Complaints

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:01/09/2025

  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 have been trying to close a checking account for 3 weeks. They are charging me inactivity fees but will not let me close the account. I cannot close it myself online, and the representatives on the phone cannot do it either. They continue to promise a call back that never occurs.

  Business Response

  Date: 01/23/2025

  We have resolved this concern on 12/20/2024, based on member request, their account was closed, and their account balance was issued back to the member. The refund check has already cleared 01/02/2025. Our *********** Team Manager also contacted the member on 12/202/2024 and left a message for the member to contact us with a direct line to call, however we did not hear back from the member since 12/20/2024.

• Initial Complaint

  Date:11/22/2024

  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.

  I am urgently writing to address inaccuracies on my credit report caused by the disclosure of my personal information to credit bureaus, which has led to significant financial and emotional distress. According to 15 *** 1681 Section 602, I am entitled to financial privacy and expect my information to remain confidential. Furthermore, under 15 USC 1681 Section 604(a)(2), a consumer reporting agency cannot share account details without my explicit consent, which I have not given. The discrepancies associated with STANFRDFCU have negatively impacted my financial situation and need immediate correction. Additionally, compliance with 15 USC 1666(b) is essential, as it prohibits creditors from treating credit card payments as late under specific conditions. For your reference, here are my account details: Account Number: ****************** I request a thorough review of my account, prompt correction of the credit report inaccuracies, and strict adherence to federal laws governing my information. Failure to address these concerns promptly may result in legal action. I appreciate your immediate attention to this matter. Sincerely, ****** *******

  Business Response

  Date: 12/11/2024

   

  Thank you for bringing your concerns to our attention. We have carefully reviewed all the information on record regarding your dispute.

  After a thorough investigation, we have determined that the information submitted is valid and has been reported correctly. We understand that you were disputing the addresses on record. Please be informed that the necessary corrections have been made to update your address information.

  Regarding the late payment(s), we have verified that they are being reported accurately based on our records.
  We value your membership and are committed to maintaining the accuracy of our records. If you have any further questions or require additional assistance,please do not hesitate to contact our office.

  We will be happy to provide all requested documentation.

• Initial Complaint

  Date:09/30/2024

  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 credit card with Stanford Credit Union was set up for auto-pay from my Stanford Credit Union account. Despite this, I received a notification about a late payment, so I contacted customer service to resolve the issue. I was assured that everything was sorted out. However, the following month, I found out that my payment was still marked as late and was reported to my credit history as of Aug 2023. It's important to note that the amount in question was just $50, which is well below my usual spending. This situation negatively impacted my credit report, and when I tried to address the problem with **** customer support, I was met with inadequate explanations and no real help. I am very dissatisfied with how this has been handled.

  Business Response

  Date: 10/09/2024

  The member was on auto transfer, but due to insufficient funds, payments were not made. Despite several attempts to contact the member, there was no response until after the credit reporting, which was accurate and not an error on ***** part. All procedures were followed correctly.

  Customer Answer

  Date: 10/17/2024

   
  Complaint: 22276579
  
  I am rejecting this response because:

  This is not true. There was no contact and the auto-pay, while I set it up correctly to pull from my checking account, it was trying to pull funds from an inactive savings account. **************** acknowledged that when I called them and they told me they fixed it (this was just a few days after the due date). As it turned out, they didn't fix it.
  
  Sincerely,
  
  ********* *****

  Business Response

  Date: 11/12/2024

  Weve reviewed the members information and can provide evidence to the member that his account was in a negative balance when the loan payment was due. Due to confidentially, we cannot share this information with the BBB.We recommend that the member contact us directly so we can provide him with this information.  We request that the member reach out to ******** ********, Manager of Collections and Loss Mitigation at ************************** or by calling ************

• Initial Complaint

  Date:06/12/2024

  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.

  I am writing to express my concerns and dissatisfaction following an incident involving an ACH transfer failure from my account, which unfortunately resulted in a negative balance. Upon discovering the issue, I promptly contacted SFCU team and settled the negative balance in full, ensuring no debts were outstanding on my part.However, despite my immediate action and bearing the financial burden of this error, I find myself unfairly penalized. The restrictions imposed on my account by SFCU have severely limited my access to various online banking features, not just ACH transfers. This situation is particularly disheartening as I am also a victim in this scenario.Additionally, during my interactions with SFCU customer service, I felt discriminated against due to my English accent. I experienced multiple instances where my calls were abruptly disconnected by SFCU representatives. It is important to highlight that while English is not my first language, the ************* is a diverse nation, and no one should face differential treatment based on this fact. I was even questioned about my eligibility to open an account, which is bewildering considering my background as a former Stanford student.As a member of this community, I am compelled to voice these issues publicly if they are not resolved satisfactorily. I urge SFCU to remove the restrictions on my account promptly and ensure that I am treated with the respect and fairness that every customer deserves.Thank you for addressing this matter urgently.

