Complaints
This profile includes complaints for Scenic Community 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.
- 1 complaint closed in the last 12 months.
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Initial Complaint
Date:02/10/2025
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 mother has Parkinson’s late stage and cannot walk. My brother lives with her and helps her manage her finances for 10 years now. I also have had to get money out of the bank for her recently and for 4 years I’ve had no problem because my mother and I bank at same bank and she’s banked there for 20 years or more. Recently I to get money out of her atm for the rent. My mother also transferred money into my account for the first time because usually I’m transferring money into hers to pay her bills. However I had to charge credit to pay her electric deposit from the last place she lived. So she took that out on her device. She got a call from banks fraud department and they ask her if she gets on her banking app on her phone. My mother can’t hear good so I repeated the question for her like I usually have too. Then lady then say mam I can hear someone telling you what to say. I said NO I repeated you cause she can’t hear good. Then I was accused of taking money from her account from my own device?! My mother has only her devices was logged in for well over a year and anytime before that it was from laptop. My phone has not been signed into her account at all. I seen this myself and the lady lied. I gave my phone to my mother over 2 years ago and nobody logged in to her app but her. My mother has tremors and hard time talking sometimes or slow to talking and the lady was very rude to her and said she wasn’t mentally capable because she didn’t answer her quick enough. I have had to pay all of my mothers bills for over a year and struggled doing so and for them to accuse me is crazy. I took my mom and brother to the bank 2 times to verify everything because they took all my money out and put it into her account. So I ended up negative and even after we went in there. She has no ramp because we just moved and to do all this to us and her is very cruel. Nobody gave as a chance to prove anything with receipts or her verification.
Business Response
Date: 02/10/2025
On Tuesday, February 4, 2025, ***** ****** deposited a check for $300.00 to ********* ******** account. During the transaction, the teller asked Ms. ****** if she was the person communicating to the credit union via Online Banking through Ms. ******** account. Ms. ****** did not directly answer the question. On Thursday, February 6, 2025, a credit union employee escalated Ms. ******** account for review for potential Elder Financial Abuse stating they did not believe Ms. ****** was capable of typing the requests to change her address or to transfer funds to Ms. ******’s account. An immediate review was conducted to assess risk. During that review, it was discovered that ********* ******** debit card was used to make a $300.00 cash withdrawal by an unknown 3rd party. The video surveillance did not show ********* in the automobile during the transaction. It was determined that ********* ****** had sent online banking messages requesting address changes and requesting funds to be transferred from her account to ***** ******’s account. The IP address used for the transfer was the same IP address used by ***** ****** to access her account. A call was placed to ********* ****** to determine if she was the person conducting the online activity. ********* was able to respond to 3 different questions at the beginning of the call. No sentence had to be repeated and there were no signs of a hearing impairment. SCCU proceeded to inform Ms. ****** that the credit union had been alerted to unusual activity and asked if she accesses her account through online banking or a mobile app. There was a short pause before she answered “uh, yeah”. SCCU asked “You do?” for clarification. There was a pause and then an unknown person could be heard in background. Then Ms. ****** said, “mobile app”. SCCU informed Ms. ****** that the information needed to come from her, not the person with her. At that point, the call was taken over by Ms. ******. Ms. ****** said she was trying to help her mother figure out was being asked. SCCU explained there’s an appearance of funds being stolen from her account. It appeared that someone had logged in as Ms. ****** and asked for money to be transferred to ***** ******’s account. Ms. ****** explained that Ms. ****** can’t do things on her own and she was doing the transactions on behalf of Ms. ******. SCCU explained that Ms. ****** is the only person on the account and further explained that if Ms. ****** needs assistance managing her financial affairs, there is a legal process for that. Ms. ****** then stated Ms. ****** was bedridden and her brother was Ms. ******’s caregiver. Ms. ****** then stated if she needed to get money from Ms. ******** account she would continue to do so as she has been doing it for 4 years. Ms. ****** stated she pays Ms. ******** bills with her own money. SCCU explained that only account owners or signers are permitted to access accounts, cited federal and state regulations and protections for older adults, and recommended she take the proper steps to legally access the account on behalf of Ms. ******. She kept stating she’d “never heard of such a thing”. She was informed that $300.00 for the improper ATM withdrawal and $300.00 for the online banking transfer were being held on her account until the credit union could conduct an investigation. After the phone call, Ms. ****** took Ms. ****** to a SCCU branch location and requested to close her account and Ms. ******’s account. The accounts could not be closed at the branch due to the investigation. Ms. ****** began sending messages through online banking requesting updates. In an effort to accommodate both Ms. ****** and Ms. ******, another call was placed to Ms. ******. She was asked if she wanted to close the account, and she said yes. SCCU reversed the 2 transactions out of Ms. ******’s account to and gave the funds back to Ms. ****** to allow both accounts to be closed per their requests.
