Complaints

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.

• Initial Complaint

  Date:02/18/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  We experienced multiple angles of unfair business practices with SunEast Credit Union based upon ignorance of trust payment/processing on their behalf AND unfair presumption based on bad business done maybe by other persons who have done business with Sun East. I requested a final payoff letter then sent in a 1099A IRS form requesting deduction from my trust for the remaining balance of the loan, on the IRS document it clearly indicates that this form is for obtaining OR repossession of property NOT both and they ASSUMED RISK of the later without verification or notification thereupon repossessing our car upon a PRESUMPTION of risk?! There are no repossessions on my credit. I put down $5000 on the car less than 1 month ago. 1st payment due 2/2/23 I hadn’t even had the chance to make a payment for it yet, hasn’t even been 30 days?! Repossession at 3:45am 2/14 made after 1 missed call while I was working and 1 email both at about 1:30pm 2/13. They gave us our car back under 24 hours after realizing they had made a mistake. We received our car with damages from SunEast affiliates with no resolve to fix. We want them to pay for the damages. For the embarrassment and defamation of character within in my family and community as well as the numerous I had to speak to to have this issue resolved. Which it still isn’t resolved because my car incurred damages in the process of the towing back and forth.

• Initial Complaint

  Date:01/25/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  When we first opened up our auto loan with SunEast FCU, I saw on their website that my amount was saying we owed $947.00 - and our monthly payment was supposed to be $473.73, yet this was showing up before our first initial payment was even due. I called the company immediately and was informed by a Representative that this amount of $947.00 would not keep showing up on our account, but would go away within 3-4 months and I was reassured that we did not owe this amount. Fast forward 18 months, after we have paid faithfully the $473.73 each month. I will state, for integrity purposes, that we did accrue some late fees due to not being able to pay the amount within the 10 day grace ******* However, regardless, we always paid each months amount due within the due date or within a few days of the grace ****** ending. That being said, never did I see a late fee show up on my account via their website while I was making a payment - so I was unaware that I was accruing any type of late fee. So ********* months into the loan and I am now seeing that I owe over $1,400 on my account even though I have paid each month. I reached out to Sun East via their secure messaging system and had back and forth conversation with *********************. She said she removed our late fees but asked for proof of this in a document form and have not heard back regarding this information, nor is it showing up on the website when I login. In addition, my Husband called and spoke with the company twice. They had initially informed him that it looked like we had made an extra payment once or twice, but because ************ payment "too early" that payment was not submitted as that months payment. Even though the representative admitted that it was not an issue to pay earlier on the account. Then he is told that we paid "too late" and not within the 10 day grace ****** - so that payment also didn't go toward our account. Our credit scores have "suddenly" been reduced ridiculously over the past month

• Initial Complaint

  Date:11/13/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  The Sun East credit union and **** *** have frozen my money in my checking account. They cant give me a reason why. I cant pays bills by check. I cant pay bills electronically. The bill collectors are charging late fees and my credit score is going down. I would like my money freed up so I can pay my bills and restore my credit.

• Initial Complaint

  Date:11/11/2022

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 have been banking with SunEast FCU for a little over 3 years. The only thing I did on this account was pay my car loan through them and pay my car insurance. I had 2 direct deposits going to that account to cover those monthly transaction. A few months ago I had 2 unauthorized transactions withdrawn from my account (7/27 - ****** and 7/28 - ******* *****). I was so lost because I have only had 2 withdrawals come from that account, one of which was a transfer to my auto loan. Once I saw the transactions, I immediately contacted ***** (via email), ******* ***** (via phone and email) and my credit union, SunEast (via phone). I was then told after several weeks of going back and forth with the credit union that they could not help me because I didn't file the claim within 60 days of the transaction hitting my account because the vendor they use will reject it. I called on like the 65th day. After emailing with ***** for several weeks and confirming with ***** that the account was not my account, and they closed the account in question I was told they would refund the money, but nowthey are now telling me that I need to dispute it with my bank. I even supplied them with letters from my bank, screenshots of my bank statements, etc. but now they are saying I have to go back to my bank.Western Union is a JOKE. The first time I called, after holding for over an hour, my call was disconnected. Once I finally got someone on the phone, they gave me an email address of ********************************************************************** which I emailed at least 3 times and would get an automated message back but no response to my complaint, I finally found another number where I actually spoke with someone who gave me another set of instructions to follow to file a dispute for this unauthorized debit from my account. Even though I did everything they asked me, Im not very hopeful I will get my money back.

