ComplaintsforSECU Credit Union, Inc.

• Initial Complaint

  07/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to formally dispute an erroneous account on my credit report. I have recently reviewed my credit report and discovered an account that does not belong to me. After careful consideration, I believe this inaccuracy is the result of identity theft. I have already filed a complaint with IdentityTheft.gov to address this matter and have enclosed copies of the documentation for your reference. The account details are as follows: Creditor Name: STATE EMP CU OF MARYLAND Opened Date: 12/22/2017 Account Number: 461399XXXXXX Amount: $974.00 I kindly request that you investigate this discrepancy and take the necessary actions to correct my credit report. Please remove the aforementioned account from my credit file to reflect an accurate and fair report. Thank you for your prompt attention to this urgent matter.

  Business response

  07/22/2024

  Good morning - Thank you for bringing this matter to our attention.  As a credit union, our paramount concern is always the service to our membership.  Due to privacy regulations, we are unable to provide any details of the events or supporting documents that are relevant to our members’ complaint. 
  
  We can report that we are reaching out to speak directly to our member regarding this situation and are attempting to directly address their concern. Thank you - 

• Initial Complaint

  07/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On July 11, 2024 I noticed unfamiliar charges on my SECU business checking account. Once I noticed that the charges were fraudulent, I immediately reported it to SECU & we deactivated my debit card. Through further research, the representative and I found that the charges have been occurring for a year, starting off as small $4.24 charges. Most recently (7/8/24), being charged 52.99, which is what caught my attention. On July 17, I followed up with SECU to determine what was going to happen with my case, as I do not have a business relationship with the merchant and I have never had a business relationship with the merchant. I explained this to the fraud department and was told to contact the merchant, which is unproductive because there is no account information on file with the merchant. The total charges amounted to $213. SECU fraud department (Dawn) refunded me $25 (6 amounts of $4.24) of the $213, stating that the transactions were too old to be refunded. I further inquired if I could have the charges from the last 3 months ($52.99) refunded back to me. I was told no, because the charges started a year ago. Acknowledging fraud by giving some money back and not all is unfair and has made me lose trust in this Credit Union. I was told that I would have to suffer the loss of the charges. I acted in good nature and good faith and reported fraud to SECU when I first noticed it. I am a small business owner, so every penny counts to me. SECU earned 5.2 Billion dollars in assets and 256.3 million of that is cash or cash equivalent. As a small business owner, I trust SECU to keep my money safe and I feel robbed by this bank. I would like the remaining amount of $188 refunded to my business account.

  Business response

  07/19/2024

  Good afternoon - Thank you for bringing this matter to our attention.  As a credit union, our paramount concern is always the service to our membership.  Due to privacy regulations, we are unable to provide any details of the events or supporting documents that are relevant to our members’ complaint. 
  
  We can report that we are reaching out to speak directly to our member regarding this situation and are attempting to directly address any issues that may remain. Thank you -

  Customer response

  07/24/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22014680. I was contacted by someone in fraud, but I missed the call. I checked my account and I do see refunded amounts back into my business account. Thank you to SECU for being customer focused and resolving this issue timely and promptly.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last April 2022, SECU asked me for HOI declaration page from my insurance company for 2 of houses. One in Glen Burnie and another one in Severna Park MD. I sent both house's declaration page through secure email to them. I continued to receive a letter saying "they needed my declaration page" which I kept on sending to them. At one point, a lady stayed on the line to ensure that their line received the documents they needed. At the end of that same conversation, they confirmed that they received the insurance documents for both houses. A month or two after that, my insurance company send me a letter saying that they did not receive any payment of insurance for my house in Glen Burnie. I called SECU again and told them about the problem, "my insurance company did not receive the HOI payment for the house in GB". After that call, I thought it was all taken care of, I was totally wrong. My insurance company cancelled the HOI for the house in BG because they did not receive payment and SECU continued to send me a letter saying that because I failed to provide them HOI declaration page, they will put in place their own insurance company. It made me baffled, "why will they put in their own insurance when I literally send them my insurance information for at least 4 times?" After I made a phone call and complained about the problem, they refunded me back the money they used for the insurance they wanted to use. They increased my ESCROW from about 600 to $1200 because of the adjustments they have done. So, I thought it's all taken care of. Yesterday, March 25th, 2024 (2 years after), I called my insurance company just to check if both my houses are covered and they said, NO the GB house has been cancelled since May of 2022 because they have not received a penny for insurance payment for the house. After I heard that, I was just totally mind blown, what is SECU doing? My house was not insured for two friking years and there were people living in the house without any insurance and they were escrowing my bank every month?! I was mad and pissed beyond measure. I have tried everything to find an insurance company that can provide insurance for the house but because it had NO record of insurance for almost 2 years, the lowest insurance payment I can have is about 3125.00 for 12 months. So, from 1900 premium for 12 months, it went up to 3125.00 because the home was not insured for over a year. The experience with SECU was a nightmare. They need to do better with efficiently and effectively handling documents pertaining to mortgages and insurance policies and ensuring that members are well informed about their accounts especially mortgages.