  Business Response

  Date: 06/24/2024

  I am responding on behalf of the Fraud & *************** at Stanford Federal Credit Union.

  The member had 18 external transfer accounts added in Q2 and was using his membership as a foreign exchange with strangers. Two external transfers were returned as Account Frozen. The member also had two disputes reported by ***** users of being scammed by him. Member has been restricted to Fraud Prohibited Online Banking group.

• Initial Complaint

  Date:04/16/2024

  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.

  After I asked an unrelated question, my minor UTMA online access for my daughters accounts, usernames: ************* and *************, got disabled.

  Business Response

  Date: 04/25/2024

  The members complaint was amicably resolved on March 29th by a phone call, prior to us receiving the BBB complaint. The member is a joint on his daughters CUTMA accounts which require the credit union to comply with specific regulations regarding accessing & transacting on the accounts. The ********************************************* reached out to the member and explained the account parameters and how he can view and transact as a joint member on the accounts. 

  Customer Answer

  Date: 05/17/2024

   
  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:02/12/2024

  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 have been a SFCU customer since ******* 5/**/2023, I received an email(attached) as following --Unlock the full benefits of your Stanford FCU membership with payroll direct deposit to get$250 cashplus all the perks and discounts fromMembership Rewards*:::Set up direct deposit of your paycheck into your Stanford FCU checking account, and well deposit $250 in your account after 90 days!** You'll even get paid up to two days early with direct deposit!But hurry,your first direct deposit must arrive by June 20, 2023.The fine notes has --**To receive the $250 you must have a Stanford FCU checking account with direct deposit of your entire paycheck for a minimum of 90 days. The first direct deposit must be received by June 20, 2023, with the two consecutive monthly direct deposits received in the two months following the first direct deposit. The $250 will be deposited to your checking account by mid September 2023 after verification.I did satisfy the terms here and have to ask on 9/18/23 regarding the bonus and SFCU did deposit the bonus after my query.On 9/1/2023, I received another email(attached) as following --Take advantage of this limited-time offer to pocket$250 cashwhen you increase your monthly payroll direct deposit to at least $5,000!Your first $5,000 direct deposits must arrive by October 1, 2023.Well deposit $250 in your account after 90 days.**Around October, I called SFCU query about this promotion I received on 9/1/2023 as whether I will be qualify for this promotion and I was told that if I can satisfy the term of the promotion, I should be receiving $250 bonus as well.However, when I queried on this bonus on 1/26/2024, they denied it, saying that I have already received the $250 bonus posted back in 9/2023 so I am no longer qualify for this second bonus.I even escalated to the supervisor but the response is still NO.This is not how business should run as they advertise/offer one thing, but cheated customer in the end.

  Business Response

  Date: 02/27/2024

  This complaint had to do with a marketing promotion. **** reached out to this member and she is satisfied.She filed the letter with BBB before she received the promo credit. She stated that she tried to withdraw the complaint but could not.
  
  Background of ******************** ran a promotional offer and setup a deadline for payout of mid September. Due to vacations there was a delay in meeting the members payout. This member was ultimately paid on 9/30,however was supposed to be paid the bonus by 9/15/.
  
  Resolution: Member was credited the $250 because she met the qualification. Marketing is giving more time in promotional offers to meet promo qualifications for payouts.  In recent promotions, SFCU is setting it up so payout will happen in the month the member qualifies versus setting a deadline and making members wait for their payouts. These payouts are automated versus marketing doing it.

• Initial Complaint

  Date:11/03/2023

  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.

  I have been a member of Stanford FCU since ****. I now have a mortgage through SFCU as of August 2022. SFCU maintains an escrow account for my mortgage to pay flood insurance and PMI. In July they disbursed $973 from the escrow account to pay for flood insurance for the coming year. They bill was sent directly to SFCU with the account information and payment address for *************************** serviced through Geico. They instead sent it to a homeowners insurance company, Homesite (not my homeowners insurance company). I discovered this when ***** called directly to let me know my insurance was about to expire. In August SFCU recommended I pay the bill out of pocket and promised to find and deposit the original funds into my checking account. They discovered the check had been cashed and faxed information to Homesite to get it refunded and then washed their hands of their mistake. SFCU last provided information to me on September 8 despite multiple follow up requests from me has neither replied to me or found the missing $973. I would like them to reimburse the $973 immediately and provide some additional recourse.

  Business Response

  Date: 11/29/2023

  SFCU has resolved this complaint.  ************* was paid but directed inappropriately.  Our staff has refunded the consumer while working to get the initial payment returned.  Our staff should have taken this step initially versus asking the consumer to make the duplicate payment.  