To specifically address the complaints made:
*Ms. ****** was able to answer all questions without the need for repeating. There was never a necessity for Ms. ****** to intervene in the phone conversation.
*Ms. ****** was informed that the same IP address was used to access her account and Ms. ******** account. That was the reason for questioning who was conducting the transactions. She was informed that an investigation would be conducted to determine exactly which devices were used.
*At no point in the conversation was Ms. ****** told she lacked mental capacity by the credit union.
*Ms. ****** admitted she made the ATM withdrawal, and she admitted that she was the person typing the messages to the credit union. She was resistant to all conversations about how to legally access accounts as a financial caregiver. She indicated an urgent need to close her account; therefore, the funds were returned to Ms. ****** to allow the accounts to be closed. No fees were assessed by the credit union. The overdrawn balance in Ms. ******’s account is from debit card transactions conducted around the time the funds from Ms. ******** account were transferred to her and the ATM withdrawal was made. If funds are due to her, Ms. ****** should be able to repay her with the cash withdrawal made on Friday, February 7, 2025.Customer Answer
Date: 02/11/2025
Complaint: ********
I am rejecting this response because:Upon my mother receiving a phone call from the fraud department of Scenic bank, she was asked if she used the banking app on her phone, my mother looked as though she couldn’t hear her and I repeated what the lady said. Then my mom says, “yeah”. The lady said “mam I can hear someone telling you what to say”. I then made it clear that I only repeated what she said because she couldn’t hear. So proceed to ask her questions and my mom answers. The lady then proceeds to tell us that I had logged into my mom’s account from my phone. She wasn’t just asking questions or investigating. She then accused me of logging in from my phone. She was being very hateful and my mother has Parkinson’s and couldn’t answer her quick enough and I heard the lady say she not mentally competent or something along those lines. Then after I told her she wasn’t going to speak to my mother like that and that we would all 3 come to the bank but we wasn’t just going to deal with someone accusing or being hateful because my mom answered too slowly for her due to her Parkinson’s. I tried to explain that I had given my mother my old phone but nobody has been on her phone to withdrawal money but her and the devices logged in will prove that. The first picture below shows my mom logged into devices on her bank app and the other shows my logged into devices from mine. It’s very clear nobody has signed into her app on her Samsung. No other devices have even been signed in for over a year. My phone is a IPhone 11. That proof that the bases of the investigation wasn’t even true. Or the part she said was a “red alert for them.” She kept repeating that I logged in from my phone? That just wasn’t true. My brother helps her deal with her finances and is a live in caretaker. He has power of attorney and came to the bank with me. Nothing is taken out of her account unless she knows or needs it. Even though she has tremors and physically needs a lot of help she still knows everything that goes on and when it comes to her money even more so. My brother ******** ****** has a power of attorney and came into to bank 2 times to verify everything. We all 3 went into the bank to verify the funds transferred. We had just moved my mother and opened up another joint account closer to home so we haven’t had chance to add him to the account. As for the money that was transferred to me was a deposit from the electric board that I had to use credit to pay for. As I stated with this lady yes we should have already been in the account but we have had a lot of obstacles with her health and not having a wheelchair ramp built yet because we just moved. My mom has banked there for over 20 years and I have for 5 and I just don’t understand why you would speak to your customers like that and even more so with someone elderly and disabled. I feel like because I didn’t let her speak to my mother like she was, that she did not do a proper investigation and definitely did not make an appropriate decision based on actual facts. My mother coming in to verify these transactions 2 different times should have been enough for them to fix my account they messed up and labeled fraud.
