ComplaintsforState Employees Credit Union

• Initial Complaint

  07/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  For the second time Money was deposited into my account incorrectly by a teller that belong to someone else and was not picked up on for a week and the money was withdrawn from my account without notification which put me several hundred dollars overdrawn…. So now I can’t pay my bills and get my account with a positive balance to pay my bills for their mistake a second time.. and the manager wanted me to apply for a loan and make a deposit to pay for their mistake which I can’t afford… And this may affect my credit and credit score… And I was a bit offended by her assuming that I had withdrawn money from my account knowing that I had this “Extra” $ that had been in my account for a week…The bank only found a mistake because the customer didn’t have their money in their account to take care of their business…

  Business response

  12/07/2022

  To whom it may concern;
  
  This letter is in response to a complaint filed by ****** ** *********
  
  After review, the member has received two deposits into his account that did not belong to him and these deposits were corrected.
  The first deposit was posted on March 8, 2022 and the other on July 5, 2022. In both of these instances, the deposits were made in error as the employee conducting deposits for Mr. ********, failed to ensure the deposit account number for a different member after completing the transaction for Mr. *******s. This essentially established the error in deposit. On both of these occasions, the incorrect deposits that were made were left in Mr. ********’s account, increasing his balance.
  State ECU staff are trained to ensure that the member that is in front of them is the member in which they conduct transactions or maintenance. In these two situations, that verification was not confirmed. We apologize for the error, human as it may be and we have corrected the situation by ensuring training and supervision in all transactions. The individuals who conducted these particular transactions have received disciplinary action for operating outside of State ECU procedure.
  We strive to ensure communication with our membership and per the complaint, we understand that Mr. ******** was never notified about the removal of funds, not belonging to him. We take our member feedback seriously and we are working to put into place procedures that address member communication. We are always working to be and do better and we appreciate the opportunity to do so.
  Mr. ******** has spoken to members of our Senior Management staff and our Senior Leadership team to discuss these errors. In order to try and make things right, we have refunded all fees that were assessed due to this mistake and we did offer a non-interest loan option to help get Mr. ******** back on track.
  We do understand that any withdraw from an account can cause confusion, especially when you are unaware of the withdraw. These funds in questions, although deposited incorrectly, did not belong to Mr. ******** and were given to the appropriate member. We encourage all of our members to utilize their online banking, mobile banking or telephone accounting options to ensure their balances and report any discrepancies. This ensures that errors can be corrected timely and that funds belonging to another member are placed into the appropriate account and not used by another party.  

  Customer response

  12/08/2022

  Complaint* ********
  
  I am rejecting this response because: loss of work, money and time used to correct their mistake and making payment arrangements for other bills not to be overcharged or past due..  taking out a loan and putting myself in their dept is unacceptable.
  
  
  
  Regards,
  
  ****** ******** * *** ****** ** ** ******** **** ****** ** * ****** *** ******** **** **** * ****** *** **** *** ********* *** ********* ** *** ******** **** *** ******* * ****** *** ********* **** ** ****** *********

*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. ↩