ComplaintsforS F Fire Credit Union

• Initial Complaint

  04/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The incident happened Wednesday April 17 2024.*******, an employee of Member Solutions at SF Fire Credit Union, put a hold on my checking account and removed $1000 from my account.Money was removed from my account without a verbal or written agreement.The week prior ******* and I had a long conversation about my ************* account and was trying to figure out what the best possible solutions would be to get the account in good standing.I remember every detail about the conversation and taking money from my checking account was not one of them.At 8:00 I began to call in regard to my account having been compromised; I didn't receive a phone call back until 2:52pm, from her ******* herself, who pretended to act oblivious about who I was or even why I was calling which was pretty strange.I reminded her of the conversation we had last week on Thursday; she was very dismissive.I explained to her that she stole my money and that is when she said "well I saw there was a deposit from the IRS".The conversation went on and on; and I was so hurt and betrayed that I had to hang up.Also, they put a hold on my Mothers account and then lied and told her they were experiencing a glitch in the system; they drained her savings and put her checking account in the negative.How shady is that!

  Business response

  04/28/2024

  We're writing to address the complaint you sent us on April 18,2024, about a hold on funds in a checking account and a claim that money was taken from this account. There was indeed a hold placed on the funds because of a credit card account that was significantly overdue and over its limit.However, no money was taken from the account except for the withdrawals that the account holder made herself.

  The hold on the funds was put in place on April 16th. It was meant to get the account holder to contact us and talk about how she could pay back the money she owed on her overdue and over-limit account, which she did the next day. The amount of money held was less than the account's total balance and the overdue payments. During our conversation, the account holder told us about a plan she had to pay back the money she owed, and we removed the hold on her funds after hearing her plan.

  We had the right to place this hold because when the account was opened, the account holder agreed that we could use the money in her checking account to cover any debts if needed (though we did not use this right when we placed the hold).

  There was also a hold placed by mistake on a related account, which we removed as soon as we found out about it. We did not take any money from this account, and we quickly refunded a fee that had been charged because of a mistake

  Regarding the issue with our collector not remembering everything from a previous call, we always try to take notes during interactions and refer back to them in follow-up discussions.However, sometimes, with many interactions happening, details from earlier conversations might not be remembered without looking at the notes. We will provide more training for our staff to make sure they document interactions thoroughly and review these notes before following up.

• Initial Complaint

  01/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have been a member with SF Fire CU for a decade. I'm a single parent so as my kids came upon their older teenage years I opened them joint accounts to be able to help them learn about money and supervise them. Fast forward a bit to where my daughter is now a working and tax paying adult. Upon a long streak of low wages and unemployment I haven't been able to keep up with my over drafted account. SF Fire CU made no efforts to contact me via their secure messaging system in order tell me anything that was going on. Yesterday, my daughter was not able to use her money in her account. Today, I have discovered they are collecting my daughter's working adult money (taxes paid) to pay my debts. They have offered no solutions or any way of circumventing her financial needs. I have not been formally informed or notified in any way that my daughter's money would be affected by this. This is simply not appropriate. I have been offered nothing--and was refused documentation explaining policies and the differences of children vs adults when joint accounts are involved.

• Initial Complaint

  04/02/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  i've had issues with sf fire from supporting their members/customers so it's probably time i withdraw my business from them. most recently i had made a purchase for a flight via swiss air but my partner was unexpectedly hospitalized and i had to stay behind to help provide care and make decisions. i had attempted to get credit from swiss for a future flight but was denied and they only offered to refund the airport taxes (which still have not been received to date). i filed a dispute with sf fire to see if they could help recover my funds since i was forced to cancel the service. not only did they ask for information i had provided previously, but they were not willing to help further once they determined the merchant's terms stated no changes or refunds could be made after booking the flight. i asked where in the terms that was stated (i had reviewed swiss air's terms as well) but still have not received a response to date. really disappointed and will discourage others from banking with sf fire.

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