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Business Profile

Credit Union

SECU Credit Union, Inc.

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for SECU Credit Union, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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SECU Credit Union, Inc. has 25 locations, listed below.

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    Customer Complaints Summary

    • 85 total complaints in the last 3 years.
    • 25 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/24/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Today, I discovered that my overdraft protection settings that I requested to be changed, on 03/03/2025 were not changed at all and instead the complete opposite occurred. I changed my overdraft settings online using a computer by logging into my account on Sunday, 03/02/2025 and received confirmation that they were changed the same day however, on Monday, 03/03/2025 a charge was approved by the bank (i.e. Geico - $234.00 roughly) proving that the changes did not actually save in the system. I called on Monday, 03/03/2025 and spoke with a representative who confirmed and advised that the changes had not been saved in the system and she assured me that she had went into the system and changed the settings herself so that any pending charges would not be approved in the future and would instead be rejected to prevent me from having for the charge which would result in an overdraft fee. She thereafter instructed me to call back if my account accrued an overdraft fee. I did not see an overdraft fee applied to my account, so I didnt think about it in depth. Instead, on Sunday, 03/23/2025 when I checked my checking/and savings account via the mobile app I discover that this was not true and instead she enrolled me into the overdraft protection program, which allows any and all charges to be approved by the bank; even if you do not have sufficient funds to cover the transaction. This change actually took effect the day that I spoke with her on Monday, 03/03/2025 because I went back into my transaction history in both my checking and savings account which revealed that a withdrawal was made of $5.01 from my savings and then deposited into my checking account to support the incorrect changes that she made in their internal system. I then confirmed via the mobile app and online that my access within my account was revoked and I no longer have the ability to actually make any changes to my overdraft settings for either account. I WANT A REFUND OF THE APPROVED TRANSCACTION!

      Business Response

      Date: 03/26/2025

      Good afternoon and thank you for providing this complaint.  It has been received and has been routed to the appropriate SECU leadership for research and response.  A response will be provided directly to the member upon conclusion of the research.  Thank you - 

    • Initial Complaint

      Date:03/21/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      SECU of *********, ** has been over charging interest on my Home Equity Line of Credit. I took a disbursement from the line that increased the balance. At the current interest rate principle & interest payments should be $1079.50. Of this payment amount $727.81 should go to interest and $351.69 to principal. I made a $500 principal payment and instructed it to go to principal only. They didn't do that until I called & complained, then they reversed it. A few short days later I made another $500 that I instructed to go to principal, again they didn't do it, so I called again. Then I made a $1590 payment on the remaining balance of to which $721.17 should have gone to interest and $868.83 to principal, Instead they took $1090 and applied it to interest. As this has come to my attention I now realize that they have been doing this over charging interest for several months perhaps years. I contacted an attorney and found out that this practice is called Usury (the illegal action or practice of lending money at unreasonably high rates of interest or over charging interest:) I have now discovered that SECU has been doing this to my account for several months. The worse part is although one employee admits that there is problems with the way my payments have applied she is taking it very lightly and appears to be in no rush to fix the issues. Last word is that it's a glitch in the system and that it will take about a week or so to fix? It's been over a week and still NOT FIXED. I asked them to freeze the account until it is fixed, I said it's not fair to me if I keep making payments and my balance doesn't go down as it should. They emailed me and reminded me that if any of my payments were late collection action would be taken. What the **** kind of customer service is this, Problem is it will cost me thousands to sue but in the end I will win. Is it to much to ask that this issue should be a priority for them?

      Business Response

      Date: 03/21/2025

      Good morning and thank you for routing this complaint to us.  SECU is in receipt and this complaint is being routed to the appropriate leadership team members for research and response.  SECU will respond directly to the member upon conclusion of the research.  Thank you - 

      Customer Answer

      Date: 03/26/2025

      I DO NOT WANT THIS COMPLAINT CLOSED!!! The business has not answered my complaint, I have NOT received any response from them They have NOT corrected the situation or any issues. If I have too, I will file a congressional complaint and a complaint about the BBB not doing the Do diligence required on this case...  

      Business Response

      Date: 03/27/2025

      Good morning and thank you for providing this update.  This member's complaint which was received on March 21, 2025, is still open with SECU and is being researched by SECU leadership. The member's complaint will remain open until research is complete and SECU has communicated its findings and a resolution with the member directly.  Thank you - 

      Customer Answer

      Date: 03/27/2025

      Hello, Ms. ***** **** is aware of the complaint. They are in no hurry to respond. She said they will get around to it in 30 days or so. I have also filed a complaint with the ***************************. I intend on filling a law suite if a resolution is not reached as instructed by an attorney who is very familiar with this case and who agrees that there are serious issues.

    • Initial Complaint

      Date:03/07/2025

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 12/27/24 I did their refer a friend program and I was supposed to receive a $100 bonus for referring. I was told it would be ***** days before payout. We are now at day 68 and I am constantly getting the run around when I call customer service with no resolution.

