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:11/02/2023

  Type:Sales and Advertising 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 noticed both my checking and savings account were in the negative, but I didnt seee any transactions to account for it. I called them and I was told that its because I owed on a credit card in which I received a notification that they account was closed. I didnt receive any email or anything stating that theyd be taking money from my account. Ive had so many issues with this institution, which is why its no longer my primary account. Their practices are insane and there is often no communication

  Business Response

  Date: 11/29/2023

  November 29, 2023

  Dear BBB Representative,
  

  This is to confirm we have completed our research and investigation of the situation, as described by the member.
  

  When a loan or credit card becomes past due, there are several steps taken to resolve the account and prevent negative credit reporting. These steps include sending emails, calling all phone numbers on file, as well as mailing letters to the address on record. Our records show that on 9/11/23, when we reached the member by phone, she asked us not to contact her and disconnected the call. Since that date, we placed holds on both the checking and savings accounts for the past due amount owed on the credit card. This hold is to secure any deposits made into the account.
  

  On 11/7/23, a deposit was received into the checking account and have now been transferred to her credit card to cover the past due amount of $75. The holds have been removed from the accounts and they no longer will appear as negative. The November payment in the amount of $25 was due on 11/15/23. If this amount is not paid by 11/20/23, a late fee will be charged.
  

  The member may contact our Collections Department on ###-###-#### if she has any further questions. The department's business hours are Monday- Friday 8:00am 4:30pm EST.
  

  Thank you for the opportunity to research and respond. We consider this BBB complaint resolved.

  Sincerely,

  Manager, Member Correspondence
  On behalf of State Department Federal Credit Union

  Customer Answer

  Date: 12/01/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  This still gave them no right to put a savings account in the negative, that had no money in it. Furthermore, I received a message stating the account was closed, so how are they doing all of this. You're also speaking in past tense. You are speaking on dates of 11/15-11/20, but you dated this letter 11/29/23. Also, I had requested to not be called several months ago because of the unprofessional agents that were calling. I requested to be contacted via email only. This was my request because of the lies I've experienced with this credit union. 
  
  Regards,
  
  *************************

  Business Response

  Date: 12/05/2023

  December 5, 2023

  Dear BBB Representative,

  This is to confirm we have completed our research and investigation of the situation, as described by the member. 
  

  The credit union addressed her concerns in the previous response. The member did not like the response. The member's credit card is currently past due. 
  Again, the member may contact our Collections Department on ###-###-#### or email us at [email protected] if she has any further questions or concerns. The department's business hours are Monday- Friday 8:00am - 4:30pm EST. 
  

  Thank you for the opportunity to research and respond. We consider this BBB complaint resolved. 
  

  Sincerely,

  **********************************

  Manager, Member Correspondence

  On Behalf of State Department Federal Credit Union

  Customer Answer

  Date: 12/13/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  As usual, they dance around fully addressing complaints. Just look at their track record, nothing but bad complaints. You actually don't address anything.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:11/01/2023

  Type:Sales and Advertising 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 have been a customer for six years with the State Department Federal Credit Union (SDFCU) and have never had any issues regarding bank transaction or services. On October 13, 20223, I signed into my account online to complete some banking transactions. While reviewing my transactions, I realized the amount of $4,900 had been debited out from my account by the State Department Federal Credit Union. Not understanding what was happening and knowing I did not authorized the bank to debit my account for that amount, I immediately called the bank. After waiting for a very long time with numerous calls back an forth, I was informed by the bank investigation unit they just found out my account was fraudulently compromised and the money transferred out. Hoping the bank will resolve the situation and refund my money as requested, on November, 1, 2023, I received a letter from SDFCU will no be able to reimburse the funds into my account. When opened up my account with SDFCU, I was informed that my money is safe and fully insured. I am appealing to BBB to assist me have SDFCU refund the funds that were fraudulently debited from my account.

  Business Response

  Date: 11/17/2023

  Dear BBB Representative,

  Please see response for BBB Complaint ******** **********.