  Business response

  03/28/2024

  Thank you for bringing this matter to our attention.  As a credit union, our paramount concern is always the service to our membership.  Due to privacy regulations, we are unable to provide any details of the events or supporting documents that are relevant to our members’ complaint. 
  
  We can report that we are reaching out to speak directly to our member regarding this situation and are attempting to directly address any issues that may remain. 

  Customer response

  04/03/2024

  SECU contacted me and explained what they did on their part to settle the HOI problem for my other house. SECU's fault was in putting the wrong payment in the wrong account. The insurance company (******* ******) accepted the payment and refused to respond to SECU and they just decided on their own what to do with the money submitted to them by SECU.

• Initial Complaint

  03/17/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I, am reaching out regarding my 2013 Hyundai auto loan with SECU.   My auto loan was sold to ****, now ****** in 2019.  Upon doing so, MVA never received the VR-217 form from SECU, which would have removed SECU as a lien holder transferring the lien/interest to ******.   As a result, MVA only showing SECU as the lien holder.   Over the last 3 months, I’ve tried resolving this issue.  I have spent 3 days from work, 24 hours, and loosing approximately $2400.00.  I called SECU on Feb 13, 2024 and spoke with the title department Manager regarding my issue at MVA. I explained I needed a clean title; however, SECU is still listed as the lien holder. Although I have a lien release letter from ****** (formerly BB&T), that doesn't suffice for MVA. The Manager at SECU said, they couldn't issue a lien release because everything was submitted to ******.  I visited SECU on March 6, 2024..Greenbelt Branch, again, they told me they couldn't issue a letter or lien release. Further, they said its a note indicating they couldn't issue a lien release.  On 14 March 2024, I went to MVA again seeking assistance on how to move forward. The manager at MVA instructed that SECU needs to issue a letter, include the VIN, Make and Model indicating SECU has no obligation with the vehicle.   On that same day, I spoke with SECU's customer representative/ resolution department, who instructed me someone would contact me Monday and send a pay off letter. As of this filing, SECU is still showing as the lien holder. The car is paid for........ I am kindly seeking help in resolving this issue.   

  Business response

  03/20/2024

  Thank you for bringing this matter to our attention.  As a credit union, our paramount concern is always the service to our membership.  Due to privacy regulations, we are unable to provide any details of the events or supporting documents that are relevant to our members’ complaint. 
  
  We can report that we are reaching out to speak directly to our member regarding this situation and are attempting to directly address any issues that may remain. 

  Customer response

  03/28/2024

  The dispute has been resolved.   SECU finally issued a lien release

• Initial Complaint

  03/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was given a two month deferred payment during Covid. Wasn’t sent any documents from SECU. When I got to the end of my car loan (originally April 2024) the two months that should’ve been added for the deferred payments. I made the two final payments, not late..however SECU reported my last payments as 30 and 60 days late. This has ruined my credit and they refuse to fix it. They said, “we don’t have the technology to fix it with the credit bureaus. They also said, “we told you to try to pay it off early”. 1) That’s not how a loan deferment works! 2) They told me the two payments/ months would be added at the end of my loan.

