ComplaintsforSuncoast Credit Union

• Initial Complaint

  04/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am going through a divorce. My joint account was closed. I contacted Suncoast Credit Union for a final statement and a signed receipt of who closed the joint account. I am getting a run around in regards to obtaining this documentation. I am asking the credit union to provide me with a certified printout of my account from 12/5/2021 to the date it was closed for both the savings 00 and the checking 50, along with a receipt showing the signature of who closed that account.

  Business response

  04/21/2022

  Business Response /* (1000, 5, 2022/04/15) */ This response is being provided by Noelle M., Member Escalation Analyst with Suncoast Credit Union. Thank you for taking the time to speak with me regarding your concerns and for confirming that you have received the documents requested. We sincerely appreciate you sharing the details of your experience with us, this information has been provided to our Leadership for review. If you have any additional questions or concerns, please feel free to contact me directly at ***********************. Consumer Response /* (2000, 7, 2022/04/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) Documents were provided as requested.

• Initial Complaint

  04/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Good day, I am sorry to have to approach you in this venue. The reason for my grievance is Suncoast Credit Union reported 2 accounts for me to my credit in 2016 which have inaccurate information - specifically the date of last payment on the accounts. I have tried disputing it with supporting documentation to Experian, Equifax, and Transunion, as well as calling Suncoast but that didn't produce any results for me unfortunately. It may not be a huge deal but both accounts are incorrect on date of last payment between 1-4 months. They have already been reported for 6 years and this is the last year they can be reported so it is important for me to have this information corrected. I have also reached out to Suncoast on 3 separate occasions to try and settle these matters but unfortunately at those times we could only work out a "pay in full or no deal". I am anxious about resolving these matters and have been since the moment things went wrong.

