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Business Profile

Credit Union

Sun East Federal Credit Union

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 21 total complaints in the last 3 years.
  • 7 complaints closed in the last 12 months.

If you've experienced an issue

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/25/2022

    Type:Customer Service Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a car almost one year ago and Sun East Federal Credit Union financed my purchase. I have been making payments on time every month and have had no issues with them. I recently moved to Texas and I went to pay my car note online as I normally do on or around July 7th, I noticed that there was a message that said "we are having technical issues and if it continues, please contact us. I tried the following day and the day after. My car payment was due on the first day of July 2022. I called the Sun East approximately the 9th and explained to the representative the error message I received. She told me she knows about this but because there is such a high call volume, she could not take any payments over the phone. She did give me a physical location in Texas that I could go and make a payment. This was approximately 40 mins away. I could not leave my because there was a lot of work being done in my home during working hours. I called the credit union back about a week later and I explained my situation to the representative. She was able to provide a mailing address to send payment but again could not accept payment over the phone. It was so difficult to actually go out during the day as I watch a child and have no car seat. So moving forward, time flew and now into August 1 when I get a call from a Sun East representative he was able to process July and August payment. I told the representative what happened and he advised that my account was locked and I should have been transferred over to collections so they could take a payment. He told me a lot of the representatives were new so they probably did not know that they should have done that when I called them. As soon as my payment was posted, I was hit with a 30 past due on my account. Their inability to transfer me to collections while I was on the phone costed me my credit score to decline.

    Business Response

    Date: 11/10/2022

    October 11, 2022 

    Dear *** *******, 

    This letter responds to the Complaint ID noted above. Federal laws and regulations that protect the privacy of a consumer's financial information prohibit Sun East from addressing this matter in detail with the Better Business Bureau. Our team is reaching out to the consumer and will attempt to resolve the issue consistent with the applicable agreement and/or policy. 

    Sincerely, 

    Grace C******, CFE 
    VP, Member Operations & Loss Prevention 

Sun East Federal Credit Union is NOT a BBB Accredited Business.

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