Complaints

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

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• 

  Pennsylvania State Employees Credit Union

  1 Credit Union Pl Harrisburg, PA 17110-2912

• 

  PSECU

  502 E College Ave State College, PA 16801-5518

• 

  Pennsylvania State Employees Credit Union

  1 Credit Union Pl Harrisburg, PA 17110-2912

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:06/30/2023

  Type:Order 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 obtained an autodraft loan from PSECU with a rate of 6.99%. The rates dropped to 5.99% and I called in to see if I could obtain that rate. I was told that I would have to reapply to get the rate. It turned out that it was not possible to apply for a new loan while the current loan was still active, and the re-application was rejected. The representative then got a manager on the call. The manager then told me that there was no need to re-apply to get the lower loan rate, and I would be automatically given the lowest rate available based on the date I signed my autodraft check. When I signed my autodraft check the lowest rate available was 5.99%. When I received my final loan paperwork it showed that I was being give a rate of 6.99%. I called PSECU to discuss the wrong rate being assigned to my loan, I was told that a PSECU manager reviewed the call transcript, and the manager did not state that I would be given the lowest rate available. I adamantly disagreed and I asked to also review the transcript of the call, because I knew exactly what the manager had stated. The representative then became defensive and said that I was not permitted to review the transcript, even though I was recorded on the call. The representative also stated that I was not guaranteed the lower rate, based on credit tiers, to which I responded my original rate was based on the best tiered rate and the manager I spoke to never even discussed tiers and said I was guaranteed the lowest rate available based on the date the autodraft check was signed. The representative then became defensive and said it didn’t matter what the manger stated, my final rate was based on my credit tier as stated in the fine print on the online application. I was truly misled by the manager, who guaranteed the lower rate, and the representative who called to resolve the issue tried to cover the manager’s tracks by failing to admit wrongdoing or permitting me to have access to the call recordings or transcripts.

  Business Response

  Date: 07/10/2023

  I am writing in response to your email dated June 30, 2023,regarding a complaint the Better Business Bureau (BBB) received about PSECU. Please know that due to the sensitive information being submitted, we worked with the individual directly on a resolution. Thank you for sharing this correspondence with PSECU.

  Customer Answer

  Date: 07/10/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  I have released my rights and authorized PSECU to release any and all information relative to this case to BBB. Please see the attached release/authorization. 
  
  Regards,
  
  *******************

  Business Response

  Date: 07/13/2023

  I understand that our member rejected PSECUs response stating that he is authorizing PSECU to release all information for this case to the BBB. As indicated in the prior response, we worked with the individual directly on a resolution and we are unable to share sensitive account information. At this time, we consider this matter closed.

  Customer Answer

  Date: 07/18/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: The documentation was not provided to BBB.
  
  Regards,
  
  *******************
  

  Business Response

  Date: 08/04/2023

  I understand that our member rejected PSECUs response stating that he would like documentation provided to the BBB for this case. It is PSECUs procedure to work with the consumer directly on a resolution when a complaint is submitted to the BBB. On June 29, 2023, we worked directly with ************** on developing a resolution and we implemented the resolution on July 3, 2023. As indicated in the prior responses, we are unable to share sensitive account information and therefore we will not be providing supplemental documentation to the BBB. PSECU considers the members correspondence dated July 18, 2023, to be a reassertion of recent prior claims to which PSECU has already provided an appropriate response. PSECU considers these claims to have been adequately addressed and closed and PSECU will not respond to future correspondence asserting these claims.

  Customer Answer

  Date: 08/13/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  The non-sensitive information has not been released. 
  
  Regards,
  
  *******************
  

  Customer Answer

  Date: 08/15/2023

  I finally received the preferred rate, but the particulars as to why I finally received the preferred rate were not released by PSECU. PSECU needs to respond and clarify as to why I was finally given the preferred rate. That clarification does not require the release of sensitive or confidential information.

• Initial Complaint

  Date:04/14/2023

  Type:Delivery 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 opened an checking account December 15 2022, I was sent my account information and checks but have yet to receive my debit card for this account. It has been three months and I have been waiting on my debit card to be sent via mail. I have contacted PSECU customer service twice, in January 2023 I was told that I should be receiving my debit card in the mail in a shirt few days. After I still have not received debit card I called the end of January and was told that due to an manufacturing issue the debit cards are delayed, and I would be receiving my debit card in a few weeks it is now March 10, 2023 and I still do not have a debit card for this account. I am frustrated and disappointed in the lack of assistance I am receiving from PSECU. I have not been able to use my account due to not having a debit card. I would like my debit card express mailed to me ASAP. This is ridiculous, I have been receiving statement and other mail from PSECU but not one debit since I opened the account December 2022. account number **********

  Business Response

  Date: 04/26/2023

  I am writing in response to your email dated April 18, 2023,regarding a complaint the Better Business Bureau (BBB) received about PSECU.Please know that due to the sensitive information being submitted, we worked with the individual directly on a resolution.