  Business response

  05/11/2022

  Business Response /* (1000, 5, 2022/04/18) */ This response is being provided by Gabriela C., Senior Member Escalation Analyst with Suncoast Credit Union (Suncoast). Thank you for taking the time to reach out to us. We have attempted to contact you to discuss your concerns in detail but have been unable to reach you. After thoroughly researching the account activity and related reporting, we found no discrepancies in the credit reporting. The accounts in question show the correct last payment date and the close date is reporting as the charge-off date. We understand that our members may face difficult times, which can impact their abilities to satisfy their obligations with Suncoast. To assist during such times, we offer an array of options that can fit our members' needs which can be applied for over the phone with our Member Care Center or by visiting a local service center. Suncoast takes pride in the support we offer our members while maintaining integrity and fairness. To ensure equality to all members, we must uphold our duty to truthfully report payment history and account status. This is not only a standard practice for Suncoast but also a requirement by the Fair Credit Reporting Act. There will be no changes with credit reporting agencies at this time as no credit union error was found. If I can be of any additional assistance, please do not hesitate to contact me directly at ************ extension XXXXX. Consumer Response /* (3000, 7, 2022/04/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Good day Mrs. C., Thank you for taking the time to review my accounts as well as contacting me via phone for this matter. The voicemail you left seemed warm and I appreciate that however due to occurrences in the past when I have reached out to settle turning hostile including the statement "You'll never be able to get vehicle again" I would prefer to keep my communication in writing through this venue. I also appreciate the mention of the products and services you offer and had those services been offered or available before the accounts became unsatisfactory or before they had gone past the statute of limitations in Florida then we wouldn't be here today. In regard to the errors, I'd like to clarify that both accounts that you have for me have multiple errors. One relates to the safety and security of my identity which has been compromised - as you have multiple bad addresses for me that I have never lived at or resided reported to the three credit reporting agencies. I have tried to dispute this on two occasions each - to all three major credit reporting agencies, as well as with your company directly. This puts me at risk because information pertaining to me and or sensitive information may be and has been sent to those addresses and it can be proven, and it still is a possibility. Additionally, any time I have ever moved I have updated my information with all three credit reporting agencies within 48 hours. Your contract with these agencies and the FDCPA states that information furnished must be accurate and certified as such yet my disputes have had no impact on Suncoast's regard for the language of the law. Furthermore, the second fatal error is you have the dates of last payment reported as inaccurate as such it will allow reporting for an additional length of time beyond the state and federal statute of limitations as provided by the FDCPA, again this error is in violation of your contractual obligations with the main three credit reporting agencies as well as federal law. Please be advised that though I have not yet specifically retained an attorney - I have received legal consultation and well aware of my rights and the provisions of the law. For each month these have been furnished inaccurately is one separate violation and the law provides for 1000.00, legal fees, and any proven punitive damages for any substantiated claim. I would like to remind you it is your business who is obligated by law and contractual agreement with Experian, Equifax, and Transunion and is furnishing this information therefore it is your responsibility to ensure it is accurate. As such I would like to inform you of my plans and how we can mediate this accordingly. You can - 1. Continue to do nothing and I will then file this with the Attorney General's office of your state, my state, and any state you do business in, and I have an extensive paper trail of evidence. I will then file this with the FTC and CFPB. I will also spend 350.00 to file a lawsuit with the Federal Court, and 150.00 to file in Hillsborough County small claims court as well as retain an attorney. I will be asking for 48000.00 plus court costs and attorney fees. 2. You can update the information accurately and I hope that I don't follow the same steps as mentioned above just on principle because you also closed my checking and savings account with a positive balance as required to keep them open and never sent me the money or applied it to the costs of the loans as well as many many other grievances that are unimportant compared to this. 3. You can delete the accounts from all three agencies in good faith - at which point I will have had a positive experience and will be much more motivated to reach out and start a negotiation for these accounts that - again are well past the statute of limitations in your state and can only be reported for 9 more times total. I would like for you to know I am well aware that it will cost you minimum 3000-10000 dollars per lawsuit to defend these accusations and there is the substantial risk you will lose and may be required to pay me significantly more than these accounts are even worth. It will take at least 1 year maybe more. During that time, you will have to cease reporting these accounts anyway and that by the time the matters are settled they will be beyond the statute of limitations provided by the FDCPA to even be reported by the main three credit reporting agencies. It will cost me less than 1000.00 and may end up costing me nothing. Are you certain you would like to continue furnishing inaccurate information and provoke all of this or would you rather take this time to clear the air and open up a more positive experience, one that results in an amiable closure to this for both of us because I am going to follow up with this either way. There are even more avenues available to me such as leaving the images of this in a review for each of your locations, for any website that offers said services. I could also stand on public property nearby and answer questions about the situation to interested parties. I would rather we all took the most dignified route with this though. Again, I'd like to thank you for you time and send my warmest regards, looking forward to your cooperation in this matter - *********** Business Response /* (4000, 9, 2022/04/27) */ Thank you for providing these additional details. We are actively working on reviewing your concerns and will provide a response once we have finalized our research. We appreciate your patience during this time! Consumer Response /* (4200, 11, 2022/04/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) On Wednesday 05/04/2022 I will be following through will all previously mentioned activity. As a reminder I will be spending $45.00 to file my completely