  Sincerely,

  **********************************

  Manager, Member Correspondence 

  On Behalf of State Department Federal Credit Union

  Customer Answer

  Date: 12/18/2023

  I have sent a message to State Department Federal Credit Union (SDFCU), Senior Management to assist in resolving my issue  with a more detail explanation of why I believe SDFCU's response is not acceptable. Hence, I am sending you a copy to rebuttal SDFCU's letter to BBB sent on November 17, 2023.

  See attached.

  Thanks,

  ******

• Initial Complaint

  Date:08/31/2023

  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.

  I am a Rideshare Driver. I obtained a Secured Credit Card so that the rental companies would no longer have direct access to my bank accounts. I fully explained to the various CS Reps why I needed this card and that I would be moving money weekly due to stay ahead of billing from the Rental Car Companies. The card activity would be no than it had been with my checking and savings accounts for the past few years.The initial charges, $787 went through on 6/22. On 6/25 & 7/3 I made payments ($300 & $275) to clear my balance enough for the next week's charge of $392. On 7/7 I made another payment before receiving an email from the rental company that their charge was declined against my card. I checked my account and saw that the payments, via account transfers, that I had made over the week had been removed from my checking but had not been applied to my secured card. I then called SDFCU to inquire and explained to them that they had now put me in a position of delinquency with the rental company and jeopardizing my ability to work. I also asked them to credit those payments back to my checking account if they were not going to be applied to my card when I made them. That call was on a Friday and when I checked Monday morning the payments had been applied but the damage to my rental record had already been done. Although it had been "fixed" the card alone would not longer have enough to cover the next billing cycle because my limit was $800. I was now 2 weeks behind ($787) plus the 'hold' the next week for three days then release it weekly and, unfortunately for me, the company does not offer split billing in order for me to catch up. On 7/14 the car was repossessed and I was charged almost $1300 as an Admin Fee as well as the cost of the 'pick-up'. I'm now permanently on the rental company's 'Do Not Rent' list even though myself and their local office I have written emails trying to get me removed as the billing issues we not within my control. 6 weeks no drive.

  Business Response

  Date: 09/25/2023

  September 25, 2023 

  Dear BBB Representative,
  This is to confirm we have completed our research and investigation of the situation, as described by the member.
  The payments referenced in the complaint did post to the card. Payments are held on new credit cards however the balance is decreased by the payment(s) amount. The available funds are not increased until the hold is released. The payment holds were not the cause of the $392.00 transaction being declined.
  On the July 20th statement
  - Credit Limit $800
  - The beginning balance was a credit of $97.52
  - Total Payments were $732.72
  - Total Charges were $1636.41
  - Ending Balance was $806.17
  A charge for $788.98 from ***** with a transaction date of 06/29/2023 was posted on 07/16/2023, which caused the $392.00 transaction to be declined. All transactions are reflected on the credit card statements.
  The charge from ***** for $1296.22 will be something the cardholder will have to discuss with ***** as it is most likely based on the contractual agreement between the cardholder and *****.
  This charge from ***** has however put the credit card in an overlimit condition. The current balance is $2145.01, which is over the credit limit of $800.
  

  We sincerely apologize to our member for the frustration and inconvenience this situation caused. Thank you for the opportunity to research and respond. We consider this BBB complaint resolved.

  Sincerely, 

  Manager, Member Correspondence
  On behalf of State Department Federal Credit Union

