ComplaintsforSRP Federal Credit Union

• Initial Complaint

  04/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Hello, I'm writing to file a complaint about a serious issue with my account at SRP Federal Credit Union. Here's what happened: I got a loan of $12,000 approved, and the money was put into my account on the **** of April 2024. But when I tried to log in on the **** of April which was a few days later, I got a message saying I couldn't because of some restriction on my account. I called customer support to explain what was happening and they told me to go to a branch nearby to fix it. So, I went. The person there requested for a ID and checked everything and said I should be able to access my account now. But when I got home and tried, same problem! It's been 2 days now, and I still can't get in. I really need that money for important stuff. I gave all the info they asked for during the loan application process, my driver’s license, paystub, and answered lots of security questions from my credit report but before loan was approved. I need them to either fix this problem ASAP so I can get access to my account and loan money. It's not right to have a loan account open when I can't even use the money. I work as a ***** ******, and my job requires me to be constantly on the move. Taking time out to visit the branch was a significant effort for me. However, despite making this effort, the issue couldn't be resolved so I will be glad if you can help me get this sorted out fast. If you need more info, just let me know. I don’t know if this will be needed but my member account number with the credit union is ********  Thanks.

  Business response

  05/01/2024

  Good morning,

  SRP's Fraud Supervisor has reached out to the complainant to schedule an appointment to get this matter resolved as soon as possible.

  We will keep you informed of any updates.

  Sincerely,

  Bronwyn P**** Executive Assistant 

• Initial Complaint

  02/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  A couple months ago I called and asked to have my car payment stopped from coming out of my account, I was told that it would be stopped. For the last 3 months I noticed my bank account has over drawn by 35 dollars, I called 2 weeks ago and spoke with a rep by the name of Payton who informed me there was nothing they could because I needed to come into the branch and sign paperwork to stop payment. I explained I have 2 banks and my payment was coming out of the other bank account so why would they continuously charge me over draft fees when I have asked them to stop payment. I noticed today they charged me again all together in the amount of 140 dollars. I was never told to come in and sign any paperwork until I spoke with Payton. I'm in and out of jobs can't afford to just give away 140 dollars.

  Business response

  02/08/2024

  Good afternoon,

  I attached the response letter, and I also pasted the content below.

  Karen B*** our Contact Center Manager reviewed the call and found no error on behalf of our agent or SRP. As a good will gesture, she refunded the three charges of $35.00 for ********** ********* *** ******** totaling $105.00. We also placed a stop payment on Ally for $342.23 remittance waiving the $35.00 fee.
  
  Karen called the member, and she is satisfied. She admitted she had not called before but talked to someone at the branch she couldn't remember. Karen told her the dates of the refunds she made, and the stop payment submitted. She was going to call **** about trying to pull again on ***/2024.
  
  She did not know how to place a stop payment for future reference, Karen walked her through the process.
  
  Complaint Resolved by
  Karen F B**** CCCM
  Contact Center Manager
  SRP Federal Credit Union
  ******* ************ ****************
  
  
  Respectfully submitted,
  
  

  Bronwyn P***
  Executive Assistant
  SRP Federal Credit Union

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My name is ******* ******** and I am writing this complaint for ******* ******** my brother. He has had a number of problems and is now in a personal care home. I am writing this complaint about the SRP ** ***** ******* **. He placed my brother on his account to help him to monitor his funds. My brother did not put any money in this account. My brother is out of town ** *****. He wanted to take my brother off the account and add me. He was told this could not be done. He was told my brother in ***** would have to travel to Augusta and physically sign saying that he would like to be taken off the account. We have problems contacting my brother and he is definitely not going to travel to Augusta for this purpose. He cant do anything without my brothers signature or consent. This policy is unfair because it is my brother's account and his money and my brother that he put on the account has nothing to do with the funds in the account. I talked to several other banks and they state if my brother had an account with them in a similar situation he could take the person he put on the account off just by saying he wanted them off. He sold his car in December of last year. **** his insurance company continues to debit his account for an insurance payment. He asked a teller to stop the debit because he sold the car and she replied she could not stop the payment he had to call the insurance company.

  Business response

  08/08/2023

  The AVP of Retail e-mailed a detailed response letter to the Complainant on ****** *, 2023, giving him a possible option to remedy the situation.  In her response, she also included her phone number for him to contact her directly should he require further assistance.  

  The AVP also spoke to the Complainant on the phone and answered all his questions and concerns, and reiterated what actions can be taken to move forward.

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On J*** *** ****, I visited the SRP FCU In ********* ** around **** ** ON my way to work to ******* ***** ****. I stopped by this ATM to withdraw $500 from my non-srp account. The transaction went through up until the end, it told me to take my card, but I DID NOT RECEIVE CASH FROM THE ATM, the ATM gave me a error message at the end. The $500 was taken immediately out of my account. I came back To SRP to go inside the branch at *** ** when they opened, they advised me that they couldn't helped me. I called ********* police department and a officer arrived. He spoke with the manager, a police report was filed and I was directed to contact my bank. I called my bank and filed a dispute against the charge. My issue is I need for SRP to pull the camera to prove that I didn't receive any money that morning. This money was supposed to be for rent and my car payment that I am behind on. I have used this ATM several times in the past and never encountered an issue like this. I will push this issue and file any charges that need to be filed in order to receive my money back.

  Business response

  07/12/2023

  RE:  BBB Complaint ID #********
  
  Dear Ms. *****:

  
  This will acknowledge receipt of a Better Business Bureau complaint from an experience occurring **** **** *****
  
  SRP would like to extend an apology for your experience at our ATM in *********, SC.  Non-SRP cardholders must dispute transactions errors to the card-issuing financial institution. 
  