prepared complaint as a lawsuit with Hillsboro County, I will be spending 350.00 to file the same complaint in Federal Court. I will also be submitting my complaint to the CFPB, and the FTC, as well as Florida Attorney General, and Kansas Attorney General. I would like to let you know I have all of this prepared and ready to go, I just need to deliver to the correct agencies. Let me explain a little more since you say you are "investigating" for a period for a month. When you repossessed my vehicle - I went to the bank, the lady wouldn't give me the location it was at so that I could retrieve my personal possessions valued at over 5000.00 because I was moving and my vehicle was loaded. I also contacted your corporate and they were of no assistance. I then contacted the sheriff who went to the location my vehicle was at (your company provided it to them but expressed again not to give it to me) the deputy did their best to obtain my license plate as well as my property but in the end was unable to and told me it was a civil issue and not a criminal issue. I lost over 5000.00 of personal property (golf clubs, computer, a pizza oven, my social security card, birth certificate and degree with a special silver plated microphone that was given with the masters degree for completion and much more) my identity was stolen and compromised as a result of the personal information being stolen and your company continuing to report inaccurate address information for me. This can be proven just check my credit. There were multiple other names added when they tried. Those sensitive documents were taken from my custody and never returned to me no matter how I tried to approach or who I tried to approach. That is something that shouldn't have happened and was not through my actions as there is actually a stipulated process for the return of property - so you will not be able to say "Well your honor if the plaintiff wouldn't have needed repossessed in the first place" I also have the incident report from when the sheriff responded to the theft of my property. I was required to open an account with your company and keep 5.00 in it in order to remain open as a stipulation for financing approval, you guys never gave me that back, credited it to my loans, (that's illegal also) or deposited with the treasury lost funds in your state. (It isn't the dollar amount that's going to trip you up it's going to be the violation in general) Then we get into the predatory techniques you have used to settle these accounts by refusing to accept anything other than the full amount - therefore the interest you receive in the meantime is more than any vehicle could've ever sold for. You've done nothing to assist in any of these matters and out of all of my allegations you bet some will stick and your company is going to pay for it. None of this was necessary as you could've chosen to just remove the accounts fully or update them properly as that was my main request. Because you took an objective stance to not assist me saying there will be no update so you stand firm on your end and insulted me with "we offer products to our customers" knowing full well I'm not a customer and will never be again I will have to remain just as objective. Which brings me to another point, you have held that small amount of money for 6.5 years and will now pay me interest to the penny on it. I don't care how small of an amount it is - I am going to push every possible aspect of this just on principle since your company is doing the same. You may want to elevate this up the chain of command to someone in your legal department because just to take this to court is going to cost you money. I will now no longer accept an update to my credit, I need those accounts removed fully as your position on this and leaving them posted and also updating them during this time of dispute proves you do not need to be handling this information in the first place as you cannot stay within the language of the law. Please consider this is your last opportunity, make sure someone sees this who can make a decision because regardless of if I hear from you by Wednesday without my desired actions taking place I will have no choice but to follow the steps I should've taken from the start - before I tried to give you the benefit of the doubt. Please remove both accounts from my credit report immediately and contact me about the money in my account. I'm going to file those suits regardless, and you'll definitely be contacting me once I do regardless, and the only way I'll submit a motion to dismiss is for you to concede to my requests that are legal. Your company made many mistakes here as I said in my last response - let's go ahead and resolve this with some dignity please. I hope you have a wonderful weekend and I appreciate you taking the time to investigate this matter - let's work together and take care of this! I also want to thank Mrs. Yovanovich and the rest of the BBB for your assistance in this mediation! Your services are deeply appreciated. Business Response /* (4000, 13, 2022/05/03) */ This response is being provided by Gabriela C., Senior Member Escalation Analyst with Suncoast Credit Union (Suncoast). Thank you for your patience while we reviewed your concerns further. We want to clarify that the FDCPA only applies to "debt collectors"; Suncoast Credit union is not subject to this statute. As mentioned in our previous communication, the close date of the loans will reflect as the dates they were charged-off. Our obligation to report accurate information is included in our Account Agreement and Disclosures (AA&D) which is agreed upon and provided when opening your membership. You will find details on our right to offset in section 20 of the AA&D; "You agree we have the right to offset funds in any of your accounts against the obligation owed to us". Our Loan Agreement, agreed upon at the time of opening your loan accounts; goes into detail about your payment obligations and actions taken after you are in default of this contract. Section 5 of this agreement states; "When you are in default, we may demand immediate payment of the entire unpaid balance", "If we demand immediate payment, you will continue to pay interest at the rate provided" and "We will also apply against what you owe any shares and/or deposits given as security under this Agreement". Our records confirm we did not receive communication from you attempting to obtain payment assistance prior to the loans being in default. In addition, we have verified that the account address has not been changed/modified/updated since account opening. Per section 23 of our AA&D "you are responsible for notifying us of any name or address changes". There will be no changes with credit reporting agencies at this time as no credit union error was found. If you would like to request documentation with account specific details confirming the information mentioned, feel free to request these documents by contacting our Member Care Center. For further review of the mentioned disclosure(s), please visit our website www.suncoastcreditunion.com. Our legal team has been made aware of your concerns in the event you decide to obtain legal counsel. If you would like to discuss this matter further, please contact our Member Solutions department at ************ extension XXXXX.

