ComplaintsforSecurityplus Federal Credit Union

• Initial Complaint

  08/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My CD matured on July 29, 2024. I promptly submitted my request to cash out the CD. It has been 30 days, and this bank has ghosted me and refused to mail me the check. I feel I have been ******* by this bank. I want my CD closed and the entire amount mailed to me on a check ASAP. Because of the bank's delay, I want August's interest and dividend be included in the check as well.

  Business response

  08/29/2024

  Good morning,

  Please see the attached response letter regarding case ********.

   

  Customer response

  08/29/2024

  
  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. I will wait to receive the check. Had I not received the check, I will circle back.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  04/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I signed up for Securityplus Federal Credit Union through a referral link. The offer said, "Get a $100 ****** Gift Card Your reward will be emailed to you at [my email address] once your account qualifies!" After meeting the offer terms, I had not received the gift card. I reached out to them twice, only to receive a generic response each time. After the third message to them, I received a message that they declined to provide the gift card. They didn't provide any reason as to the denial. Their response just said, "Rewards are subject to verification. The Company may delay or decline a reward for the purposes of investigation and the Company’s decision on any investigation is final and in its sole discretion. Decision for the gift card was declined." This is unacceptable. In my initial outreach to them, I included a copy of the offer that I received (which I have attached to this complaint). I've also attached a copy of my statement that lists my $2,000 opening deposit. The account only had to be opened with a $50 deposit. I also had to keep the account open for 30 days and I've done that. I followed through with my part of the deal, but Securityplus Federal Credit Union has chosen to not uphold their end of the agreement. The fact that Securityplus Federal Credit Union would arbitrarily choose not to fulfill agreements is deeply concerning and speaks volumes about their credibility and integrity.

  Business response

  04/10/2024

  RE: BBB Case #21539744
  

  Dear Ms. *****,
  

  This letter is in response to the case you opened with the Better Business Bureau (BBB) regarding Securityplus Federal Credit Union.  We sincerely apologize for the delay in resolving the issue related to the Refer-a-Friend rewards program at the Credit Union. Your patience and understanding in this matter are greatly appreciated, and we assure you that we are committed to addressing your concerns thoroughly and promptly.
  

  Upon a detailed review of your account and the promotion in question, we have clarified the situation regarding the rewards you are entitled to.  Since we were able to verify that you have met the eligibility requirements of the program, the rewards vendor sent you and your advocate a $100 gift card to the email addresses on file.  You should have received your rewards card on April 9, 2024.
  

  At Securityplus Federal Credit Union, we are committed to making a positive difference in the experiences of our members. We value your loyalty and efforts in promoting our services. Please accept our apologies for any inconvenience this situation may have caused.  Thank you for your continued support and understanding.
  
  Sincerely,
  
  Daniel ***********
  VP of Performance Marketing and Sales Strategy
  
  
  CC:  BBB

• Initial Complaint

  03/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Security Plus Federal Credit Union could not help me over two things today! My debit card was closed due to fraud. This issue has not been solved since 9:30. I missed the call from fraud department. They called my work instead of my home number that I provided. I tried to call fraud department. Their system COULD NOT notice my SSN # and card number more than twice even with different interpreter's voices. The membership rerpresentative and supervisor kept telling me to apply the loan online. The application online was for line of credit and personal signature only. Both were NOT right one that I looked for. Leah, Lluvana, and Frances (sp?) all are supervisors failed to assist me with fraud issue!!!!! They refused to provide me their phone number or transfer to fraud department. They FAILED to meet the standard of customer service. This time is worse than last fall! All supervisors failed to assist me. The 11 fraud payments are still on my history! I am very angry with call center and branch office. None of them helped me at all!!!!!

  Business response

  03/07/2024

  Good morning,

  Please see attached response to the BBB complaint 21371457.  We apologize for the inconvenience the situation has caused Ms. Stack.  At this time, her concerns have been addressed.  I have asked her to reach out to us if there is anything additional she needs.

  Warm regards,

  Denise ** ******

  Customer response

  03/08/2024

  
  Complaint: 21371457
  
  I am rejecting this response because:  

  The contact center couldn't help me with many things that what I asked for.  The representative and supervisor kept telling me that someone will call me within two business days.  I couldn't understand why SPFCU use their service as contact center.  They couldn't see many information that I asked.  They had very limited access.  The contact center with limited access were worthless to customers. Please see the google reviews about them too!   

