ComplaintsforSuncoast Credit Union

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Initial Complaint
06/03/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Unable to sign in online to make payments on new auto loan. Directed to make payments on phone with an $8 fee. Bad business practice. Website does not work properly and i am doubtful they meet security standards.
Business response
06/06/2024
This response is being provided by ****** (ID 1513), Member Escalation Analyst with Suncoast Credit Union. Thank you for taking the time to speak with me on June 3, 2024, to discuss online payment options. I have confirmed that you were able to speak with a member of our Digital Banking team and establish access to online banking. If you should have any additional questions or concerns, please feel free to contact me directly at **********************.
Customer response
06/07/2024

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
05/30/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
The *************************** on Semeron Blvd has been dealing with me closing on a loan I have had the worst experience with them lying to me and making me return several times to complete paperwork that they should have had me do the first time I was there. I have had to drive over two hours round trip. Their financial advisor **** was very rude and started yelling at me. The management team was very uncooperative and did not try to help the situation at all.
Business response
06/03/2024
This response is provided by ***** (ID ************ of Member Escalations with Suncoast Credit Union. We have partnered with branch leadership to review your concerns and confirmed that the required lien has been processed and a check has been issued to the seller. Should you have any questions or concerns, please contact ********, Director of ************** Operations, at ***********************.
Customer response
06/05/2024

Complaint: 21779864

I am rejecting this response because: I'm not satisfied with the out come.

Sincerely,

*******************************
Business response
06/13/2024
This response is provided by ***** (ID ************ of Member Escalations with Suncoast Credit Union. I have confirmed that *******, Loan Servicing Manager, has made multiple attempts to contact you regarding your concerns and additional information is required to further assist. Should you have questions or concerns, please contact ******* directly at ***********************. We appreciate the opportunity to research your concerns further.
Customer response
06/14/2024

Complaint: 21779864

I am rejecting this response because: I have spoken to her multiple times and my concerns have still not been completely addressed, you guys have not done anything about the fact that one of your branch employees yelled at me and was very hostile. I still don't feel I am appropriately compensated for all of the running around and back and forth to the branch 1 hour drive each way because of your employees mess *** with all my paperwork.