• Initial Complaint

  04/08/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I went to the ITM off of Santa Barbara on 04/06/22 and withdrew $700. I took it to Wells Fargo to deposit into my other checking account. The ATM would not accept one of the $100 dollar bills. It did look different from the other ones I received so I called Suncoast Banking and they told me to go into the location where I received it. They confirmed that the bill was fraudulent. After explaining that it came from their ITM location they kept it and told me they have to submit it to Secret Services. I am now out of $100 because of the mistake the ITM made.

  Business response

  04/29/2022

  Business Response /* (1000, 5, 2022/04/14) */ This response is being provided by Gabriela C., Senior Member Escalation Analyst with Suncoast Credit Union (Suncoast). We appreciate the opportunity to review your concerns. We have attempted to contact but have been unsuccessful. We partnered with our ITM and Accounting management teams to review this matter further. A claim will be submitted to our cash servicing company for review and the funds in questions have been credited to your account as a courtesy. We apologize for any inconvenience this may have caused. If you have any additional questions regarding this matter, please do not hesitate to contact me at ****************************.

• Initial Complaint

  04/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went into the Suncoast Lakewood Ranch location on 4/4/22 to open a checking account. While doing so, I noticed there was an advertisement for 5.9% balance transfer offer on new credit card applications with Suncoast. So I applied for the card and was approved. The issue is, the promotion was only valid until 3/31/22. So now I have impacted my credit by applying for a credit card that i neither truly wanted nor needed other than the balance transfer special. Spoke with Suncoast management team and they refused to honor the advertisement. This is false advertising to the fullest. Suncoast did redact the credit application but the impact was already done. I asked the call center representative to call the branch and see if they still had the Flyers posted and they admitted to not discarding them until well after the promotional period was over. I feel Suncoast should honor their advertisement even though the promotion was over. They mislead the consumer by allowing the advertisement to be publicly posted. I still have the flyer which I will attach to this complaint. Note the flyer was obtained on 4/4/22 I feel the need to inform the consumer of the credit union's unethical practices.

  Business response

  05/06/2022

  Business Response /* (1000, 5, 2022/04/18) */ This response is being provided by Gabriela C., Senior Member Escalation Analyst with Suncoast Credit Union. We appreciate the opportunity to review this matter on your behalf. Your feedback was shared with the branch management team for additional research. Based on what was found we will be honoring the 5.9% balance transfer promotion. Lisa, the branch manager at our East Bradenton location confirmed she has been in contact with you to finalize the details of the balance transfer. We sincerely apologize for any inconvenience presented due to this issue and hope this has been resolved to your satisfaction. If I can be of any assistance, please feel free to contact me directly at *****************************

• Initial Complaint

  04/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My name is ***** is not the first time Suncoast bank give me a lot of problem in to deposit my money into the bank I went 3 different Suncoast bank and they all give me all the same problem the fort bank I went to Estero on fort Myers fl I went to the drive thru to deposit my money on my account they were not a lot of people on the drive thru but they were inside first it all they do not have any sings saying the machine is not working I try to deposit money to my account but I do not want to speak with the teller I want it to do it by insert the card into the machine and put the money in the machine instead of speaking with somebody they do not give me any option I do not want to go inside to the store because I want it to do it on the drive thru what happens they do not have any sings on the ATM outside saying is not working I go to there second Suncoast they do not have an option into used the card and put the money they do not . I have to speak with the teller which I do not want to speak with my teller because I do not like other people to hear what I want to put on my card.I left I went to the third bank which is the one address I put there in the web the same thing all the ATM are shut off I have to go inside to the store and make a line for only deposit a money to my account that's it than it was my turn to use the ATM and I wait it there like almost 15 minutes for the teller answer my call inside in the store with a huge line I have recorded I ask the teller who work inside do I have to wait an hour for they can answer me she said no. So I am not happy and feel not right for this people into make me wait and not given me an option to used a card which I feel obligated in to speak with somebody that I do not want just because the people who works inside in the bank do not want to put the songs outside of the bank saying the ATM is not working so I went to 3 different Suncoast bank and all of them make the same mistakes they have time to fix the ATM machine