  
  Thank you,
  
  *** ******* ****** *****

  Customer response

  07/12/2023

  
  Complaint: ********
  
  I am rejecting this response because: MY BANK NEEDS PROOF THAT I DID NOT RECEIVE THIS MONEY FROM SRP ATM IN ORDER FOR ME TO BE REFUNDED. A DISPUTE HAS BEEN OPENED BUT PROOF IS NEEDED!!!! TO MY BANK, THE TRANSACTION LOOKS LIKE IT WENT THROUGH WHEN IT DIDN'T! I NEED THE CAMERAS TO BE PULLED OR SOME TYPE OF PROOF. 
  
  Sincerely,
  
  ******** *****

  Business response

  07/21/2023

  We have attempted to contact the complainant via the phone number on the complaint/police report unsuccessfully.  We will mail her a letter asking her to contact us.  We need information from her to be able to research her transaction.  Because she is not an SRP member, we do not have any other information outside of the BBB report.
  
  

• Initial Complaint

  03/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Submitted dispute against ********* ****** ****** *******. Gave one donation from both debit and credit card in ****** * ******* *** * saw unauthorized withdrawals. Tried contact merchant to resolve issue. Asked if there was an automated system option I might have unintentionally chosen. Was informed there is not and was no record other than the two donations made**** * contacted credit card services by phone and SRP Federal Credit Union by secure messaging. Canceled both cards. Due to fraudulent activity. Received a new credit card in February.Still haven't received new debit card. Was told it would take at least 90 days to have resolution. I did however check on January ** for any updates.Reply received was being asked if my inquiry was about merchant ********* as if they were unsure what status I was inquiring about.In Feb. found all my transactions made with my SRP Federal Credit Union credit card had been erased. Only transaction history found starts with newly issued card.All prior transactions is listed in lump sum.Been over 90 days.Only update I have is SRP is confused.The deleted transaction history in the middle of a dispute seems real convenient for SRP.Possibly criminal.Lack of issuing new debit card within 90 days doesn't seem normal practice.How do I know what other charges may be fraudulent activity on credit card?New card at limit when received.Could whole bill be fraud?Did just make a large payment toward pay off around this time.Bank may have glitch in system and I'm not the only one this has happened to.Complaint is they are playing with people's money and life.Can we get them to do their job and correspond like a normal financial institution.With written documentation by mail or at least secure messaging.someine been calling by phone wanting information and I'm not doing that. I don't know is in the other end of phone.

  Business response

  03/09/2023

  Area manager unsuccessfully attempted to call the individual.  Manager was unable to leave a message due to the voicemail box being full.  No further action taken at this time.

  SRP Federal Credit Union

• Initial Complaint

  08/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Been trying contact SRP Federal Credit Union for over 5 hours to get my online app password issue resolved. I end up staying on hold and no one ever answers my call till the line hangs up over 30 mins later. I try to call back and the line acts a busy signal. I wait a minute try to call back and Im either stuck back in a call que thats never answered or the line acts likes its busy and just hangs up. It should not take not take 5 hours just to reset a password. Horrible customer service!

  Business response

  09/16/2022

  Business Response /* (1000, 5, 2022/09/06) */ Dear member, We have received your complaint. We apologize for the long wait times you have experienced. We recently upgraded our online app which has increased calls to our contact center. Please utilize our online chat options via ************** or your mobile app. To save time you can also schedule an in person appointment at a time convenient to you by going to **************, select Schedule An Appointment, to receive quicker service. Your time is valuable and we appreciate your feedback.

• Initial Complaint

  06/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I paid off the title to my vehicle over a year ago and was advise they were releasing the lien and I would receive title via mail within a year. This never happened. Fast forward... During pandemic I fell on hard times and now I have a charge off loan for about $900 which I have made a payment on recently and was advised would work to set up remaining payment. The issue now is I'm being told they will not release the lien from my vehicle due to the charge off. I spoke with manager and advised it's been over a year since my vehicle was paid off which current loan was not charged off at that time. So there was not a reason to not initially release my title and advised I was told verbally via phone they were releasing the lien at that moment and I would receive title via mail in a week. Manager was rude, did not seem to be interested and only said he would call me back. Asked when so that I could know when to expect call he continue to be rude and said he didn't know I would just have to trust I would receive a call. I need the institution to release the lien on my vehicle now

  Business response

  08/19/2022

  Business Response /* (1000, 5, 2022/06/09) */ Dear Valued Member: We have received your complaint and, upon review, will be accommodating your request to have your title mailed to you. We apologize for any confusion on this matter and, should you have any further questions, please contact ****************************. Best, SRP Federal Credit Union

• Initial Complaint

  03/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My banking account has been closed. I am attempting to get all of my bank statements from the bank and they refuse to give them to me. I believe the bank has been illegally taking funds out of my account. I have found several other former members who claim the very same. I want ally statements mailed or emailed to me.

  Business response

  08/18/2022

  Business Response /* (1000, 12, 2022/04/04) */ This is the first request that Deposit Services has received to pull statements for Mr. *****. Mr. *****'s membership was opened *******************************. All statements for that time period were mailed today (*********) to the address on file. Consumer Response /* (3000, 14, 2022/04/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) That is a flat out lie. I requested the statements the day inclosed my account and they refused. I have called more then once and was hung up on. It took me writing to the BBB and the state to file a complaint to make them send me the statements. This place is horrible.

*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. ↩