• Initial Complaint

  Date:04/13/2023

  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.

  February 13,2023 I filed an unauthorized transaction dispute for a transaction made of $14,000 with ******* jewelers, I submitted documents on of a police report proving that my wallet was stolen and the transaction wasn't my doing, since ******* provided a signed receipt it was automatically reversed back to my account, I am not obligated to pay this debt and would like for it cleared from my account and credit report.

  Business Response

  Date: 04/26/2023

  I am writing in response to your email dated April 14, 2023,regarding a complaint the Better Business Bureau (BBB) received about PSECU.Please know that due to the sensitive information being submitted, we are working with the individual directly on a resolution.

• Initial Complaint

  Date:04/13/2023

  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 husband had an account balance with PSECU at the time of his death in November of 2019. I called them and informed them of his passing and asked what I had to do in order to have the funds released to me and I was asked for contact information and told that someone would be contacting me to let me know what they needed from me. I was also told that they would mail me the paperwork to fill out and send back along with the needed documents. I never heard back from anyone and nothing was ever sent so I assumed there was nothing there. Then I received a letter from them today 3/1/2023 stating for the past two months his account balance has not met the minimum share balance of $5. That lead me to believe there was something there when I initially contacted them in December of 2019. I contacted PSECU again today 3/1/2023 and explained the same thing to them and I was told the account had been closed and that they've been charging dormancy fees since his passing

  Business Response

  Date: 04/25/2023

  I am writing in response to your email dated April 13, 2023, regarding a complaint the Better Business Bureau (BBB) received about PSECU. Please know that due to the sensitive information being submitted, we contacted the individual directly and consider the matter resolved.

• Initial Complaint

  Date:04/06/2023

  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.

  Upon reviewing my consumer reports, I noticed that PENNSYLVANIA ST EMP C U reporting negative information in a form of late payments to the consumer reporting agencies Transunion in reference to me as the consumer. Pursuant to 15 USC 1681s-2(a)(7)(E), no federal law under the Fair Credit Reporting Act requires a financial institution to furnish negative information about a consumer to a consumer reporting agency. Furthermore, under the Federal Truth In Lending Act 15 USC 1666b(a) state that A creditor may not treat a payment on a credit card account under an open-end consumer credit plan as late for any purpose. I am demanding PENNSYLVANIA ST EMP C U to CEASE AND DESIST these illegal actions. Pursuant to 12 CFR 1016.7(g) PENNSYLVANIA ST EMP C U are required to comply with this opt out notice upon receipt and comply with the follow:Remove all late payments in reference to account # ***************Update with the consumer reporting agencies

  Business Response

  Date: 04/20/2023

  I am writing in response to your email dated April 7, 2023,regarding a complaint the Better Business Bureau (BBB) received about PSECU. Please know that due to the sensitive information being submitted, we are working with the individual directly on a resolution.

• Initial Complaint

  Date:04/04/2023

  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.

  This company holds my auto loan. I pay 405.13 a month and have a balance of 13,733. I had 2 late payments which have been caught up and paid. I am now paying on time. My monthly payment is due on the 11th. My wife pays all our bills on line with a debit card. Because of the late payments they blocked our account so we had to call in every month. They won't let my wife do that because her name is not on the account. I have given them authorization for her but they require it every time. So what's the point. They gave us a quick pay page that never works. I told my wife to call in and say she was me to pay it because I am only home 2 days a week. They call her a liar and restricted all online payments. Now they require that I call and give their operators my bank account and routing numbers every month, which I am not comfortable with.

  Business Response

  Date: 04/14/2023

  I am writing in response to your email dated April 5, 2023, regarding a complaint the Better Business Bureau (BBB) received about PSECU. Please know that due to the sensitive information being submitted, we are working with the individual directly on a resolution.