  Business response

  04/13/2022

  Business Response /* (1000, 5, 2022/04/13) */ This response is being provided by Carissa N., Member Escalation Analyst with Suncoast Credit Union. We appreciate the opportunity to review your concerns. We made multiple attempts to contact you at the number provided to discuss your concern; however, we were unsuccessful. We welcome the opportunity to speak with you at your earliest convenience at ************ ext. XXXXX. Consumer Response /* (3000, 10, 2022/06/27) */ Hello good afternoon my name is ***** ***** ********* ******** again complaint to Suncoast bank on the location on colonial fort Myers on the ATM for not letting me deposit my cash money on the ATM I feel harass again for this people is not the first time they are doing this it's been a couple time this bank should be open on Saturdays too not only Monday to Friday it should be open Saturday and somebody have to take care the ATM money outside. Because I don't have time to make a line I am a busy person. Also, I have automatic payments to do and the ATM is not available for me to deposit the money for paid the service of the business I paid. Business Response /* (4000, 12, 2022/07/06) */ This response is being provided by Carissa N., Member Escalation Analyst with Suncoast Credit Union. We appreciate the opportunity to review your concerns. We partnered with branch leadership to research this matter further. Leadership made multiple attempts to contact you at the number provided to discuss your concern; however, they were unsuccessful. We welcome the opportunity to speak with you at your earliest convenience at XXX.XXX.XXXXext. XXXXX Consumer Response /* (3000, 14, 2022/07/11) */ Hello good afternoon my name is ***** ***** ********* ******** complaint again Suncoast bank seriously I cannot deposit my money in my account now?????? This is the problem I have yesterday 08/6/2022 around 9:00p.m to 12:00p.m the ATM were full in cash I need to deposit my money in my account and this people in reprisal on the other bank I could not deposit my money yesterday. Yesterday I need it to make an automatically payment and when I went to the ATM I couldn't make the deposit because the ATMs where full this is a disaster for customers you can't make me have an obstacle on my money is my money . Now i make today 07/7/2022 a deposit of $200 dollars on the ATM better be there because is not there Suncoast will have to return my money back to me and I do not going to paid a fee because your ATM where full yesterday. Business Response /* (4000, 16, 2022/07/14) */ This response if being provided by Carissa N., Member Escalation Analyst with Suncoast Credit Union. Due to your concern involving account specific information, we have attempted to contact you multiple times at the number provided to discuss this matter further. Please note that we are limited to the details we can provide in this public forum and truly welcome your call. Please feel free to contact the Member Care Center at XXX-XXX-XXXX or myself directly at XXX.XXX.XXXXext. XXXXX Consumer Response /* (3000, 19, 2022/07/21) */ Hello my name is ***** again complaint to Suncoast bank on customer service very unprofessional that change my information for I cannot log in in my account I want you to sanction these bank I tried to contact this 2 number that I am about to give you XXX-XXX-XXXX and XXX-XXX-XXXX is regarding to the complaint I have filed on 08/6/2022 i tried to call this number today and I spoke with a person who handle complaint a employee I call Them I also give my member number XXX-XXX-XXXX to him and he said he can't find me on the system and cannot get in the system which for me is a crime and I feel very discriminated from this people that are able to change or delete my information on my account I have money in my account is not their money is my money they work for me. The employee instead helping me they hang out the phone on me I transfer money from another place to this bank account I never got the money on my checking bank account also when I want to put money on the ATM the machine is not accepting my money when I spoke to the lady who work there she told me that the system works for everybody and not for me I feel very discriminated and I need a good answer about why the system is not working for me?? in what this people are saying to me. Also, the payment that I have a automatically is not proceeding because this people are violating my right my information and more!!!!!!!!I need justice in my case in the bank they cannot choose what I need to have in my account fired and put in jail all this people this is not a communist country!!!!! If this harassment continues to happen to me I am going to press charges each one of you because you cannot violate my right in this country not sir you are very wrong nobody go over the law is a crime nobody abuse or use power to hurt people just because their race color or identity because I am women you have to abuse me ?? Is a crime it needs to be sanction!!!! And people who abuse needs to go to jail.

• Initial Complaint

  03/27/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have had over 40 nsf fees.and a ridiculous amount of fraud charges! Even after having my card changes over 5 times it doesn't stop.and they take a considerable time to investigate and fix that u accumulate these fees that they refuse to take care o

