it happened again the very next day on February 19th. However, it was a Sunday so I had to contact them using their 24/7 online chat. They again told me they couldn’t refund the fees, even though there was money in my account, and told me to contact SEFCU on Tuesday, February 21st. When I called the today the supervisor told me there was nothing she could do and that they wouldn’t return my fees even though there was money in my account. She told me it was due to the pending charges at the time of purchase, but all those charges are now officially posted onto my account and if they didn’t take 3 $28 fees from me, my account would be at $8.53. She had no explanation for how my account was over-drafted besides telling me it was in the negatives when I purchased my ****, which again is false.

  Business Response

  Date: 03/06/2023

  
  To Whom it May Concern:
  We appreciate you bringing this case to our attention and allowing us the opportunity to respond. Our attempts to reach Ms. ******** to discuss her concerns in further detail went without response but the appropriate account maintenance has been performed to resolve the issues 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

• Initial Complaint

  Date:02/15/2023

  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.

  Issue 1: SEFCU assessed me 3 overdraft fees on 2/1/23 originally when I had a positive balance (screenshot attached) as I was paid on 1/31/23. Due to those overdraft fees my account ended up being negative and getting a subsequent 13 insufficient funds charges at $28 each which is not only excessive but caused by SEFCU charging me 3 when I was positive and continued to allow PayPal to deduct from my account 11 times when it was already overdrawn just for SEFCU to charge me overdraft fee. Additionally on 2/13 PayPal refunded me 3 times as they were not supposed to deduct from my account (screenshot attached). I need these overdraft fees reversed and when I sat down with Tin Par from the Clinton Avenue branch she stated she would reverse 2 fees but refused to reverse all the fees and stated there was no manager on site that could assist me so here I am making a complaint for help. Tin Par also stated there were only 3 overdraft fees when there were more assessed or pending.
  
  Issue 2: SEFCU has shown unfair and inaccurate banking practices. While going through my charges I noticed like before there is a miscalculation. On 2/10/23 my balance was -67.46 and a $33 PayPal charge was made that brought my account to -128.46 instead of -100.46 which would be the correct amount. This fraudulent calculation continues. According to SEFCU my balance jumps from -128.46 to -179.07 with a $22.61 PayPal again. These charges do not add up and it shows incorrect accounting. I want my bank account audited my overdraft fees reversed and adjustments made to the balance that are accurate. If not, I think I have enough evidence for a civil lawsuit.
  
  Issue 3: While going through all of this my balance showed so high negatively without any corresponding charges (screenshot attached). -402.44.
  
  At the end of all these charges my account was overdrawn $587.11.
  
  All the screenshot provided suppers everything in this claim.

  Business Response

  Date: 02/21/2023

  We appreciate you bringing this case to our attention and allowing us the
  opportunity to respond. We have spoken with Ms. ***** about those concerns
  outlined in her complaint, providing additional relief and resources to support
  positive banking habits for her accounts. We have confirmed the legitimacy of all
  fees assessed and accuracy of our reporting the account activity associated with
  Ms. *****’s account.
  We consider this matter to be closed. However, should you have any additional
  questions, please contact me at ###-###-####.  

• Initial Complaint

  Date:11/30/2022

  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.

  On 11/30/22 a social security check was deposited after 2 transactions had posted for the same day. I was charged $29, two times for charges that should have been taken out after the $630 deposit. I called and spoke to a representative and told them I was embarrassed to even ask for a credit for the fees. As I have to use courtesy pay often. She said she couldn't return any fees because I had one waived in 2020. I feel CapCom intentionally held my deposit. I am looking for $58 to be refunded back to me because Cap Com intentionally withheld my deposit until after they charged me for overdraft fees.

  Business Response

  Date: 12/08/2022

  Thank you for providing us with the opportunity to respond
  to ****** ******’s inquiry regarding overdraft fees on her account. Ms. ****** incurred
  two overdraft fees due to two pending transactions clearing her account, prior
  to her receiving her standard direct deposit.  In reviewing Ms. ******’s account history for the
  period in question, as a courtesy the two overdraft fees were reversed on
  November 30th.We left several
  messages for Ms. ****** after the fees were reversed to inform her, but have
  not received a response. We consider this matter closed.

• Initial Complaint

  Date:10/24/2022

  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.

  - 1-2 months ago filed complaint of fraudulent charge ($99.99)
  - 1-2 week ago called in to verify charge and late charge to be reversed
  - This week received letter that I am past due and threatened to notify collections
  - Called today and was transferred to multiple areas to tell story over and over
  - Wasted 5 hrs of my time. My rate is $100hr.
  - Verification and customer service systems are out of date and terrible. How do they make money with all the people I talked to over 1 small bogus charge that turned into multiple. Their playing with socialist monopoly money.

  Business Response

  Date: 11/01/2022

  Thank you for
  providing us with the opportunity to respond to ******* ******* inquiry
  regarding a fraudulent charge on his credit card. In reviewing Mr. ******* account history for the period in question, the transaction for $99.95 was
  disputed and the charge was reversed on September 13th. On September
  16th Mr. ******* card also received a merchant credit of $99.95.
  Because the card received a credit twice, one of the credits needed to be
  reversed. The additional credit was reversed on September 30th. We spoke with Mr.
  ***** and explained why we needed to reverse the second credit and he understood. We consider this matter closed.