Complaints

This profile includes complaints for SRP Federal Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  SRP Federal Credit Union

  1070 Edgefield Rd North Augusta, SC 29860-9277

• 

  SRP Federal Credit Union

  PO Box 6730 North Augusta, SC 29861-6730

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:01/31/2025

  Type:Billing 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.

  Money was taken out of my account without my knowledge to pay for a fraudulent check that was not my fault. Paid the money back and they still charged it off.

  Business Response

  Date: 02/05/2025

   Fraud/Loss Prevention Manager of Financial Crimes has completed an investigation of this matter and has determined that there was no error with the resolution of this issue. Based on the complainant’s own statement, a fraudulent check was deposited into his account. However, the check was deposited via mobile banking and would have required complainant's username and password. Once the check returned as “Altered/Fictitious”, a payment arrangement was made, agreed upon and completed.

• Initial Complaint

  Date:01/27/2025

  Type:Billing 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.

  When I was given an auto loan from them, they asked if I wanted to purchase disability insurance with it, saying that I'd be covered if I couldn't work and make the payments due to a reason that was no fault of my own. In explaining that insurance, important details were not revealed, leading me to think that it would be a good idea to have, just incase I lost my job, got hospitalized, etc. When I was let go of my job soon after, since my termination was only because of the location closing it's doors, I figured that I'd be covered, being as this was an example of not being able to make a payment from losing my job from no fault of my own. When I contacted SRP, they said the insurance only covered me if I had gotten disabled at work. This was infuriating because that was definitely not how it was explained to me when deciding whether I should get it or not. And now I am behind on payments and my vehicle is up for repossession and I'm in a situation that I thought I'd never be in partly because of the faith I had in the extra insurance I've been paying extra for since I purchased the car. This type of coverage should be fully explained to someone, not just sugar coated to sound good in order to make the sale. A misunderstanding can be devastating when it comes to something like this, in which in my case it certainly was! Before I was more than a month behind on my payments, I tried explaining this to them, but it was brushed off as if it wasn't understandable and I was given no grace at all from it.

  Business Response

  Date: 02/07/2025

  We are in receipt of your complaint with the BBB regarding the disability loan protection insurance protection. I apologize the coverage failed to meet your expectations. The total Disability premiums added to your loan balance were $377.56 This amount will be credited to your principal balance as a refund of your premiums.

• Initial Complaint

  Date:01/06/2025

  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 am filing a formal complaint against SRP Credit Union due to an extremely frustrating experience at their branch located at *** ***** **** in *******, GA, on January 3, 2024. The lack of transparency, poor communication, and unhelpful staff left me feeling completely dissatisfied and unsupported. I arrived at the branch at **** **, intending to open a basic checking account. After waiting for over 30 minutes, I was finally seen by a representative who informed me that my credit score (***) was too low for account approval. However, I know my credit score is actually above ***, and I provided proof of employment and payment information from my employer, along with evidence that I live locally. Despite this, I was told it wasn’t "good enough" and that I needed a higher credit score to proceed. This was never made clear to me upfront, and there was no explanation of the specific requirements or a clear process to follow. The representative did not offer any practical help, nor did she take any responsibility for the confusion or delay. Instead, she spent the majority of the time justifying the situation rather than trying to resolve it or help me understand the issue. Even after I provided additional details and documentation, I was told it wasn’t sufficient, and I was left without any clear steps on how to proceed. When the branch manager arrived, I hoped for some resolution, but unfortunately, the manager merely justified the situation and did not take accountability for the lack of service or communication. No one explained why I wasn’t able to open an account, and I left the branch feeling as though my time had been wasted. This entire experience was highly unprofessional, and I am frustrated that my attempts to open a simple checking account were met with such poor service. I am seeking an explanation for why I was not properly informed of the requirements upfront and what steps SRP Credit Union plans to take to improve customer service, transparency.

  Business Response

  Date: 01/10/2025

  The case has been closed pending correspondence from **. *******, Per Paula D****, AVP Retail Branches

  1.10.25 -At this point, **. ****** has not provided proof of address needed to open his membership. When we are provided with proper documents to support our membership requirements, only at that time we can open his membership with SRP Federal Credit Union.

  1.8.25-I spoke with **. ****** Tuesday evening at ****. I apologized for the service he received at our ***** *** location. I explained the issue was he did not have proper supporting documents for address verification. He insisted that he did. I asked him to email me the documents he provided our team so I could review them, as of **** on 1/8/25 I have not received any emails. During our conversation, he was still very dissatisfied and would not accept my apologies with the explanations of why we need said documents, he felt he should be allowed to open his membership/checking because his complaint was escalated. If I don't receive an email from **. ****** by the end of the day, I will contact him again requesting documents for review.

• Initial Complaint

  Date:12/31/2024

  Type:Product 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 had a secured loan through my savings account and when I paid my loan off which was my money I was borrowing but the money never got returned Jenna works for SRP and she understands and she suggested that I get a lawyer because it's happened to 3 other members this month

  Business Response

  Date: 12/31/2024

  This complaint was resolved on ********. Please see the response below. I apologize for the inconvenience. I thought that I had replied.

  Bronwyn Pait, EA, SRP

  The Fraud/Loss Prevention Manager of Financial Crimes has completed an investigation of this matter and a resolution has been reached. Based on Ms. *********** admission, the check in question was made payable to two parties and deposited without the endorsement of ***** *****. Since the complaint was filed, SRP has been able to obtain documentation allowing the resolution of this matter.
  Response Letter has been sent to member.

   

  Customer Answer

  Date: 01/02/2025

   
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:11/13/2024

  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.

  ******** ************ homeowner insurance) sent check for claim, deposited it in SRP ATM, ommitted to get ***** ***** siguature, (not my mortage company, don't have mortage). The check has cleared with ********, SRP won't release funds, without signature. ******** don't understand why, they won't release funds. Deposited check on 10/28/2024.

  Business Response

  Date: 11/21/2024

  ******** *** **** ****** ******** ****** ****** ***** ***** **** ***** *** ******** **  ***** *************************** **** *** ******
  This response is in reference to your complaint that SRP Federal Credit Union (SRP FCU) received on November 13, 2024.  We have reviewed the complaint and have completed an investigation of the concerns submitted to the Better Business Bureau.
  
  The Fraud/Loss Prevention Manager of Financial Crimes has completed an investigation of this matter, and a resolution has been reached.  Based on Ms. *****-***** admission, the check in question was made payable to two parties and deposited without the endorsement of ***** *****.  Since the complaint was filed, SRP has been able to obtain documentation allowing the resolution of this matter.
  Complaint Resolved by
  Brandon B****, CACTS, CFCI
  Fraud/Loss Prevention Manager
  ***************** ************
  
  Respectfully submitted,
  Bronwyn P.
  Executive Assistant
  SRP Federal Credit Union
  

• Initial Complaint

  Date:04/29/2024

  Type:Delivery 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.

  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

  Date: 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

  Date:02/08/2024

  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.

  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

  Date: 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

  Date:08/07/2023

  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.

  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

  Date: 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

  Date:07/10/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:03/08/2023

  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.

  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

  Date: 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