• Initial Complaint

  Date:03/14/2023

  Type:Product 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 traveling veteran and I was the victim of fraud and forgery and PSECU didn’t have my best interest. I was in Mexico City MX and went to a bar with a friend on 11/16/22. We ordered 6 drinks and they said that the total was $250! Begrudgingly I initially used my credit card and the waiter returned and said that my card didn’t work. I checked my PSECU app and saw they ran my card for $1281.71. I immediately confronted them and they said it was an “error”and gave me a canceled transaction receipt that was for the amount they charged me in pesos. Unbeknownst to myself at the time, not only did they not cancel the erroneous charge, the canceled slip they gave me wasn’t my card and the date was for the previous month when I wasn’t even in Mexico. I called PSECU immediately and had my card canceled and filed a dispute. 3 months 03/07/23 later the bar forged my signature and submitted it as legit. PSECU told me that they are siding with the merchant and there is nothing they will do. I asked PSECU to ask the merchant to provide an itemized bill of the transaction- they said they can’t. The location of the transaction should reflect the bar location I was at. Wasn’t at name and location on forged receipt.The place doesn’t exist. There is no “chop resturante” in Mexico City. I went to ****** and saw review after review that this Paris bar is notoriously known as credit card scammer and been going on for quite some time. I presented all the evidence that I was a victim of fraud and PSECU states I am liable. I been a customer for over 10 years, banking and mortgage. If this isn’t remedied I will be switching mortgage companies and current in the process of canceling my credit card and banking service with PSECU. They don’t support their members in fraud situations. Ironically I actually asked customer service before I left if I can add some sort of credit limit that I can set to authorize to avoid all this. PSECU account  #**** ***** Bar ****** ***********************

  Business Response

  Date: 03/28/2023

  I am writing in response to your email dated March 15, 2023,regarding a complaint the Better Business Bureau (BBB) received about PSECU. Please know that due to the sensitive information being submitted, we are working with the individual directly on a resolution.

  Customer Answer

  Date: 04/05/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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 havent received a resolution as of yet. I was contacted by PSECU and theyve yet to tell me the outcome of my complaint. Ill accept that they said they are working directly with me before I actually know the resolution, however Im hoping for a positive outcome.
  Regards,
  
  **************
  
  

• 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.

  Pescu took my payment over the phone but did not apply the payment to my account (December 2023). They then called me to advise me my payment was late in January 2023. I processed a payment with the rep over the phone but she did not tell me of the missing payment for December. Which was not applied due to their own error. They then reported my account 30 days late on my credit report and are unwilling to reverse due to their own mistake. I have always made payments on time but they are unwilling to correct their own mistake.

  Business Response

  Date: 02/15/2023

  *********************************
  Better Business Bureau of
  Metropolitan Washington DC and Eastern PA
  1337 North Front Street
  Harrisburg, PA17102
  
  Dear ******************,
  
  I am writing in response to your email dated February 2, 2023, regarding a complaint the Better Business Bureau (BBB) received about PSECU, which was assigned the ID of ********.
  
  Please know that due to the sensitive information being submitted, we contacted the individual directly by phone on February 8, 2023, and consider the matter closed.     
  
  Thank you for sharing this correspondence with PSECU. Please do not hesitate to contact me again if you have any questions or feel I may be of further assistance.
  
  Sincerely,
  
  *************************************
  Administration & Board Governance Analyst I

• Initial Complaint

  Date:12/14/2022

  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.

  PSECU closed my account without even contacting me. Saying they couldn't verify my job after I sent in tax returns and W2s. Very shady bank. Had a credit card, checking, and savings account with them.

  Business Response

  Date: 12/21/2022

  We appreciate receiving our members feedback as we take our members concerns very seriously. For confidentiality reasons, we contacted our member directly on 12/19 and consider the issue closed.

  Business Response

  Date: 12/23/2022

  
  As we indicated in the prior response, we contacted you directly on 12/19 and consider the issue closed.

  Customer Answer

  Date: 12/23/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: Unfair business practices and was led to by the company. 
  
  Regards,
  
  *******************************
  

• Initial Complaint

  Date:12/13/2022

  Type:Service or Repair 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.

  A wire transfer was made to my account on 11/25, but it has not shown up in my account. The sender has an ***** and a payment record, which I attached. I can't get ahold of PSECU. They won't message me back on the "secure message" system and the wait time on the phone was 40 minutes +, I called several times with no success. The sender is getting impatient and starting to think I stole their money. Please find out what's going on with this. I attached the ***** and payment document.

  Business Response

  Date: 12/15/2022

  We appreciate receiving your feedback as we take our members' concerns very seriously. For confidentiality reasons, we contacted you directly and will continue to correspond until the issue is resolved. Your feedback is important to us. Thank you for sharing it with us.

  Business Response

  Date: 12/22/2022

  We appreciate your feedback as we take our members' concerns very seriously. For confidentiality reasons, we spoke with you via phone on 12/22/2022. Please feel free to reach out to us if you have any additional questions.

  Customer Answer

  Date: 12/22/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ********************