  Business response

  03/15/2024

  Thank you for bringing this matter to our attention.  As a credit union, our paramount concern is always the service to our membership.  Due to privacy regulations, we are unable to provide any details of the events or supporting documents that are relevant to our members’ complaint. 
  
  We can report that we are reaching out to speak directly to our member regarding this situation and are attempting to directly address any issues that may remain. 

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I started a debt management plan with ***** ********** ************* and made several attempts to contact SECU letting them know of my status and provided information to SECU to contact my debt management company. Not only were they incompetent in forwarding the information that I sent to them to a proper bank manager as a contact (contact information, information regarding Proposal being sent, payments being sent by my debt management company), they reported my account as delinquent after over a month of trying to contact them. To resolve, please stop harassing me by phone, please stop destroying my credit score and contact my debt management company per my request. Please close my accounts per my debt management company’s proposal and work with them going forward. This is unacceptable and frankly petty behavior on your front.

  Business response

  02/21/2024

  Thank you for bringing this matter to our attention.  As a credit union, our paramount concern is always the service to our membership.  Due to privacy regulations, we are unable to provide any details of the events or supporting documents that are relevant to our members’ complaint. 
  
  We can report that we will reach out to speak directly with our member regarding this situation and will attempt to directly address any issues that may remain. 

• Initial Complaint

  02/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I want the Visa Rewards points of 111 restored to my Visa Account with the Maryland State Employees Credit Union (SECU) and any other Visa Rewards points that may have been removed without my knowledge. I received the SECU Visa bill indicating this situation for payment due date of 03/01/2024. I owe no balance and I never miss a payment expect when SECU lost my payment two times and billed me for late charges, etc.

  Business response

  02/12/2024

  Thank you for bringing this matter to our attention.  As a credit union, our paramount concern is always the service to our membership.  Due to privacy regulations, we are unable to provide any details of the events or supporting documents that are relevant to our members’ complaint. 
  
  We can report that we will reach out in the next few days to speak directly to our member regarding this situation and will attempt to directly address any issues that may remain. 

  Customer response

  02/14/2024

  
  Complaint: 21280184
  
  I am rejecting this response because:  I was responded to from SECU promptly and I really appreciate the phone call.  I accept that out of the 111 Visa credit card Rewards points for 28.02 or $28.02 credit back to the Visa account.  I did not know that if an amount is credited back then it reflects in the points or deducted points.   Karen ********* (Visa card analyst) at phone number ####-###-#### explained the points process very well, however, I did not find any other credit than the 28.02 points over the months of the situation.

  I have looked at the Visa Rewards points balance over the months from late last year (2023) and I am still missing the 82.98 points ($82.98).  In other words, 111 points- 28.02 points=82.98 points.  I really tried to understand Ms. *********** point of view but I am still finding the discrepancy of 82.98 points.  
  
  Sincerely,
  
  ******* ******

  Business response

  02/14/2024

  Thank you for bringing this matter to our attention.  As a credit union, our paramount concern is always the service to our membership.  Due to privacy regulations, we are unable to provide any details of the events or supporting documents that are relevant to our members’ complaint. 
  
  We can report that we are researching this issue and will reach out directly to our member regarding this situation and will attempt to directly address any issues that may remain. 