Sincerely,

*******************************
Initial Complaint
05/30/2024
Complaint Type:
Billing Issues
Status:
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.
On July 14th, 2023 I called M&T Bank to make my normal mortgage payment. Everything was posted to my account and payment was removed from my bank account. In December for some reason the transaction was revoked and posted to M&T Bank as "return to maker". It has taken me hours on the phone between both banks to figure out what exactly happened and how to resolve the issue with my now "missing mortgage payment". In the meanwhile, because of negative credit reporting-I have suffered financially. My interest rates have gone sky high or I have lost credit and even the ability to complete my Graduate Degree. It is **** and M&T has done the research that is provided. Suncoast now acts as if they have no idea how to handle this issue. I have banked with them since I was 6 years old, and it is unreal to s**** up on this BIG of a matter and then do "nothing". I would like to have my mortgage payment sent back to me to cover that payment. I also feel that I should receive an additional lump sum of money to try and recover my finances.
Business response
06/07/2024
This response is being provided by ****** (ID 1513), Member Escalation Analyst with Suncoast Credit Union. Thank you for taking the time to speak with me on June 4, 2024. Once we have completed our final review, we will mail a written response. We appreciate your patience and understanding during this time.
Initial Complaint
05/29/2024
Complaint Type:
Billing Issues
Status:
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.
I am writing to file a complaint against Suncoast Credit Union for mishandling an unauthorized transaction in my account and providing inadequate customer service.On May 24th, a check not belonging to me was mistakenly cashed from my account. Upon contacting Suncoast Credit Union, I was told to wait until Tuesday for a resolution, leaving me without immediate access to my funds. After persistent communication, I was given a provisional credit, which does not alleviate my concerns about the security of my funds or the bank's accountability.This situation has caused me considerable distress and potential financial harm due to the uncertainty surrounding the temporary nature of the credit and its possible impact on my financial obligations. Given this experience, I have lost confidence in the banks ability to manage my accounts safely.I am in the process of withdrawing all my funds and reconsidering my relationship with ****. I request the BBBs assistance in ensuring that the bank addresses this issue promptly and provides a detailed explanation of the error, the corrective steps being taken, and measures to prevent future occurrences.Account ******* The check was for the amount of $1,142.67
Business response
06/03/2024
This response is provided by ***** (ID ***** Manager of Member Escalations with Suncoast Credit Union. Thank you for speaking with me to discuss your concerns. We apologize for the inconvenience this error has caused and have confirmed that the correct adjustments have been made to your account. We value your feedback and have ensured that your experience has been shared with the appropriate leadership teams. Should you have any additional questions or concerns, please contact me directly at **********************.
Initial Complaint
05/22/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 5/14/24 I received a notice from Suncoast credit union saying they were terminating my credit card since I had not used the card. It was last used in 2022. So, I called them and they said I was fined for having a dormant account and that I owed the credit union money as a penalty. They said my account was not used for 5 years. I have been a credit union member for over 40 years. For decades they had encouraged me not to close my credit union account since it helped with their membership totals. They indicated they had contacted me but I have no record of receiving anything but regular quarterly statements. Past credit card statements had been paid promptly. I have no problem terminating a credit card I rarely use. I also have no problem closing my credit union account. I have a problem with them manipulating the situation so that they changed me a penalty particular without notice.
Business response
05/31/2024
This response is being provided by ****** *** ****** Member Escalation Analyst with Suncoast Credit Union. We apologize for any inconvenience this has caused you and thank you for allowing us to research this matter further. ****** ************** Service Administrator, has attempted to contact you on May 28, 2024, and May 29,2024;however, she was unsuccessful in reaching you. Should you wish to discuss this matter further, please feel free to contact April directly at, ***********************.
Customer response
06/03/2024

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
05/13/2024
Complaint Type:
Product Issues
Status:
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.
Website never works app never works they are dealing with peoples money and their systems are always down
Business response
05/15/2024
My name is ******** (ID:1438), Senior Member Escalation Analyst with Suncoast Credit Union. Thank you for sharing your concerns with us. We have attempted to contact you at the phone number provided; however, this number is disconnected. If you would like to further discuss your feedback regarding our website and online channels, feel free to contact me directly at **************************** or by replying to the email sent on 05/14/2024 to the email address provided.
Initial Complaint
05/08/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 05/07/24 I made a ***** dollar payment that I owed on my auto loan To be current upon making that payment I was told by a rep that it would be a 8 dollar fee and they couldnt waive it ! This is ridiculous that someone cant give the courtesy to waive a 8.00$ fee when Im trying to bring my loan to current because if you are behind they will block the member from processing payments so you dont have a choice but to make a payment over the phone or drive 1hr + away ! The audacity of this bank is beyond me ! I will also email the ceo of suncoast as well
Business response
05/13/2024
My name is ******** (1438), Senior Member Escalation Analyst with Suncoast Credit Union. Thank you for sharing your concerns with us and taking the time to speak with me. During our call we discussed other options for loan payments to help avoid the $8 fee. Your feedback will be shared with the appropriate Leadership team. If you have any additional questions regarding this matter, you may contact me directly at ****************************.
Customer response
05/13/2024

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,

Stefondra Monroe
Initial Complaint
05/08/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I deposited check 1565$ not even that much April 8th its now may 6th still not available for use. Over month is unheard for check be available and borderline against law even to hold for that long
Business response
05/15/2024
My name is ******** (ID:1438), Senior Member Escalation Analyst with Suncoast Credit Union. Thank you for sharing your concerns with us. Our *************** attempted to contact you to further discuss your concerns at the number provided; however, they have been unsuccessful. They confirmed that the check hold was released on 05/08/2024. If you have any additional questions regarding this matter, you may contact *******, *************** Director directly at ****************************.
Customer response
05/20/2024