  This was my 2nd time that they couldn't see the status of the new debit card.  

  I asked them to transfer to Accounting Specialist Department. They told me no.  They couldn't transfer to them.  Why!!????  The contact center with limited access could lead to lose more customers because customers can't get what they need.  

  In overall, the contact center is a very worthless service because they always tell me that someone will call me with two business days.  What are they doing?  Just sit and tell customers that someone will call them back in two days.  This is NOT the kind of customer service.  

  Please consider about providing custimers more options to access instead of waiting for someone to call back.  

  The customer service with a lot of access was amazing years ago.  What happen?

  
  Sincerely,
  
  ******** *****

  Business response

  03/08/2024

  Please see the attached letter in response to the rejection.

• Initial Complaint

  02/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  A non-IRA CD matured on 2/7/24. I started calling on 2/8/24 and continued calling every business day at different hours including today 2/20/24 and no one has called me back. I've even e-mailed them via their link. No response. I don't want the CD to renew. I want them to send me a check. I also want the additional interest from 2/7 included in the payment.

  Business response

  02/21/2024

  Good day,

  This message is in regards to the complaint submitted by Mr. **** and received by the Credit Union on February 21, 2024.  On behalf of the Credit Union, I would like to apologize to Mr. **** for the inconvenience and frustration he had trying to get in touch with the Credit Union.  We have recently implemented a new Contact Center assistance platform and are still working out the disconnects related to the new service.  

  On February 21, one of the Credit Union's managers reached out to Mr. **** to proceed with his request to close the CD he described in his complaint.  This process will be handled via an electronic document to be signed by Mr. **** authorizing the account closure.  Once we receive his signed request to close the CD, the proceeds will be sent to him without delay.  

  We appreciate Mr. ****'s patience as we work through this new process and again would like him to know that we apologize for the service he received.  We truly are working on improving the process so experiences like this do not recur.

  Warm regards,

  Denise ** ******
  

  Customer response

  02/21/2024

  
  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,
  
  ********* ****

  Customer response

  02/21/2024

  Thank you so much for your help in resolving this issue.  I never should have had to resort to the BBB to get this resolved however.  THANKS AGAIN for your PROMPT response.

• Initial Complaint

  02/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Good morning, I'm ****** *****. I'm an auditor for ****, but I have worked in the field of public health, geriatrics, and pediatrics prior for ******* ******** ***** **** *******, ***** ********* **** ********* ********** *******, **** ******* *** ******** ********* ******* and with ***** ****** ***. I am reaching out to this bank on behalf of my friend and colleague, Mr. ***** *****. I graduated from the CCBC and the UMBC with my A.A. degree, B.A. in Sociology and my certificate in the Social Dimensions of Health. Mr. ***** graduated from the UMD, College Park, with a B.S. in Environmental Science. He is the CEO/Founder of ***** ********* ******** ****. Urban planning is one of the services they provide amongst many others. He is fighting for restoration to the Liberty Rd corridor in Baltimore County, East Baltimore's Broadway East neighborhood, and West Baltimore's Penn-North community. We just had a meeting last week with the Department of Agriculture and we're outlining plans to place farmers markets and cool green bus shelters along the Liberty Rd corridor in Baltimore County, in Baltimore City's Broadway East community, and along West Baltimore's Pennsylvania Ave corridor, but financing is key. The health disparities are real and we're tired of the needs of our marginalized communities being placed on the back burner in the city of Baltimore and along the Liberty Rd corridor in Baltimore County. These practices would push the dollar stores and liquor stores out of low income communities. I reached out to this bank to inquire about opening a business account several months ago about this matter, but did not receive a response. How could you all assist us with these investments financially? The interview I facilitated with them is listed below and their website is listed below. **************** **************** **************** Please advise and let me know. Thank you, ****** *****

  Business response

  02/08/2024

  Dear Mr. *****,

  First, I would like to thank you for your membership with the Credit Union.  Next, I would like to recognize you for reaching out to emphasize the need for positive change throughout the areas in Baltimore you described in your complaint.  The Credit Union, after years of planning, has implemented a Business Services Department.  I apologize that you did not receive a response previously, but I encourage you to reach out to Mr. Anthony ********* at 410-********.  He is the Credit Union's Vice President of Business Services and would be glad to discuss opening an account for your organization and other ways the Credit Union could assist in the projects you described.     