  Customer Answer

  Date: 11/30/2023

   
  Complaint: 20810153
  
  I am rejecting this response because: I have been making requests for months and sending emails to SFCU staff that were ignored. After being a member since **** and having checking & savings account plus this mortgage, a BBB complaint should not have been needed. I repeat my request for more recourse than SFCU simply doing what they should have done four months ago. I shared in my original request that paying some amount of interest on the payment and waiving the need for flood insurance on my property (the cause for this issue in the first place) would be welcomed. 
  
  Sincerely,
  ***********************

• Initial Complaint

  Date:07/29/2022

  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.

  Stanford Federal Credit Union recently removed two-thirds of my funds without any explanation whatsoever. These debits are listed on my online banking, but have no accompanying explanation. Additionally, I have received no written communication from anyone possibly explaining these charges, I have no debts of which I am aware, I have payed all my state and federal taxes in full, and I have an excellent credit score ****** due to never having missed a credit card payment with SFCU in 6 years of membership. I have been calling the credit union all day, spending hours on the phone calling repeatedly, but their representatives flatly refuse to tell me why these charges were posted, or how I can undo them. I am a low-income first-generation college student at Stanford, and this is all the money I have in the world. Both my parents are deceased, so I do not have anyone I can turn to for financial assistance while I wait for Stanford Federal Credit Union to decide to tell me why they have taken nearly all of my funds away. This unexplained removal of my money is quite literally impairing my ability to live. This institution should be ashamed of itself for treating people of any stripe this way, much less a member who is a low-income, first-generation student who has never missed a single payment in 6 years of membership. Shame on you SFCU.

  Business Response

  Date: 08/30/2022

  Business Response /* (1000, 5, 2022/08/22) */ The duplicate hold amount was the result of human error and has since been corrected. The member was spoken to and advised of the error, as well as provided all relevant documentation. This matter is resolved. Consumer Response /* (2000, 7, 2022/08/29) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:07/06/2022

  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.

  I opened a new checking account with Stanford Federal Credit Union to get a $250 bonus with a promo code******* for Stanford alumni. They say my application may not have included the promo, but I messaged the business immediately to have the promo added. I fulfilled the terms of earning the bonus and was told that it would take 90 days to get the bonus. Now that 90 days have passed, SFCU says I did not open the account with the bonus code nor was it later added, so no bonus.

  Business Response

  Date: 08/19/2022

  Business Response /* (1000, 8, 2022/08/12) */ Contact Name and Title: ********* Director Contact Phone: ************ Contact Email: ************ Dear *******, Thank you for reaching out to us regarding credit of your new account bonus. My sincere apology for your experience. I would like to let you know that this is not our normal practice and I have personally addressed this issue with staff. I have confirmed that the new account bonus has been credited to your account on 8/11/22. A secure message confirmation has been sent to you on the same day at 9:51am. Kindly feel free to call me directly at************* if you have any questions. Please know that value your membership and thank you for the opportunity to serve you. Sincerely, ******** Director of Sales and Services Consumer Response /* (2000, 10, 2022/08/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) Matter has been resolved and bonus received.

• Initial Complaint

  Date:05/20/2022

  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.

  I raised a dispute regarding a car hire where the situation ended up that the merchant could not provide the requested services rendered. My reservation was specifically for an automatic transmission car. I am not legally able to drive manual transmission vehicles. I made sure my booking was for an Automatic transmission which was not provided to me. You stated you refused to accept any vehicle that was not automatic transmission. The reservation confirmation says that the cancellation policy booking is non-refundable regardless if services were used or cancelled and this was something you agreed to at the time of booking. Our ability to assist you with getting a refund is limited and bound by regulations. Unfortunately, based on these regulations, there is no further action that can be taken by SFCU. The purchase was for a service that was not rendered. If I purchased a painter to decorate my living room in Ocean Blue but the painter showed up with Olive green paint this would also be a case of the consumer protecting their rights not to pay for services that were not rendered

  Business Response

  Date: 06/09/2022

  Business Response /* (1000, 5, 2022/06/02) */ The member made a rental car reservation that stated the transaction was non-refundable. When the member went to go pick up the car, he declined to pick it up due to the transmission being manual vs automatic. Given the transaction was non-refundable per the member's rental car agreement, Visa dispute rules state he is liable for the charge whether he picks up the car or not. However, as a courtesy SFCU gave the member a partial refund for this. If the member wishes to obtain a full refund, he must pursue this with the merchant directly at this point. Consumer Response /* (2000, 7, 2022/06/08) */ (The consumer indicated he/she ACCEPTED the response from the business.)