2 Customer Reviews
Review from Chris K
1 star07/22/2024
As others have noted the customer service is really horrible. I am trying to provide instructions NOT to renew a CD that matures in a few days and they require that I call on the maturity day (!) otherwise they will take it as a request to close the account and charge me early withdrawal penalty (this is clearly another attempt for them to profit on unsuspected customers).This makes no sense whatsoever (as customers might be indisposed) so this is clearly an attempt for the FCU to renew the CD according to its own (favorable) rates counting on the fact that the customer may not be able to call. This review and complaint is in line with other reviews and complaints available online. Unfortunately this FCU is using very hostile and aggressive to the customer practices and as a such it is being reported.
Securityplus Federal Credit Union Response
07/24/2024
We sincerely apologize for the frustration you faced while trying to simply close your share certificate when it matures. Your comment about people not being available on the maturity date to indicate their intention is correct and reasonable. Unfortunately, when members receive certificate maturity notices, it is one-month prior to maturity and when they send a request for closure, we simply make it clear that there is a penalty if the certificate is closed prior to the maturity date. On July 23, 2024, one of the Credit Union's managers responded to your secured message about receiving the closure request which will be processed on the certificate maturity date. We thank you for bringing this matter to our attention so that we may improve on this process and provide exceptional service going forward.Review from Jac D
1 star06/25/2023
The customer service at this bank is horrible. The hold time is always over an hour. I made a credit card payment from my checking account on May 4 it is now June 25 and the payment has not posted. 8 hrs of hold and about 7 people can not get it right. Now i am being charged interest on a balance i paid almost 2 months ago. Now i have to wait for business hours which are Only Monday to Friday 9 to 4 to wait on hold for hours. I will be closing all my accounts once this is fixed.Securityplus Federal Credit Union Response
06/30/2023
We sincerely apologize for the challenges you faced while trying to get assistance with your account. We understand your frustration and the importance of resolving these matters properly. Our recently upgraded phone system is designed to enhance our member's experience. We realize emerging technology can be challenging initially and we are working to refine the system so that you will not have the long wait times you recently experienced. We aim to ensure you have a positive experience with us and are committed to promptly addressing your concerns. On June 30, 2023, one of the Credit Union's managers contacted you to discuss the payment to your credit card, which she will process such that all interest and fees are adjusted. We thank you for your membership and feedback and hope we can earn back your trust and provide you with the exceptional service you deserve.
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