  Warmest regards,

  Denise ** ******

  VP of Internal Audit

  Customer response

  02/08/2024

  
  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

  01/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Security Plus FCU. Transfer my ROTH IRA money into a savings account because of the small amount. This was done without my permission. The IRA should not have been transferred because taxes had been paid. They would not give additional information but said a specialist would contact me within 48 hours. I have called them 4 times over the last 2 weeks and no one called me. Now I have received my 1099 tax statement and I do not know if it correct. What should I do? I do not know how to upload documents. Is there another way?

  Business response

  01/30/2024

  Good day,

  On January 30, 2024, we called Mrs. ****** to discuss this matter.  There was no answer so we left a message for her to call us back.  The account had no activity since before 2007 and based on escheatment laws, the Credit Union was required to take action.  We called Mrs. ****** to inform her of this back in August of 2023 but were not able to get in touch with her because the phone number we had on file was disconnected.  Since we could not get in touch with her, we were required to close the dormant account. 

  We will continue to reach out to Mrs. ****** to discuss and resolve her case.  We extend our apologies for any inconvenience she has experienced in not being able to speak to someone quickly.  We are currently working on improving our Contact Center which has been upgraded recently but still requires some adjustments. 

  Warm regards,

  Denise ** ******

  VP of Internal Audit

• Initial Complaint

  01/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I’ve been trying to reach a specialist at Securityplus credit union since 12/2/2023. I realized my automatic payment schedule for my signature loan was not in sync with my pay days. After paying the first December payment, I called the call center, where the line was either consistently busy, or I was told that a specialist will return my call within two business days. I NEVER received a call back after requesting it every two-three days until I decided to go to the Woodlawn branch on 12/14/23. The branch manager assisted me, and I explained all that had occurred to date. Since the next payment was due 12/15/23, she advised me that in order to change the due date and process the paperwork, I’d have to pay the 12/15/23 payment, which I did. She told me that no one was in the office at that time due to a holiday party, but it will be taken care of as soon as they return since it was a simple action. She advised me that I will know it has changed when I see the date change in the app. A week went by with no change, so once again I decided to call. A rep assisted me, and called around to get status of this change and another issue. After the Christmas holiday, she called back with an update on the other issue, and asked that I hold so she could contact the correct department to find out about the date change. They informed her that once again, I would need to pay the 12/29/23 bill in order to change the date to the 1/5/24 date I originally requested. I informed her that they had two weeks to process my request so that I would not be in this situation again and they did not. Having me pay 12/29’s payment, and then a week later pay 1/5/24’s payment is insane, and I should not be punished, because the responsible parties did not process a simple action timely. I have also left a message for the branch manager and so did the representative that tried assisting me. I had automatic bills that would have resulted in insufficient funds had I not moved my money from that account

  Business response

  01/05/2024

  Dear Mrs. ******,
  
  Thank you for reaching out to the Better Business Bureau regarding your experience with Securityplus Federal Credit Union. We sincerely apologize for the inconvenience and frustration you have experienced in trying to adjust the due date of your signature loan payment. Your feedback is invaluable in helping us improve our service.
  
  We understand that you have been attempting to align your loan payment with your paydays for several weeks. Despite your efforts, including multiple calls to our call center and a visit to our Woodlawn branch, the changes were not reflected in a timely manner. We acknowledge that this situation caused you unnecessary stress and inconvenience, especially regarding your financial planning.
  
  To resolve this issue, please note the following actions that have been taken:
  
  Your request to align the automatic payment with your payroll date (January 5th) is complete. We regret the delay in processing your request, which was compounded by internal miscommunication and the holiday season.
  

  The automatic payment schedule has now been updated to reflect your preferred due date. This change should be visible in your online account.
  

  We are conducting an internal review to understand the breakdown in communication and process delays. This will help us implement necessary improvements to ensure that such issues do not recur.
  
  We extend our sincere apologies for any inconvenience and distress this situation may have caused. Securityplus Federal Credit Union is committed to providing our members with the highest level of service, and we regret that we fell short in your case. We appreciate your patience and understanding as we work to rectify this matter and prevent similar occurrences in the future.
  
  If you require any further assistance or clarification, please do not hesitate to reach out to us directly.
  