  Customer Answer

  Date: 10/11/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  I have received and read the response from the State Department Credit Union pertaining to my complaint. It is not accurate in its entirety; therefore, I must reject their claim.
  I am specifically referring to, A charge for $788.98 from ***** with a transaction date of 06/29/2023 was posted on 07/16/2023,which caused the $392.00 transaction to be declined. All transactions are reflected on the credit card statements.
  I made payments on the account on the following dates to assure that there would be no issue with the ****** weekly charge clearing:
  6/30/23: $300.00
  7/3/23:    $275.00
  7/7/23:    $132.72
  After making the payment on Friday, 7/7/23, to begin clearing the balance for the following weeks charges, I received notice from ***** that their charge of $392.00 was declined on 7/6/23. I immediately called SDFCU (please pull and listen to that call) asking why the charge was declined when I had made previous payments to assure that there was enough on the card to cover it. I was informed that they had yet to be applied even though they were deducted from my checking account. I told the representative to return the payments to my checking account since they had not been applied.I explained, yet again, that the payments not being applied would severely impact my income earning ability.
  Not having those payments applied caused my billing to snowball as ***** does not bill for partial payments. In other words,moving forward they billed for double plus the weekly hold which surpassed my $800 limit even if my card balance would have been $0. Every single time I spoke with them, prior to 7/6, I explained how I needed to use my card, how sensitive that situation was and how I would continuously be clearing the balance to assure there was always enough on there to be drafted by ***********
  As a result, the car was repossessed for non-payment on 7/14. ****** final charge for the rental went through on 7/16. I was billed $1296.22 for repossession and administrative fees as well as being left unable to work due to said repossession. The charges for the repossession caused my account to be severely overdrawn. (Prior to this ***** had never had an issue obtaining payment from me as had been renting from the for years)
  I hold SDFCU at fault for the weekly charge being declined on 7/6. I knew the amount that ***** had charged my account on 6/29 which is why I made those two back-to-back payments in preparation for the following weeks billing. Had the critical payments made on 6/30 and 7/3 been applied to my secured card as immediately as the deductions were made from my checking account there would have been enough room on the card for the charge of $392 to clear. My situation is a clear example of why holding someones payments, and not applying them, should not be practiced.
  I had been trying to work with SDFCU as Ive been a member since the early ****s. However, once I needed their services for more than a simple checking and saving account (May 2023) it became I nightmare and this situation was the last straw for me.
  
  Again, the resolution I seek is that SDFCU cover the repossession charges and compensate me for four of the six weeks that I was unable to work because of said repossession.

  On average, I was making $145 - $225/ day driving via the Uber Platform using a rental from Hertz. I drove 6 days a week. This gives an average of $185/ day X 24 days = $4,440 of lost income. A portion of the $4,440 can be used to reconcile my balance with SDFCU, I be paid the difference via check and I will gladly terminate and pending or future business with them.
  
  Regards,
  
  *******************

  ************
  

• Initial Complaint

  Date:08/23/2023

  Type:Service or Repair 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 Gap insurance through my bank along with a car loan. My car was totaled 06/02/2023. My car insurance **** took car of everything on there end for settlement so that the loan can be cleared as the car was Totaled. The GAP insurance is supposed to pay the reminder of your loan or your car payments in general hince the reason you pay for that insurance monthly. The bill now being due I was told I will go to collections and have a late notice regardless of the car being gone and all this going through SDFCU. It’s there gap insurance that’s been now over two months of nothing being completed or even a check so the reminder amount on the loan is cleared. They have no remorse and each time I’ve called it’s been told I have weeks to wait. After already waiting months. So I will be in collections due to there negligence.

  Business Response

  Date: 09/15/2023

  September 7, 2023 

  Dear BBB Representative,
  

  This is to confirm we have completed our research and investigation of the situation, as described by the member.

  The GAP insurance was purchased directly from SDFCU and in accordance with the policy a claim was opened with the administrator on 6/30/23. Our records indicate all required documents were provided however it was the final decision of the administrator to deny the claim due to a pending refund for the vehicle warranty.
  

  The vehicle warranty has been cancelled and a confirmed refund of $2256.00 should be received shortly.
  

  We sincerely apologize to our member for the frustration and inconvenience this situation caused. We consider this matter resolved and thank you for the opportunity to investigate and respond.

  Sincerely

  Manager, Member Correspondence
  On behalf of State Department Federal Credit Union

  Customer Answer

  Date: 10/02/2023

  Resolved, After BBB contacted SDFCU the matter was taken care of. But I want to note I understood exactly what was told to me. It was the fact that it took over two months and the end result was to tell me about a warranty after first explaining all they were waiting for was the amount to be audited never once told me about the warranty issue until after telling ne they couldnt help me months after my car accident. Im thankful its been resolved and will no only bank with this company nothing more.

• Initial Complaint

  Date:07/25/2023

  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.