• Initial Complaint

  02/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I RECENTLY PURCHASED A NEW AUTOMOBILE FROM ***** OF CHANDLER, AZ. AND TRADED IN A 2015 AUTO AS PART OF THE PURCHASE. THE 2015 AUTO, A HYUNDAI EQUUS, WAS PAYED FOR AND THE TITLE SURRENDERED TO THE DEALERSHIP AT THE TIME OF THE SALE. APPROXIMATELY A WEEK LATER THE ***** DEALERSHIP CONTACTED ME AND INFORMED ME THAT A LIEN WAS STILL ON THE EQUUS AND ASKED IF I WOULD CONTACT THE FINANCE COMPANY AND HAVE THE LIEN REMOVED. I CONTACTED THE FINANCE CO. SECU AND WAS INFORMED THAT THE LIEN WAS IN ERROR AND WOULD BE REMOVED AND A LIEN RELEASE WOULD BE EMAILED TO ME THAT DAY OR THE FOLLOWING DAY. I NEVER RECEIVED IT. I CALLED SECU A SECOND TIME ON FEB. 2, 2024, THIS TIME SPEAKING WITH CARLOS WHO INFORMED ME THAT MS. ***** NEVER REQUESTED THAT THE LIEN RELEASE BE EMAILED TO ME. HE ALSO INFORMED ME THAT HE WOULD SEE TO IT THAT A LIEN RELEASE WOULD BE EMAILED TODAY OR TOMORROW AND A HARD COPY SENT VIA ****. AS OF THIS FILING I AM STILL WITHOUT THE LIEN RELEASE. I'M ASKING FOR YOUR HELP IN RESOLVING THIS ISSUE.

  Business response

  02/08/2024

  Thank you for bringing this matter to our attention.  As a credit union, our paramount concern is always the service to our membership.  Due to privacy regulations, we are unable to provide any details of the events or supporting documents that are relevant to our members’ complaint. 
  
  We can report that in the next few days we will reach out to speak directly to our member regarding this situation and will attempt to directly address any issues that may remain. 

• Initial Complaint

  02/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to express my profound concern about the disclosure of my nonpublic information to credit bureaus and the resulting inaccuracies on my credit report, leading to significant financial and emotional distress. As outlined in 15 USC 1681 Section 602, I assert my right to financial privacy, expecting the confidential treatment of my information. Moreover, 15 USC 1681 Section 604(a)(2) underscores that a consumer reporting agency cannot furnish account information without my written instructions, which have not been provided. I have identified discrepancies on my credit report originating from STATE EMP CU OF MARYLA, adversely impacting my financial well-being. I urgently request the rectification of these inaccuracies. Lastly, please be reminded of 15 USC 1666(b), preventing creditors from treating payments on a credit card account as late under specific circumstances. For your reference, my account details are as follows: Account Number: **************** I request a thorough review of my account, prompt correction of credit report inaccuracies, and strict adherence to federal laws governing my information. Failure to address these concerns may lead to legal action. I anticipate your prompt response and resolution. Thank you for your immediate attention to this matter. Sincerely, ***** ******

  Business response

  02/01/2024

  Good afternoon - Thank you for bringing this matter to our attention.  As a credit union, our paramount concern is always the service to our membership.  Due to privacy regulations, we are unable to provide any details of the events or supporting documents that are relevant to our members’ complaint. 
  
  We can report that we will reach out to speak directly to our member regarding this situation and are attempting to directly address any issues that may remain. Thank you - 

• Initial Complaint

  01/30/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My credit card account was closed without my authorization or knowledge. I woke one day to find it no longer available on my app. I called to find out my account was closed and the card was permanently blocked. This took place after simply requesting a service (insurance) be removed from my account. I have spent weeks and hours on the phone with various workers who have all but got anything done for me. They tell me all is good and my account is still missing in the app. They say a card is issued and I still have not received it. Aside from the big picture of playing with my credit score and DTI, I have receive lackluster customer service from a bunch of people who don't care and a company that cares less than the representatives. I have filed a complaint as well as called about a dozen times to receive a replacement card and answers for my account. The lack of accountability for this company will touch new depths of your anger. Where is my card? When will I get access to this account? If I don't have access I am not making anymore payments.

  Business response

  01/31/2024

  Thank you for bringing this matter to our attention.  As a credit union, our paramount concern is always the service to our membership.  Due to privacy regulations, we are unable to provide any details of the events or supporting documents that are relevant to our members’ complaint. 
  
  We can report that we will reach out in the next few days to speak directly to our member regarding this situation and are attempting to directly address any issues that may remain. 

*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. ↩