  Business response

  04/28/2022

  Business Response /* (1000, 6, 2022/04/07) */ This response is being provided by Noelle M*****, Member Escalation Analyst with Suncoast Credit Union. We appreciate the opportunity to speak with you and assist regarding your concerns. Upon review of your account we were able to confirm your fraud claims previously submitted have been resolved, funds credited and all other concerns addressed. We thank you for your patience and for allowing us to research this matter on your behalf. If you have any additional questions or concerns, please feel free to contact me directly at ***********************. Consumer Response /* (3000, 9, 2022/04/09) */ After finally being able to speak to someone at exclamation department finding the number myself after all the people I've spoken with I had some slight hope that this credit Union which shows some compassion ** someone who's falling on hard times and got undergone fraud charges but I was met with the same can't help you attitude even after going through multiple statements and disputing multiple charges it was brought to my attention then nothing can be done about the money that was charged it was almost like they were passing *** buck like they weren't responsible when they admitted themselves responsibility so I decided to move on just to be done with this whole situation because it's been exhausting and and I was informed I should cancel all my current accounts and make new ones and that the balance in the accounts was in good standing which I agreed as I proceeded to the bank which took about 20 minutes to get there so I was met with more charges when I arrived I was informed that I couldn't close the accounts because of the charges Suncoast had put on it in the 20 minutes it took for me to get there as well as trying desperately to get a hold of the escalation department to take care of these charges so we can continue with the plan instead I was met again with a can't help you attitude and I was forced to take the rest of the money I had in the account to pay these charges and settle it to finally be done with it from that moment on she closed out the accounts provided me with new ones and new debit card and all that I decided to give it another shot two days later after I had set up my new direct deposits to that account and everything seemed to be fine nothing was going to the account three different direct deposits from child support from earning and from my work itself was supposed to be deposited on the 6th of April today is the 9th and still nothing I called Suncoast three times I was met the first two times with people who said they couldn't do anything and they couldn't find the charges that they would get canceled and sent back today is Saturday so if I did that I'd be left with no money for the whole weekend so that was unacceptable I called again this young lady had helped me very quickly saying she found them and that they would be in the accounts at 2:00 p.m. it is now 4:30 p.m. nothing has entered my account still no money still know nothing I've had it enough of this Bank and I will continue to pursue until I get what I feel I have lost it has been emotionally exhausting dealing with these people from email to email to email to phone call to phone call to phone call I get nothing no resolve and when I do finally get a glimmer of hope I get hit with some other problem I was in the lobby for one second before I heard another lady in the lobby yelling about the exact same thing that I've been going through so I do not believe that it is me solely who's going through this all I'm asking for is a substantial portion of the money I lost as well as my direct deposits and to find a way we can work it out to get out of this Bank Business Response /* (4000, 12, 2022/04/12) */ This response is being provided by Noelle M*****, Member Escalation Analyst with Suncoast Credit Union. We thank you for reaching out and for communicating your concerns. Upon review of your account and as stated during our previous conversation no more fees *** be waived as they were not assessed in error. Furthermore, in an effort to address your concerns surrounding deposits we have attempted to reach you for further assistance. If you have any additional questions or concerns, please feel free to contact me directly at ***********************.

• Initial Complaint

  03/23/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  SUNCOAST FEDERAL CREDIT UNION have allowed a recurring charge to be processed out of my account for months and months. I have tried to contact SUNCOAST about the issue and they say they will do nothing to stop the recurring fee. I thought Transunion was like equifax, a credit report agency. What business does SUNCOAST CREDIT UNION have sending them unauthorized recurring payments out of my account without my consent. Then, SUNCOAST just pass the buck and say that they can do nothing about the recurring withdrawals. What kind of credit union operates that way unless then are in on stealing the recurring transaction?

  Business response

  04/18/2022

  Business Response /* (1000, 5, 2022/03/30) */ This response is being provided by Carissa N., Member Escalation Analyst with Suncoast Credit Union (Suncoast). We appreciate the opportunity to review your concerns. We have attempted to contact you twice at the number on file to further discuss your concern, however we have been unable to speak with you. We recognize that your complaint indicates Suncoast advised that we were unable to assist you with this matter. Based on our research of the details you provided, we determined that the best solution is to receive a new debit card number. A new card can be issued in a local service center or by contacting us directly. Our research also confirmed that the merchant issued refunds for the charges in reference on 3/16/2022. We welcome the opportunity to discuss your experience at your earliest convenience by calling ************ ext. XXXXX.

• Initial Complaint

  03/23/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I opened a new account on 05-Mar-2022. and funded it via one of my existing accounts as prompted. Up until 20-Mar-2022, I funded the account an additional $1040.00 for bill pay. During that time, I initiated a bill pay transaction to them for an existing loan that was successful. I then initiated a bill pay to a loan previously setup as an External Transfer to another bank that was due. On 21-Mar-2022, a day after this was initiated, I received a generic email indicating my account had been suspended. Upon reaching out to Suncoast Credit Union, their customer service representative indicated that the risk department had suspended my account and she needed to find out why. After going back and forth on hold over the course of 15-20 minutes, she asked numerous questions as to why I opened an account at the bank, what the funds were for, why I was transferring money, etc. Upon answering all of the questions, she proceeded to tell me the risk department will review my answers and while they provide no ETA, they will eventually call with a decision. Until then, my account is frozen and I'm unable to access any of my funds. On 22-Mar-2022, I sent a formal complaint email to Jackie G., Chief Risk Officer and Karen K., Senior Vice President of Member Services informing them of the situation and that no attempt was made to initiate a discussion with me around the activity prior to the suspension. No response or acknowledgement has been received. At this time, my previous loan is now past due and fees have been applied and no response has been received from Suncoast Credit Union.