  I was a member of SDFCU since age 8. In 2020 I filed chapter 13 bankruptcy and apparently I had owed which I don’t believe I did SDFCU balance for something I was not aware of. I had checking savings accounts a credit card I believed to been paid off prior to me filing bankruptcy. I spoke to the ** comptroller last week and they stayed that when I paid my 2017 taxes using my Sdfcu account with my tax preparer it was done March 2017. They stated that they got a notice from Sdfcu in April 2018 that you guys will not honor a payment for my ** state taxes and pulled the amount a year later. I wanted to look deeper into this because this caused an outstanding balance on my joint taxes due to the state of ** including the fact that I never saw a claim relating to some monies owed to this establishment. Before getting my attorney involved I wanted to reach out to see who I can speak with regarding these issues. Depending on the assistance I get or response I may notify my trustee and attorney that your establishment fruadently filed a claim for monies I did not owe. Additionally compliance division of Comptroller is looking into this matter as well. The funds you denied and took back a year later to pay and satisfy my ** state tax payments. It was wrong. Please assist me in getting this information and proof showing why my payment was not honored a year later and what monies I owed state dept fcu prior to my bankruptcy filing

  Customer Answer

  Date: 08/09/2023

  July 2023 when reviewing bankruptcy claim information 

  Business Response

  Date: 08/15/2023

  August 15, 2023 
  
  Dear BBB Representative, 
  

  This is to confirm we have completed our research and investigation of the situation, as described by the member. 
  We have reviewed monthly statements from January 2017 - December 2018. Transactions pertaining to payments or attempts for payment to the State of ******** are as follows: 
  
  Date            Payee                         Payment   Refund       Returned Payment Due to Insufficient Funds 
                                                          (Debit)     (Credit) 

  3/3/2017    State of ********     $844.74 
  6/27/2017  State of ******** (Tax Refund)    $649.00 

  8/1/2017     State of ********  $50.00 
  10/6/2017  State of ********  100.00 
  5/1/2018    Comptroller of ********                                                  $481.00 

  There were multiple returned items presented against the checking account that caused a negative balance totaling $700.02. Since the balance remained unpaid, the checking account was charged-off on 8/20/2018 in the amount of $700.02. 
  

  On 1/14/2020, we received notice of the bankruptcy filing which included the credit card and checking account. The amount owed for each account at the time of the bankruptcy filing was $700.02 (checking), and $1,792.50 (credit card). On 3/7/2022, we began receiving payments to repay the debt from the bankruptcy Trustee. 
  Our research has concluded that a total of $994.74 was paid to the State of ******** prior to the bankruptcy filing. The payment returned on 5/1/2018 was a result of insufficient funds. Copies of account statements which include the transactions referenced above will be included with a copy of this letter to the member. We consider this matter closed and thank you for the opportunity to investigate and respond. 
  

  Sincerely, 
  
  Manager, Member Correspondence 
  On Behalf of State Department Federal Credit Union 
  

• Initial Complaint

  Date:07/04/2023

  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 purchased a 12 month certificate of deposit in June 2023 (and also one in January 2023). Per the fine print, SDFCU will automatically renew any original CD in perpetuity at the first 12 month maturity date unless you notify them in writing not to do so. I notified them in writing repeatedly that I do not want my CDs to automatically renew. Yet they refuse to honor my requests. I am tired of repeatedly making this request in writing. I have asked them to confirm they will not auto-renew - but they keep making excuses and delaying on the June 2023 CD in particular, I want confirmation in writing they will not auto renew any of my CDs at maturity (in 2024). They should have provided this confirmation already in writing to me, but instead they are jerking me around, wasting my time, and violating their own terms that they need to honor. I do not want to have to deal with them stealing my funds in 2024 - I want confirmation in writing they will return my money with the CD interest at the original 12 month maturity dates. They have been avoiding making this confirmation despite my repeatedly notifying them in writing per the CD terms.

  Business Response

  Date: 07/27/2023

  July 27, 2023

  Dear BBB Representative,
  This is to confirm we have completed our research and investigation of the situation, as described by the above referenced complainant.

  On June 30, a credit union representative provided written confirmation of Ms. certificate maturity instructions, but the timing of that confirmation pre-dated the processing of her request to  her certificate instead of As such, at the time of that response the representative communicated that her certificate would still 'renew'.

  A subsequent email was received from *** ****** on July 1 with the instruction to make the change to the 'transfer' option and this was implemented on July 3. Unfortunately, we identified that *** ****** did not receive confirmation at that time the change had been completed.