Sincerely,
***** ******Initial Complaint
Date:03/18/2024
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 two auto loans, and traded in one vehicle, a 2019 Kia Cadenza. I still had GAP coverage of $600+ 0r more left on the vehicle. The Kia dealer has sent back the funds yet the Scenic will not give me a check. They are essentially stealing the difference for the GAP. I no longer have the automobile. It's not like I'm just canceling and keeping the car. I need the pro rated amount sent back to me... or I'll even accept it applied to my other loan. This is one of the dirtiest tricks Ive ever seen.Business Response
Date: 04/05/2024
Scenic Community Credit Union provided financing to the complainant on the 2019 Kia Cadenza purchased from *** ** ********* on November 13, 2021. At the time of closing, the borrowers (complainant) opted to purchase GAP. The GAP Waiver Addendum signed by the borrower and coborrower stated the purchase of the policy was optional and if purchased, it would be nonrefundable after 60 days. Both borrowers signed stating they read and agreed to the terms and conditions of the policy.
Scenic Community Credit Union has not received any documentation supporting the borrowers’ claim that a refund was made from the dealership to the Credit Union. On March 15, 2024, the Credit Union’s CEO, ******* ******* asked the borrower for documentation of the refund. The borrowers have not yet provided any information to support their claim.
On April 5, 2024, Scenic Community Credit Union received verbal confirmation from the Kia dealership that no refund was issued by them related to the GAP purchase in 2021.
A copy of the signed GAP Waiver Addendum is attached to this complaint. Please note, there are multiple areas that state the GAP Waiver Fee is not refundable after 60 days.Customer Answer
Date: 04/05/2024
Complaint: ********
I am rejecting this response because: the 60 day refundable refers to the “free look” period. Those are required by law to be fully refundable. Also, we have requested the additional paperwork of the full terms and Scenic has refused to provide that.The issue at hand is for a PRO RATED refund past the 60 days. Scenic Community has intentionally written their contracts to be misleading and my next now is have my lawyer get involved and I still need the additional papers that go over ALL THE TERMS. My lawyer needs that and has requested it. I need that within 24 hours please.
Sincerely,
**** ******Business Response
Date: 04/08/2024
The requested documentation was sent to the borrower (complainant) by email on Friday, April 5, 2024, at 3:24 PM. The borrower responded to the email on the same day at 3:29 PM and 6:04 PM. A copy of the page signed by the applicants was provided to upon request on March 15, 2024, at 5:24 PM.
Scenic Community Credit Union is committed to full transparency on all products and services offered to its members. That commitment is demonstrated by the following information which was printed on page 1 of the GAP Waiver Addendum signed by the applicants:
“Nonrefundable after 60 days.”
“I understand that if I provide notice of cancellation within 60 days of the GAP Effective Date, the GAP Waiver Fee is fully refundable. However, if I provide notice of cancellation more than 60 days after the GAP Effective Date, the GAP Waiver Fee is not refundable.”
“I understand that I should carefully read the GAP Waiver Addendum for a full explanation of its terms and conditions before signing. I may consult an insurance agent or other financial professional to determine if a similar protection may be obtained and at what cost.”
Page 4 of the agreement, provided at the time of purchase, and again on Friday, April 5, 2024, states the following under CANCELLATION:
“This GAP Waiver Addendum may be canceled by you for a full refund within sixty (60) days of the GAP Effective Date, by contacting your lending institution’s loan officer. However, in the event of a Total Loss, Constructive Total Loss, or an Unrecovered Theft of the Eligible Collateral, the GAP Waiver Addendum fee will be deemed as fully earned and therefore, no refund will be due. If a cancellation request is received after 60 days from the GAP Effective Date, the GAP Waiver Addendum fee is nonrefundable.”
The product was clearly and prominently disclosed as nonrefundable after 60 days. In addition, the borrowers were encouraged to review the terms and conditions and compare the product with other options available in the market. These facts contradict the borrowers’ claim of receiving misleading documentation.Customer Answer
Date: 04/09/2024
Complaint: ********
I am rejecting this response because: they gave misleading information and their intention is intentionally mislead. Sale of trade of vehicle was NOT specifically stated. They know that standard practice IS to refund a prorated amount upon sale of vehicle. This company is nothing more than a money grab intentionally misleading consumers
Sincerely,
**** ******Initial Complaint
Date:12/05/2023
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.