  Sincerely,
  
  Obi ******

  Chief Experience and Impact Officer

   

  Customer response

  01/05/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21085479, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  12/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Last week I was approved for a checking account with SecurityPlus. I had originally funded the account with $1000 during the application process 2 weeks before I was approved. I received a welcome email with no account number or information. Due to that, I am unable to create an onlin account and have access to my own money. Upon calling the customer service number, they said I can either go into a branch or wait until I get a statement. There are no branches near me. My only other options would be to wait a month to get a statement so that I can access my own money which is ridiculous. This is a terrible start to banking with this company. I just want my member number so I can create an online account and they won't provide it. My money is essentially being held hostage.

  Business response

  12/18/2023

  Dear Mr. ****,
  
  Thank you for reaching out to us with your concerns about your recent experience with Securityplus. We understand that the initial issues you faced, including difficulties logging into E-banking, not receiving your member number and account numbers, and not having access to your funds, were significant and caused inconvenience.
  
  Acting on your feedback, our Chief Experience and Impact Officer, Obi ******, immediately took the lead, working closely with his team to reach out and provide a resolution. We are delighted to hear that your recent interactions with our team were positive and that we successfully addressed your concerns on December 16, 2023.
  
  To recap our resolution:
  Online Banking Access: We are glad to have assisted you in successfully logging into your online banking account.
  Member and Account Numbers: Your member number has been provided to you. Additionally, we have ensured you have access to your account numbers.
  Debit Card Issuance: A new debit card was issued on 12/07/2023, which should facilitate easier access to your funds.
  Membership Card Mailing: To ensure you have all the necessary materials, we have mailed out a new membership card.
  
  Your feedback is incredibly valuable to us, and we are grateful for the opportunity to improve your experience with Securityplus. As requested, we will send you a new survey to gather your thoughts on the service provided during our recent interaction. Your input will help us continue to improve our services and support.
  
  Thank you for choosing Securityplus,
  Obi ******
  Chief Experience and Impact Officer

  Customer response

  12/18/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21007963, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ****

• Initial Complaint

  10/30/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Let me preface by saying I don't usually write complaints as I'm an easy going person who avoids conflict at at all costs; and do not play victim; however, I am hoping to help others to prevent them from going through what I have experienced. Last year, I originally applied for a $5000 loan with the bank, but I let a bank's rep convince me to consider a HELOC. So, I started the process for the HELOC. When I met with the bank's representative, I was told I had 10yrs before I had to start repaying the loan (I later found out that I had 45 days to make a payment). In addition, I tried to make changes BEFORE my settlement and was told by the bank's rep that I would have to make the change at settlement. When I got to settlement and asked about the change, they informed me that all changes had to be made by the bank BEFORE settlement. At this point, I had gone through so much back/forth with the bank's rep, drove about 35 miles to settlement, and had obligated some of the funds from the loan so I went ahead with the loan. I followed up with the bank's rep AFTER the settlement. She told me that I would be able to remove some of the bills I initially included in the HELOC. I later found out that was not possible. During my initial meeting with the bank's rep, I was also told that my interest rate would not go above a certain percentage based on the rep's experience. I was also told that I would have an opportunity to contest the appraisal if I did not agree with it. Well, the interest rate is twice that amount, and I was never given the opportunity to contest the appraisal. Fast forward until today...because I was told I had 10 yrs before I had to start making payments, I missed a few payments due and did not know b/c I was told I had 10 yrs before I started making payments on the loan. I am now playing catch up to bring my account current. I noticed my last payment had not been applied to my balance. I spoke with a rep in the Collections department and was told that it will not change b/c my payment went to interest, which makes no sense to me as the interest is included in my balance. If that's the case, why did my other payments decrease my balance. I now have no idea what my balance is on the loan. I applied for the original loan of $5000 b/c I needed to pay an unexpected bill. If I had known I would have had to make a payment towards the HELOC in 45 days, I would not have gone through with it as I did not want to put myself in a financial bind. The customer service reps, particularly in the Collections department are discourteous and unpleasant to work with. I want to note, this is not the only negative experience I've had with this credit union. A couple of which I know are unlawful practices.