  We sincerely apologize for the inconvenience and have taken steps to improve this process. 

  At this time, we consider this matter closed and thank you for the opportunity to investigate.
  

  Sincerely.

  Manager, Member Correspondence
  On behalf of State Department Federal Credit Union

• Initial Complaint

  Date:06/25/2023

  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 have been banking with this credit union over 35 years. In May and June 2023 they cancel or stop payment on my personal checks. Contact member services and they forward my call to other departments kept getting the run around. No one seems to have the answer and now I am getting return fee charges on my personal checks written to other companies for payment. I know I have funds in this account. I contacted the check company which place the order and was told checks are valid and they did not have a reason why SDFCU would not honor the checks. One check number cleared and others didnot. I need to get answers to this problem ASAP! I will be calling again because I just received another notice in the mail reference stop payment on another check written from SDFCU.

  Business Response

  Date: 07/06/2023

  July 6, 2023

  Dear BBB Representative,

  This is to confirm we have completed our research and investigation of the situation, as described by the above referenced complainant.
  

  On 12/19/20 the member called SDFCU to report she had not received the checks she ordered on 11/19/20. As a result, a stop payment was placed on the lost check order and new checks were ordered. 
  

  On 12/21/20 the member spoke with a representative who confirmed a stop payment had been placed on the missing checks and new checks had been ordered. The representative explained that the lost checks could not be used. Our records do not reflect the member contacted the credit union to inform us she had received the lost checks.
  The member spoke with several representatives who were unable to explain why her checks were being returned unpaid.
  

  On 6/26/23 a representative called the member to explain why the checks were returned and removed the stop payment. The member is now able to use the checks.
  

  We consider this matter closed and thank you for the opportunity to investigate. 
  

  Sincerely,

  Manager, Member Correspondence
  On behalf of State Department Federal Credit Union

  Customer Answer

  Date: 07/17/2023

  [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 is satisfactory to me. 
  

  ---------- Forwarded message ---------
  From: ********************* <**********************>
  Date: Mon, Jul 17, 2023 at 2:42 PM
  Subject: COMPLAINT ********
  To: <[email protected]>
  

  
  

   The  problem has been resolved  by State Department Federal Credit Union. It took  several calls to  finally  speak to someone to research the problem. Iam satisfied with the finding  and thanks for your response to this problem.

  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:05/09/2023

  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.

  This bank is the financier for my auto loan and they have systems that run inefficiently and have caused significant damages to me and my advancement in life. My loan is paid on time every month but yet there always is a problem with its processing. In January, I made my payment and it was returned because their systems were not able to locate my account. I was not notified until I received a letter in the mail of my accounts delinquency weeks days later. I immediately called them and made another payment reconfirming the account information for double the amount, to also cover the February payment. Same thing happened again. The payment was returned because their system could not locate my account. During that time span, an updated status of my account was generated to the credit bureau and created a negative remark on my credit. Despite me paying on time, I received a negative remark because of their system error. I then had to transfer funds to another account to satisfy the payments. That was settled. I then go to make my March payment with the new account that was accepted and saved but the system tells me the account expired. I would have to got through the verification process again which takes 3 business days - causing my account to fall back into delinquent status. Since it was a bank account, it does not have an expiration date and the rep informed me it was an IT issue. That was eventually satisfied. For my April payment, I made it on the due date of April 26th and it was and taken out of my account on April 28th. It has not been registered onto my loan because online says next payment due April 26th and I keep getting notices of delinquency. Since these series of events my credit was ruined, I have been denied a commercial auto loan to start a business and denied a loan to purchase business equipment. I am also unable to refinance out of the loan because my approval chances are low since I have this negative remark. Please Help!

  Business Response

  Date: 06/07/2023

  June 7, 2023

  Dear BBB Representative,
  

  This is to confirm we have completed our research and investigation of the situation, as described by the member.
  

  After reviewing the account, we confirmed the member was using a **** Federal Credit Union savings account to make loan payments by providing the routing and account number. **** Federal Credit Union does not allow savings accounts to have ACH debits, except during tax season. The member also had a *** savings account set up for loan payments, however payments were returned due to id Account SDFCU is unsure if this is due to an invalid account number provided or an account restriction for ACH debits. We suggest the member confirm this with those financial institutions. 
  