Complaint: 21674703

I am rejecting this response because:

Thanks for releasing check I had personal check also from my mom I wanted mobile deposit but theres no option now on app to deposit did u guys remove it lol I feel like ur bullying me please put that option back on as Im trying use my account but have been unable bc also u guys canceled my debit card for no reason I just called customer service they said theyre sending new one but well c u never know with suncoast

Sincerely,

*******************************
Business response
05/30/2024
My name is ******** (1438), Senior Member Escalation Analyst with Suncoast Credit Union. Thank you for sharing your concerns with us. We confirmed that a new debit card was mailed to the address on file during a call with our ****************** on 05/20/24. Additionally, RDC restrictions have been removed. We sincerely apologize for any inconvenience caused. If you have any additional questions regarding this matter, you may contact me directly at ****************************.
Initial Complaint
05/08/2024
Complaint Type:
Billing Issues
Status:
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.
Im not liable for this debit with Suncoast Credit Union. I have been a victim of Identity theft. I have never been with them before and I also filed a police report.
Business response
05/10/2024
This response is being provided to you by ******** (ID ************ Member Escalations Analyst with Suncoast Credit union. We thank you for reaching out to us and sharing your concerns. We partnered with our Member Solutions team to further review your account. We confirmed that multiple payments were made towards this loan and our Member Solutions team discussed past due payments with you on 03/14/2023.Additionally, there have been no previous claims of identity theft on this account. After thoroughly researching the account activity and related reporting, there will be no changes with credit reporting agencies as no credit union error was found. For payment assistance or additional details regarding this balance we encourage you to contact ****** & ***** ********** Services at ************.
Initial Complaint
05/02/2024
Complaint Type:
Product Issues
Status:
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.
Im glad I got to know this is helpful from a friend.Chatted a guy and asked me to send $480 to get a ticket, I did so from my chime checking account on April *********. Then he claimed the money same day and started giving me excuses, then got to know its a scam, I called my bank to reverse and it they said it was claimed with a suncaost debit card and they are the only one that can refund it, so Ive been trying to give them a call it wont go through and if it does they end it on me, pls thats all I have for me and my kids will be happy if they can return it thank you.
Business response
05/09/2024
This response is being provided to you by ****** (ID 1513), Member Escalations Analyst with Suncoast Credit Union. We have attempted to contact you on May 7th,2024, and May 9th, 2024; however, we have been unsuccessful in reaching you. Should you wish to discuss this matter further, please feel free to contact me directly at ***********************.
Customer response
05/13/2024

Complaint: 21658047

I am rejecting this response because:
They called and I was unable to pick then I called back and it wont go through, I sent back voicemail, then was connected to them and being told I have to wait till 14th to talk to ***********************. I was told by chime that the name on the card that claimed the money is *******************. Card number:*******************. Month:02/28. Ill give them a call now and will be hoping they can help refund it pls Ill be glad, Thank you.
Sincerely,

***********************
Business response
05/15/2024
This response is being provided to you by ****** (ID 1513), Member Escalations Analyst with Suncoast Credit Union. Thank you for taking the time to speak to me on May 14, 2024 & May 15,2024. As mentioned during our calls, you will need to reach out to your financial institution to initiate a chargeback request on your behalf. Your financial institution will then follow the necessary steps to submit the chargeback, citing the transaction as fraudulent.If you should have any additional questions, please feel free to contact me directly at ***********************.
Customer response
05/16/2024

Complaint: 21658047

I am rejecting this response because:
I already talked to ****** about chime, I had to call chime again and they said all I can do is contact suncoast if they will issue a refund for me because they can not issue a refund for a payment which is pay anyone in chime. I know the bank knows what to do if truly they wish to help me get back my money I would be glad if they can because thats all I have left

Sincerely,

***********************

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