SUMMARY: Vehicle financed through Scenic Community CU (SCCU) was deemed a total loss on 09/25/2023. SCCU nor the GAP insurance (financed through SCCU) has responded to the total loss claim. As a result, SCCU has continued to bill for the balance left after the insurance paid the total loss claim, and the GAP insuranceis not fulfilling their obligation. 04/09/2022: Purchased 2011 Lincoln MKX financed through SCCU: • $17609.92 • $935 for GAP insurance included in financed amount 09/26/2023: ***** total loss value • $10347.79 (paid to SCCU 10/02/2023) I repeatedly called SCCU to learn the status of the claim, and I was finally informed that another company, ****** *********, is the claims administrator. On October 4, 2023, I received a letter from ****** ********* stating this and the adjuster is ********* ***. I reached out to the email and phone number listed on the letter but received no response. Last attempt was on 11/28/2023. Supporting Documents: 1. The GAP Agreement states the following: • “… we will waive the GAP Amount due to a Total Loss, Constructive Total Loss or an Unrecovered Theft to the Eligible Collateral. Our waiver shall be equal to the GAP Amount including if the collateral is protected by Primary Insurance, up to $1,000 for the Primary Insurance deductible.” (1st paragraph page 3) “Additionally, this Waiver does not include the following: • Portion of installment Loan that exceeds 180% of Manufacture Suggested Retail Price (MSRP) on new Private Passenger vehicles and Miscellaneous Collateral, or 150% of NADA Retail on used Private Passenger vehicles and Miscellaneous Collateral. All other Eligible Collateral shall not exceed 125% of MSRP or NADA Retail. (7th bullet point on page 3) 2. Retail Breakdown as of 11/13/2023: • $9,488 • 150% = $14,232 3. SCCU Account Statement as of 10/31/2023: • Balance of 2011 Lincoln: $14,329.80 • ***** Check Credit: -$10,347.79 • Warranty Cancellation Credit: -$952.10 • FINAL BALANCE: $3046.87Business Response
Date: 12/12/2023
Scenic Community Credit Union (SCCU) received notice by phone that the member’s vehicle was a total loss on September 26, 2023. At that that time it was determined that the member’s insurance may not pay off the balance owed, and a Guaranteed Asset Protection (GAP) claim may be filed after the insurance payment is received and applied to the loan. A check from ***** was received on October 2, 2023, and applied the same day. The insurance check did not pay the loan in full; therefore, on October 3, 2023, SCCU filed a GAP claim for the residual balance. On October 5, 2023, SCCU received a warranty cancellation refund check and applied the funds to the outstanding loan balance. On November 6, 2023, SCCU received a request for additional documentation for the GAP claim and responded the same day. On November 17, 2023, SCCU received payment from ****** ********* for the GAP claim and applied the funds to the loan the same day. The loan was paid to a zero balance and the remainder of the funds were deposited to the member’s savings account. A voicemail message was left for the member at 2:38 PM on November 17, 2023. A review of phone records indicates the member never returned the phone call. The status of the account was available for the member to view at any time through online banking, the SCCU mobile app, or by phone. The member’s November 2023 Monthly Statement reflects the loan paid in full on November 17, 2023.
SCCU is committed to providing quality service to the membership and advancing financial peace of mind within the community. The investigation into this complaint indicates the credit union met that commitment with the accurate and timely handling of the member’s situation. The Guaranteed Asset Protection (GAP) claim was filed within 1 business day of receiving payment from the member’s insurance company, all payments were applied to the loan the day they were received, and the member was contacted at the telephone number provided within 15 minutes of the loan payoff.
The November 2023 Monthly Statement is attached. The audio file of the voicemail left for the member on November 17, 2023 could not be attached to this complaint; however, it is available to the member upon request.Customer Answer
Date: 12/19/2023
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.
Sincerely,
******** *****Initial Complaint
Date:02/13/2023
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.
