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Business Profile

Credit Union

Shell Federal Credit Union

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Credit Union.

Complaints

Customer Complaints Summary

  • 9 total complaints in the last 3 years.
  • 2 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:08/26/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    To fund an *** *** a $146k check was delivered to Shell Federal Credit Union on 8/21 at 8:12 in the morning. See attached delivery confirmation. She'll still has not acknowledged receipt of the check and apparently can't find it.

    Business Response

    Date: 09/11/2024

    Shell Federal Credit Union has worked with our impacted member to resolve this matter. We extend our sincere apologies for any inconvenience experienced by the parties involved and if there are any outstanding questions or concerns with the resolution of this complaint, or if we can offer assistance in the future for any other issues that may arise, the staff and management team is here to help. We appreciate the opportunity to serve you.  

     

    Customer Answer

    Date: 10/02/2024

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  



     This was resolved. 

  • Initial Complaint

    Date:08/24/2022

    Type:Order 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 filed a dispute with Shell Federal Credit Union 2 days ago when I noticed my card was missing after receiving a deposit and was told that they will not help me because my signature matched on a purchase. I have a common name and my license was recently compromised also. I was interrogated by 2 different representatives at Shell and also restricted debit card use for 6 months. That is just a horrible resolution and I was at work during the time.

    Business Response

    Date: 09/01/2022

    In response to the complaint submitted by Mr. Johnson regarding alleged service issues experienced as a result of filing a debit card dispute claim for unauthorized transactions, an internal review of this matter has concluded that Shell Federal Credit Union’s response to Mr. Johnson’s debit card dispute claim was found to be valid and conforms with the credit union’s policies and procedures for dispute resolution as required by Regulation E. Based on evidence obtained from several sources during the course of the claim investigation, the claim was denied and this matter is now closed. 
    We appreciate the opportunity to investigate this complaint. We invite Mr. Johnson to contact Shell FCU at his first convenience should he prefer to discuss this matter further.  

     

    Sincerely,

     

    Dawn DeLuna

    VP of Risk 

    Shell Federal Credit Union

  • Initial Complaint

    Date:08/09/2022

    Type:Product Issues
    Status:
    Resolved
    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.
    Shell federal credit union has been my bank since 1998, My husband is actively trying 2 kill me and is facing 10 years in prison p, wearing an ankle monitor and currently has a warrant out for his arrest for violation of the restraining order. I am on disability because the stress is affecting my heart and brain, I have been in the hospital for 17 days, when I gave the teller my disability check I told her to put the check in an account with money in it, she told me she was going to put it in my primary checking that had 5k in it. I asked her to please not put the money in the dormant account with a 0 balance because my husband will take it. That’s exactly what happened, she put the money in my old joint account that had not been used in 2 years, it had a 0 balance and my husband took the $540. The bank blames me and takes no responsibility. The teller Brenda admitted she mean to put the money in my money market account but made a mistake. I’ve asked them to do something to make it right, they said no. They have actually given my husband more power to kill me because he has all my money. I think the bank should have some responsibility for putting the money in a closed account that my husband had access to. .

    Customer Answer

    Date: 08/12/2022

    Better Business Bureau:

    This letter is to inform you that Shell Federal Credit Union has carried out to my satisfaction the resolution it proposed for my complaint, filed on 8/9/2022 and assigned ID ********.

    To whom it may concern, I filed a complaint against Shell FCU in Humble texas, because the teller put money in my soon to be ex-husband account and he took it, leaving me with returned American express bill. 

    The District manager called me and said they will make things right. and he followed through with an apology. Thank you for your assistance in this matter. Now I would like to give them a positive review because they really saved my life. 

    With kind regards,



     


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