  Business response

  04/14/2022

  Business Response /* (1000, 5, 2022/03/29) */ This response is being provided by Carissa N., Member Escalation Analyst with Suncoast Credit Union. We appreciate the opportunity to review your concerns. We have attempted to contact you twice at the number on file to further discuss your concern, however we have been unable to speak with you. Our research confirmed that your account access has been fully restored as of today, 3/29/2022. We truly apologize for the frustration this experience has caused you and thank you for bringing this improvement opportunity to our attention. We welcome the opportunity to discuss this matter further. Please feel free to call me directly at ************ ext.******.

• Initial Complaint

  03/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 2/4/22 my bank account was hacked, I immediately reported the problem and my account was supposedly blocked ( I was not able to see my online banking for over a week) during this time a transaction went thru and $750 was sent thru my online banking (to someone I had previously sent money from my account). Even though my account was hacked and had to be closed permanently and new accounts were opened, Suncoast is refusing to refund the $750 because I had previously sent money to this person (who I told them its a family member) their solution is for me to request the money back from my family member instead of them crediting my bank account. Whoever hacked my account was able to send money to this person, because their information was saved on my online banking (since I had sent her money on two previous occasions, both times less than $150 each time). I have spoken to at least 10 different representatives since 2/4, I was told to wait 7-10 days, then again another 7-10 days until finally on 2/28 I was told the dispute was closed, and denied; and when I asked for them to re-open and reconsidered, they refused to re-open the dispute. If they actually investigate they would be able to see that I didn't have access to the online banking when the transaction was scheduled; and why did it go thru at all if the account was blocked from 2/4 and they money was sent to my family member on 2/6.

  Business response

  03/28/2022

  Business Response /* (1000, 5, 2022/03/11) */ This response is being provided by Noelle M*****, Member Escalation Analyst with Suncoast Credit Union. We have partnered with our Risk Management department and are currently reviewing your concerns. We will respond accordingly once this research has been completed. If you have any additional concerns, please feel free to contact me directly at ************************ Business Response /* (1000, 7, 2022/03/14) */ This response is being provided by Noelle M*****, Member Escalation Analyst with Suncoast Credit Union. We partnered with our Risk Management department to further review your concerns. At this time we have confirmed that your claim has been resolved and funds credited to your account. We thank you for allowing us the opportunity to review and assist you in this matter. If you have any additional questions or concerns, please feel free to contact me directly at ************************

• Initial Complaint

  02/28/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This is a formal complaint against SUNCOAST CREDIT UNION located in PO BOX ***** TAMPA, FL *****. This company has repeatedly violated my consumer rights under the Fair Credit Reporting Act and has caused me much unnecessary financial AND mental distress. For starters, they're reporting an erroneous & unverifiable account on my credit report and not to mention an account in which I've asked for proof of claim and in which they have not been able to provide, per the FCRA. Despite my efforts to resolve this unfortunate nightmare for several months now, SUNCOAST CREDIT UNION has completely ignored my communications and legal submissions to remove this inaccurate information from my credit report.

  Business response

  03/28/2022

  Business Response /* (1000, 5, 2022/03/09) */ This response is being provided by Carissa N******, Member Escalation Analyst with Suncoast Credit Union (Suncoast). We appreciate the opportunity to review your concerns and we are currently researching your correspondences to Suncoast. We will respond accordingly once this research has been completed. If you have any additional concerns, please feel free to contact me directly at ***********************. Business Response /* (4000, 8, 2022/03/15) */ This response is being provided by Carissa N******, Member Escalation Analyst with Suncoast Credit Union. Thank you for the opportunity to review your concern. Based on the nature of this matter, our legal team researched your claim in greater detail. A response letter was mailed to the address on file on 3/15/2022. If you have any additional concerns, please feel free to 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. ↩