ComplaintsforSuncoast Credit Union

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This institution provided false information at each of its Tampa Branches. Main Office relayed they would require only Driver's license / bill with my address; the other hillsborough branch related that I would need my SS card, Drivers License - no bill w/address. ***************************** related They would need to compete a "soft " credit check, Drivers license - no SS card/no bill with address. All of this was in order to open multiple accounts with this institution. At this point I can not move my money into another bank due to work constraints. Upon opening an account with the Hillsborough Branch ( not admin offices on E Hillsborough) Overdraft protection was pushed on to me but I refused. Now I understand why this was offered x 2. Their billing department , I was told by a online specialist as I was having issues with the online banking, was noted to be late with mailing out checks to customer vendors making their payments late - thus impacting the credit score of each person this happened to. At this point I was simply attempting to set up my online billing for the Month of July - I am not able to move the dates into the Month of July in order to have my bills paid without having an overdraft penalty. I believe that this institution should be thoroughly investigated for bad business practices. If you can not assist me - please direct me to the correct source, as this institution is in the process of ruining my credit by its poor business strategies. I will be pulling out most of my money from this institution but can not pull out my checking account , I still have other vendor ( life insurance that will need to be directly drafted from my account and now my concern is that this institution will s**** that up as well. The irony of this whole issue is that this institution is very much aware of the fact that they are sending out payments for billers that are late and impacting the

  Business response

  06/17/2024

  My name is ******** (ID: *****, 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, we have been unsuccessful. We are very sorry to hear that this was your experience with us. We understand that at this time you have closed your membership; however, we still welcome the opportunity to discuss your feedback. Should you wish to discuss your concerns in more detail, you may contact me directly at ****************************.

• Initial Complaint

  06/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I took out a loan for a car with Suncoast. I have never received a statement from them, i took the loan out about 5 month's ago. They refuse to send me or give my my account number or member number and they won't send me a statement every month. I have talked to so many people and they tell me they can't give me any information. Th3y processed my last payment and never posted it. They kept telling me after after 2 weeks it was posted. I got a t2xt telling my payment didn't process. They gal that took payment mixed up the numbers after I had to repeat it to her at least 2-3 times. I'm so frustrated with Suncoast Credit Union, I'm old, I don't need this headache anymore. It's the same process every month trying to make my car payment. I'm 75 and these people are about to give me a nervous breakdown. I need your help!!

  Business response

  06/13/2024

  My name is ******** (1438), Senior Member Escalation Analyst with Suncoast Credit Union. Thank you for sharing your concerns with us and for taking the time to speak with me. During our call, I was able to help you with obtaining your account information to be able to use our ******** services and set up online banking. We truly appreciate the feedback you have provided us. Should you have any additional questions or concerns, you may contact me directly at ****************************.

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  More info

  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

  More info

  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

  More info

  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

  More info

  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

  More info

  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

  More info

  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

  More info

  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 ****************************.

*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. ↩