      Business Response

      Date: 03/07/2025

      Good morning and thank you for providing this member complaint.  SECU is in receipt, and the concern is being routed to the appropriate leadership team for research and response.  The response will be provided directly to the member.  Thank you - 

    • Initial Complaint

      Date:03/05/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      **************** helped me set up a deferred payment for four months out. Then when came the time to pay, they claimed there was never a deferred payment. I asked for the voice recordings of our conversation. They claimed they did not have those anymore. I was sent to a law firm where I had to then make payments through them. later on they agreed to do a settlement. I paid the settlement and now they claim they want the full amount just to release title

      Business Response

      Date: 03/05/2025

      Good afternoon - Thank you for providing.  SECU is in receipt and the member's concern is being routed to the appropriate leadership team member for research and response.  The response will be provided directly to the member upon completion of the research.  Thank you - 

    • Initial Complaint

      Date:03/03/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I keep getting charged overdraft fees and I dont have over draft on my account. I have called and email several times then they Finally tell me how to opt out I did that on the app and I'm still being charged over draft fees I wouldike to have the overdraft removed from my accou t again and also opt out of any over draft services and have any fees returned back to me asap. I'm getting sick of this

      Business Response

      Date: 03/03/2025

      Good morning - SECU is in receipt of this member concern, and it is being forwarded to the appropriate SECU leadership for research and response.  A response will be provided directly to the member.  Thank you - 

    • Initial Complaint

      Date:01/31/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I had an auto loan with SECU. I paid the loan off on 09/11/2024. I got confirmation that the loan was closed on 09/13/2024. It was the reported to my credit report that my account was30-60 days past due being date of 1st delinquency 09/11/2024. I have always paid my payment on time along with extra every payment. This has dropped my credit score significantly. I have reached out and wrote letter with no explanation just that there is noting that can be done. That is unacceptable and I would like fixed asap!!!

      Business Response

      Date: 01/31/2025

      Good morning and thank you for providing.  This being routed to the appropriate SECU leadership for research and response.  The response will be provided directly to the member.  Thank you - 

      Customer Answer

      Date: 02/02/2025


      Complaint: ********

      I am rejecting this response because:
      I would like this taken care of asap. This is my fourth attempt in getting handled with SECU. Just to say going to contact us directly is what we have been hearing and not able to talk to anyone. Received letters just saying can’t be fix and is correct when we have sent proof of it not. It has ruined our credit as we are trying to buy a home. 
      Sincerely,

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

      Business Response

      Date: 02/04/2025

      Good morning and thank you for providing.  This complaint has been escalated to SECU leadership who is currently researching and documenting a response.  SECU appreciates the member's patience and a senior leader will respond directly to the member in the coming days.  Thank you - 

      Customer Answer

      Date: 02/04/2025


      Complaint: ********

      I am rejecting this response because: I will be satisfied once this is completed and resolved asap!!!

      Sincerely,

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

    • Initial Complaint

      Date:01/27/2025

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      They closed our cd account without our consent. After I reached out to them they told us they issued a check also without our consent. Per the bank the check was mailed out September 2024. We have not received a check as yet. They have not given us an answer as yet. No one can give us an answer regarding our account. I called the bank in September to let them know to roll over the account but they still closed my account. Who closed the account without our consent? Please look into this as soon as possible.

      Business Response

      Date: 01/28/2025

      Good morning and thank you.  This has been received and is being routed to the appropriate SECU leadership for research and response.  The response will be provided directly to the member.  Thank you - 

      Customer Answer

      Date: 01/30/2025

       
      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,

      ******* And ****** *****

    • Initial Complaint

      Date:01/22/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      A month ago, I noticed I had been being charged a "cash advance" interest on my credit card. I have called, emailed and chatted multiple times inquiring about WHAT cash advance I have been charged. I was told I took a cash advance in 2022, I did not, Then I was told it was to honor a locked in interest rate however i have been charged 2 years prior. I was THEN told someone would contact me. I have yet to get a call, though I have followed up multiple times. I have called myself and get hung up on each time. The charge is $50-$55 per month, for the last 4 years. This needs to be adjusted and credit BACK to my card. I have also requested billing statements to show this cash advance and no one will submit them saying they go back too far. I NEED the ***** that there was a cash advance and if that cannot be provided, this is 100% fraud! The customer service is complete TRASH and the moment this is resolved; I will be closing all of my accounts and banking elsewhere.

      Business Response

      Date: 01/23/2025

      Good afternoon and thank you for providing.  This has been received and is being routed to the appropriate SECU leadership for research and response.  SECU leadership will provide a thorough response directly to the member.  Thank you - 

    • Initial Complaint

      Date:01/02/2025

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Overdraft fees. When I deposit ******* into the, one of the fees the lady from told the bank they charge me twice, my bank said we cant do anything its in pending I have 610 pending from my deposit why you they allow ****** go thru twice any other other time I get declined, now my money was pending the let it go the hit me 150 overdraft fees. If you look into my account before you will a lot of Reversal cause charge and then found out they were wrong . This is the WORST bank ever my wife belong here and I trying to hang in because of her.

      Business Response

      Date: 01/03/2025

      Good morning and thank you for providing.  SECU is in receipt and is forwarding to the appropriate leadership team members to research and provide a response.  A response will be provided directly to the member.  Thank you - 

    • Initial Complaint

      Date:12/18/2024

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      One simple question. How do you find current offers on the mobile app? On the phone now for over 20 minutes. ******* needs training!!!! Now talking to ***** who is annoying me who is transferring me again. I have been a member Too long for this nonsense. Talking to Kyrenia who is acting ignorant and wants to tell me about a new loan. What is wrong with this credit union?!!!! I am ready to take all of my money out of this stupid institution!!! You can not play with people money or time!!!!!!

      Business Response

      Date: 12/18/2024

      Good afternoon and thank you for forwarding.  This member complaint has been received and is being routed to the appropriate leadership team members for research and response.  SECU will be in communication with the member directly to resolve the concern.  Thank you - 

    SECU Credit Union, Inc. is NOT a BBB Accredited Business.

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