  The member now has a **** Federal Credit Union checking account set up for ACH payments. As of the date of this letter, there have been no payments returned using this account information.
  

  As a courtesy, the credit union has submitted a request to have this delinquency removed since the payment has since been made. This request was submitted to all three credit bureaus (*******, ********, and **********). It may take up to 30 days for the member to be able to view this correction.
  

  Once the change has been completed, our Collections Department will follow up with the member.
  

  We consider this matter closed and thank you for the opportunity to investigate and respond.
  

  Sincerely,

  Manager, Member Correspondence
  On Behalf of State Department Federal Credit Union

  Customer Answer

  Date: 06/13/2023

  [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 is satisfactory to me. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:05/03/2023

  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.

  On April 27, 2023 an application (#******) for a checking account was submitted with a deposit of $500 to establish the account. The following day Id received notification that the application had been declined due to a failed identity verification. On April 28, 2023 I contacted member services by phone , and was instructed to send an email to *************** to resolve the issue. Having not received any response by May 1, 2023 I contacted customer service again, and was given a different email address for new accounts to submit my concerns. After two additional business days, I have still not received a response regarding the return of my deposit. This is by far the worst experience Ive ever received from a bank, which apparently relies entirely on correspondence by email!

  Business Response

  Date: 06/07/2023

  June 7, 2023  
  Dear BBB Representative,  
  This is to confirm we have completed our research and investigation of the situation, as described by the above referenced complainant.  
  The applicant applied for membership on April 27, 2023. Unfortunately, the request for membership was then declined and the applicant was notified through our secured messaging system.  
  The applicant is concerned SDFCU debited the funding source provided for his opening deposit in the amount of $500.00 even though his request for membership was declined.  
  After a thorough investigation it was found the original funding request was in the amount of $300.00 and no ACH transfers or withdrawals for any amount were debited from the funding source the applicant provided.  
  We asked the applicant to provide verification from his financial institutions showing where funds had been withdrawn by SDFCU. To date we have not received any correspondence back from the applicant. 
  We consider this matter closed and thank you for the opportunity to investigate.  
  Sincerely,  
  **** *************  
  Manager, Member Correspondence  
  
  On Behalf of State Department Federal Credit Union

• Initial Complaint

  Date:04/20/2023

  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.

  I got a secured credit card for $2500. I have made a payment that posted over a week ago and they refuse to release my funds from the credit card. This is the second time in a row this has happened. They are very disrespectful over the phone and keep hanging up and putting me on hold for an hour. At the time of this writing they are holding $2700 dollars of my money as collateral and they are not releasing my credit line. On the phone they are refusing to give me any timelines. They have been holding my money for 2 weeks now and this is very frustrating. They have all 0-1 star reviews online so I am not the only person going through this. These people need to get checked Here is what they are doing: I opened up a credit line with my own money as collateral. When I make a payment they don’t reflect the payment in the account and then they charge you extra interest and fees as if you never paid. When you call them they say they can’t see the payment. 1 agent even told me my payment was returned… Here’s the kicker….. I am making payments using my SDFCU checking account. I asked if my payment was returned how come it does not show returned in my sdfcu account. The woman hung up……….These people are literally scum. They did this last month where I made a $800 payment and they said they “couldn’t see” my payment for a month. They are liars, cheaters, and thieves. They are taking the money from their own checking out, telling me they don’t see the payment, then charging me fees/interest/decreasing my credit line. This is so frustrating. At the end of this month I will be paying that account off in full and closing it. I expect to have a huge hassle doing that too. This has been 2 months of hell dealing with these people and they keep locking up my money. This feels illegal. I opened up other Secured cards they not giving me a issue

  Business Response

  Date: 05/19/2023

  May 18, 2023  
  

  Dear BBB Representative,  

  This is to confirm we on.  

  *** ****** communicated an issue with payments being held on his credit card when the payment is transferred from his SDFCU account. After reviewing his issue, we see his payments were held for four days.  
  

  We have reviewed our payment hold times and are updating systems to provide a faster solution. We consider this matter closed and thank you for the opportunity to investigate.  
  

  Sincerely,  
  Manager, Member Correspondence