• Initial Complaint

  Date:10/12/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 have a car loan with Sun East FCU. I make electronic payments from my bank (********) to Sun East FCU monthly. I have been doing this over the last 4 years without issue. On 7/22/2022 I sent my normal electronic payment. My bank account said it posted on 7/23 to the Sun East FCU account. I got a text notification in late September from Sun East FCU that my account is past due. I called ******** and they said the status of the July payment I made is "Open" and that Sun East FCU never processed it. I called Sun East FCU on 10/06 - I was on hold for over 20 minutes, so I used the "select 1 to have someone call you back" phone prompt. Sun East FCU service rep called me back, we went through the issue, she said they made a mistake and would call me back 24-48 hours. It's been 5 days and I haven't heard anything from Sun East FCU. I called today and have been on hold for over an hour. I tired the "select 1 to have someone call you back" phone prompt option and it doesn't work. So I have no way of contacting this business. Sun East FCU has started to charge me late fees for something they are at fault with. This could also negatively affect my credit rating. I need this resolved asap.

• Initial Complaint

  Date:10/08/2022

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Correction to credit report New loan?Stop refusing to take my payments

• Initial Complaint

  Date:09/30/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 took out a home equity loan July 2021 verified my address a number of times with *******. I have been charged an address fees $15.00 even before the loan. Brought it to their attention claimed they was going to take care of it. I was still being charged! Sent a message through the app and a few phone calls (very long wait). I was told they will refund me half $60.00 is NOT half!! Very angry customer I want my money back!!!

• Initial Complaint

  Date:09/14/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Bank not responding the me; not able to reach bank n a timely appropriate fashion to conduct business as s bank should-lost faith and trust as s result. Closed cd account and am charged a 9.19 cent fee to transfer money internally to my sun east savings this is absurd i am seeking refund of this fee, I requested explanation of fund difference 18750.05 in cd and transferred with total in savings 18749.86 which is less than 18750 plus the 115 that was already in savings. (Bank phone menue not accurate leading to hang up no answer no response, wait times over 1 hour if you are not automatically dropped and if you can get thru, outdated online banking, my e statement not updated since may this year. This needs to be reported to the credit union association as well.

  Customer Answer

  Date: 11/09/2022

  BBB please know that I have been contacted by Tera P***** from suneast and the bank has resolved the issue of complaint. they have refunded me via a check and sent a letter to follow up. I was not able to reply inside the BBB web page. please accept this as resolution and thank you very much Tera and the BBB.

• Initial Complaint

  Date:08/30/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  This credit Union charged my bank account 4 times for courtesy payments when the funds where available in my account. They based these charges on pending transactions not after the correct charges cleared. Two where on August 29th, one on August 17th and one July 20th. I looked at my bank statement and see that even after they charged me those courtesy charges that there was sufficient funds in my account, so it doesn't make sense.

  Business Response

  Date: 11/10/2022

  October 11, 2022 
  Dear *** *******, 
  This letter responds to the Complaint ID noted above. Federal laws and regulations that protect the privacy of a consumer's financial information prohibit Sun East from addressing this matter in detail with the Better Business Bureau. Our team is reaching out to the consumer and will attempt to resolve the issue consistent with the applicable agreement and/or policy. 
  

  Sincerely, 
  Grace C******, CFE 
  VP, Member Operations & Loss Prevention 

• Initial Complaint

  Date:08/25/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 purchased a car almost one year ago and Sun East Federal Credit Union financed my purchase. I have been making payments on time every month and have had no issues with them. I recently moved to Texas and I went to pay my car note online as I normally do on or around July 7th, I noticed that there was a message that said "we are having technical issues and if it continues, please contact us. I tried the following day and the day after. My car payment was due on the first day of July 2022. I called the Sun East approximately the 9th and explained to the representative the error message I received. She told me she knows about this but because there is such a high call volume, she could not take any payments over the phone. She did give me a physical location in Texas that I could go and make a payment. This was approximately 40 mins away. I could not leave my because there was a lot of work being done in my home during working hours. I called the credit union back about a week later and I explained my situation to the representative. She was able to provide a mailing address to send payment but again could not accept payment over the phone. It was so difficult to actually go out during the day as I watch a child and have no car seat. So moving forward, time flew and now into August 1 when I get a call from a Sun East representative he was able to process July and August payment. I told the representative what happened and he advised that my account was locked and I should have been transferred over to collections so they could take a payment. He told me a lot of the representatives were new so they probably did not know that they should have done that when I called them. As soon as my payment was posted, I was hit with a 30 past due on my account. Their inability to transfer me to collections while I was on the phone costed me my credit score to decline.

  Business Response

  Date: 11/10/2022

  October 11, 2022 
  

  Dear *** *******, 
  

  This letter responds to the Complaint ID noted above. Federal laws and regulations that protect the privacy of a consumer's financial information prohibit Sun East from addressing this matter in detail with the Better Business Bureau. Our team is reaching out to the consumer and will attempt to resolve the issue consistent with the applicable agreement and/or policy. 
  

  Sincerely, 
  

  Grace C******, CFE 
  VP, Member Operations & Loss Prevention