  Business response

  11/01/2023

  This is in response to the complaint received yesterday by Ms. ********.  On behalf of the Credit Union, I would like to apologize for any misunderstanding related to the HELOC.  I would also like to express my apologies if there was any point in which you had unpleasant conversations or didn't feel you received the service you deserve.  We appreciate your membership and want you to be glad that you are a member of Securityplus Federal Credit Union.  I have asked that the SVP of Lending  

  Bureau response

  11/02/2023

  Karisma ********
  2925 Galloway Pl
  Abingdon,MD 21009
  
  
  Dear Karisma *********
  
  This message is in regard to your complaint submitted on 10/30/2023 against Securityplus Federal Credit Union.  Your complaint was assigned ID *********  

   

  BBB has received a formal response from Securityplus Federal Credit Union. We ask that you review the response and understand that BBB is here to assist both parties in reaching a fair and reasonable resolution.

  Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.

  Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code* **************

  Sincerely,

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

  
  MESSAGE FROM BUSINESS:
  
  This letter is in response to the case you opened with the Better Business Bureau (BBB) regarding Securityplus Federal Credit Union. We sincerely apologize for any misunderstanding related to the HELOC you have with the Credit Union. You have been a loyal Credit Union member for many years and I would like to express my apologies if there was any point in which you had unpleasant conversations with staff or didn't feel you received the service you deserve. We appreciate your membership and want you to be glad that you are a member of Securityplus Federal Credit Union. Since your case involves a lot of personal information, I will not include that in this letter. I have forwarded your complaint to the VP of Consumer Lending and discussed your case with her. She stated that she would reach out to you directly to speak about your concerns regarding the appraisal and the interest rate. I would like to address one topic you referred to in your complaint, that of the interest rate. The Credit Union’s home equity lines of credit are all based on the US Prime rate, which is common in the financial services industry. Since March of 2022, the Prime rate has increased several times from 3.25% to the current rate of 8.50%. This is a reflection of the current economy and not specific to the Credit Union. The Federal Open Market Committee has been raising the Prime rate as a strategy to control inflation. The result has been a rising interest rate environment, in fact, rates are the highest they have been in 22 years. This has caused borrowers, like yourself, to see their monthly payments increase. Ms. ********, we truly appreciate your many years of membership with the Credit Union. Your loyalty is our most valuable asset. We hope we can earn back your trust and look forward to engaging with you for your future financial needs. Sincerely, Denise M. ****** VP of Internal Audit
  

  Customer response

  11/02/2023

  
  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,
  
  Karisma ********

  Bureau response

  11/02/2023

  Denise ******
  Securityplus Federal Credit Union 
  **** ******* **** ********** ** *****  
  
  Dear Denise ******:
  
  This message is in regard to a complaint submitted to BBB about your business on 10/30/2023 by Karisma ********. This complaint was assigned ID *********
  
  BBB would like to thank you for your cooperation and response to the above-referenced consumer's complaint. After forwarding the consumer your response, the consumer notified our office the matter is resolved. Therefore we have closed this case accordingly.
  
  If you have any questions, however, we are happy to assist you. Thank you for your cooperation in this matter and for your support of our self-regulatory goal.
   
  Each year, millions of consumers contact BBB for pre-purchase information, and your response to this dispute will assist your future customers with making valuable purchasing decisions.
  
  Sincerely,
  
  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####
  
  MESSAGE:
  
  
  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,
  
  Karisma ********

• Initial Complaint

  10/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have attempted to close all of my accounts with this company for several months. I paid off my balance via wire transfer, multiple months ago. The financial institution never closed ny accounts, took my payment, and did not apply it towards my balance owed. The company is now reporting payment delinquencies to credit bureaus and doesn’t have an infrastructure in place to take phone calls regularly. I struggle getting a hold of anyone on the telephone and live 60 miles away. I reached out successfully and was promised resolution and never received it.

  Business response

  11/01/2023

  Good day,

  This is in response to Mr. *****'s complaint received yesterday.  On behalf of the Credit Union, I would like to apologize to Mr. ***** for the inconvenience he has faced over the past few months.  After reviewing the complaint and the support showing a payment made on August 23, 2023, it was found that the credit card number was not input correctly.  It was missing a digit so it was not applied correctly to Mr. *****'s credit card as appropriate.  The matter has been escalated and will be resolved as soon as possible to reflect the payment made in August.  Also, the late fees charged in the months of September and October will be refunded, as will the interest charged.  In addition, the Credit Union will correct the credit reporting so as not to reflect the delinquency caused by this error.  Please allow at least 30 days for the correction to show on your credit report.

  Once again, I apologize for the error and appreciate your membership.  

  Warm regards,

  Denise M. ******

*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. ↩