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Business Profile

Credit Union

SRP Federal Credit Union

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Credit Union.

Complaints

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

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SRP Federal Credit Union has 2 locations, listed below.

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    Customer Complaints Summary

    • 16 total complaints in the last 3 years.
    • 7 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/29/2022

      Type:Customer Service Issues
      Status:
      Answered
      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.
      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

      Date: 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

      Date:06/07/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 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

      Date: 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

    SRP Federal Credit Union is NOT a BBB Accredited Business.

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