I purchased a vehicle that is being financed through Scenic Community Credit Union. I have had full coverage car insurance the entire time. This was verified by SCCU and State Farm. However, I was charged for two years of collateral insurance. My loan maturity date is approaching on 8/29/23, and I pay $319.89 each month. In September, I reached out as to why my loan balance was still over $9,000. three months later and after being tossed around by several employees saying they were going to do something about this, I finally was refunded $3,892 for the insurance. Their reasoning as to why they couldn't originally refund this was that they said SCCU was not listed as the lienholder. After checking with StateFarm, I found out this was simply untrue. With 7 payments left (One of these seven will be paid on Monday, February 13, 2023), My remaining balance is $4,226.22. The interest leftover from THEIR mistake is still on my balance. The original agreed upon amount was a total of $20, 153.07 and I have paid in total (including the already scheduled payment for February 13, 2023) $18,955.84. The three attachments included show my first email to resolve the issue in September. However, after a few weeks and not hearing anything or seeing a change on my statement balance, I went to SCCU and spoke to another loan officer. She said it could take up to 30 days from the date of receiving documentation. on October 11, I went back to SCCU still not having seen a change. I met with the original person from September at this time, who seemed to have no knowledge of this issue and said that we would need to get more documentation from StateFarm. Upon calling StateFarm, they went to work and resent everything over again. The email from the second lady was received including what they would accept in order to process the refund. This also proves that no action was taken before November 2, 2022, almost two months after the original date. I also have attached my current statement.Business Response
Date: 02/23/2023
Scenic Community Credit Union provided financing for the member’s vehicle on May 17, 2018. It was disclosed at the time of financing that full coverage insurance, with Scenic Community Credit Union listed as lienholder, is required. On June 24, 2018, a letter was mailed to the member requesting proof of insurance; there was no response from the member. A second letter was mailed on July 24, 2018; there was no response from the member. Creditor Placed Insurance (CPI) was added to the account on August 25, 2018, and a copy of the policy was mailed to the member. The one-year policy expired on May 24, 2019, and a notice was mailed; there was no response from the member. Another one-year policy was added to the account on June 25, 2019, and a copy of that policy was mailed to the member. The policy expired on May 24, 2020, and a notice was mailed to the member. On June 30, 2020, the credit union received proof of current coverage. The member did not provide proof of coverage dating back to 2018; therefore, the premiums for the two CPI premiums were not refunded at that time.
The member reached out to the credit union on September 7, 2022, stating that she would have her insurance company provide proof of coverage dating back to the time she financed the vehicle. On October 11, 2022, the credit union received an email from the member’s insurance agent stating their system would not go back far enough to provide the requested documentation for coverage. The insurance company provided a screenshot and policy coverage for 2021-2023. Although the documents submitted did not provide sufficient evidence of coverage in 2018 and 2019, the credit union forwarded the information to the CPI provider for refund consideration. On November 3, 2022, a credit union employee followed up on the status of the refund request. On November 24, 2022, it was determined that the CPI premiums would be refunded to the member. The premiums were removed from the loan balance on November 28, 2022.
The review of all documentation provided by the member and retained by the credit union indicates there was no error on behalf of the credit union. The incident occurred due to the member not fulfilling a requirement of receiving the loan and was non-responsive to the multiple attempts to collect proof of insurance. Credit Union employees worked with the member to get the premiums refunded once information was provided. As an additional courtesy, the credit union has refunded the interest that accrued on the loan due the CPI premiums.Customer Answer
Date: 02/28/2023
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.
Sincerely,
**** *****Initial Complaint
Date:12/05/2022
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 checked account with this bank account I need all my money deposited please thank youBusiness Response
Date: 12/05/2022
Good afternoon,
we have contacted Ms. ******** and upon review of her documents, Ms. ******** has adjusted her employer to direct deposit her paycheck however, her first check from her employer comes in a check form. Thereafter will be direct deposited. We reviewed her account and advised she contact her employer to issue her a new check or locate where her first check is.
If she has any further issue we ask to please contact us.
Thank you
Initial Complaint
Date:11/08/2022
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.
My husband and I purchased a used vehicle in 2017 and used Scenic Community Credit Union (SCCU) for financing. We moved from TN to NJ in 2021 and began the process of transferring the title. SCCU was not properly registered in the state of NJ and was originally unable to complete the transfer. I gave clear instructions as to how to register, but my instructions were ignored. My inquiry then fell through the cracks multiple times. It took months to complete the title transfer. We recently traded the vehicle in with $24.40 left due and now the full payment is being deducted from our checking account. The CFO, Julie, advised that it was my responsibility to turn the ACH authorization off even though there was zero previous correspondence or notice. On top of that, they will not cancel or wire me back the funds to make me whole without agreeing to foot the $35-45 (depends on bank) wire fee to fix their error. They suggested that I go to an affiliated credit union in my area and withdraw the funds, which is insulting and inconvenient given the time and resources I have already wasted with the previous issue, and now they have free use of the money that they have over-deducted from our account.Business Response
Date: 11/09/2022
Ms. *******,
We really hate to hear that you were dissatisfied with your experience at SCCU. We strive to insure all of our valued members are satisfied with the financial service they receive. We have reviewed the information you detailed in your reviews and do not believe an error occurred on our part, but have taken steps to be sure you receive you overpayment as quickly as possible. I believe you spoke with someone yesterday and got this resolved. If that is not the case, please reach out to us at [email protected] for further assistance.Customer Answer
Date: 11/10/2022
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.
Sincerely,
******* ******
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