Complaints

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

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Stanford Federal Credit Union has 6 locations, listed below.

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  Stanford Federal Credit Union

  1860 Embarcadero Rd #200 Palo Alto, CA 94303-3320

  
• 

  Stanford Federal Credit Union

  525 University Ave Palo Alto, CA 94301-1903

  
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  Stanford Federal Credit Union

  694 Pampas Ln Stanford, CA 94305-7232

  
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  Stanford Federal Credit Union

  459 Lagunita Dr Stanford, CA 94305-8213

  
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  Stanford Federal Credit Union

  905 Barron Ave Redwood City, CA 94063-3900

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:05/19/2025

  Type:Order 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.

  Dear Stanford Federal Credit Union,I am writing to request assistance with my car loan due to severe financial distress resulting from wrongful termination by my former employer, *****. I have filed a demand for arbitration due to workplace harassment and retaliation, which has left me without income and struggling to meet my financial obligations.I have actively sought resolution by pursuing legal recourse, but the ongoing process has significantly impacted my financial stability. I have no family support as I am part of the *************** which they do not support. I am doing everything possible to regain stability, including actively seeking employment or reinstatement at Tesla due a positive performance history and wrongful termination on a protect leave of absence.The termination also led to the loss of health insurance, forcing me to discontinue my anti-depressant medication, resulting in severe mental health challenges. I recently survived a *************** and am still recovering. ***** has failed to provide documentation for rental and nutrition assistance, leaving me without food security and access to necessary medications.I am actively working to address these issues, including applying for unemployment and assistance programs. Repossessing my vehicle now would significantly worsen my situation. I respectfully request any possible accommodations or relief.Due to my disability, I kindly ask that all communication be in writing to ensure clarity and accessibility so we can work through this one-time burden effectively together.Thank you for your understanding and consideration. I look forward to discussing potential solutions. Please reach me at *********************************,***** ******

  

  Business Response

  Date: 06/13/2025

  Dear Raina,
  

  Thank you for reaching out to us.

  We sincerely regret the difficulties you are experiencing and appreciate your patience as we work toward a resolution. To protect member privacy, we are unable to discuss specific details through this medium. However, please know that we have escalated your concern to our Member Solutions team, and they are actively engaged with you in finding a mutually satisfactory outcome.

  We encourage you to continue working directly with our member solutions team, and we appreciate your cooperation throughout this process. If there is anything further, we can do to support you, please do not hesitate to reach out.

  Best regards.

  
  

• Initial Complaint

  Date:04/10/2025

  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.

   
  Complaint: 23182857
  
  I am rejecting this response because:

  Stanford has been saying for years  my account has limited access for previous activity but how long are they going to limit me ? FOREVER??? Stanford uses the excuse that I cant apply for a loan online because of this yet they accept my direct deposit!! Thats ok right??? I want full access to my account **** ! ******************** needs legal action taken against them . My account is in good standing for years now but yet they discriminate against me. Not acceptable.

  Sincerely,
  
  ****** ***

  

  Business Response

  Date: 05/06/2025

  We appreciate Mr. *** reaching out with his concerns and want to ensure he has access to the resources available to him. Mr. *** is welcome to apply for a loan with our credit union, and we want to support him in exploring the options we offer.
  

  While certain online features, including online loan applications, are currently unavailable on his account due to prior activity, we remain committed to providing him with accessible alternatives. He can apply for any loan we offer by visiting a branch in person or scheduling a virtual appointment with one of our Virtual Branch Member Advisors.
  

  To assist him further, we have made two attempts to connect with him to provide guidance on the application process. On both May 5, 2025, and May 6, 2025, we called and left a voicemail with a direct contact number where he can reach us for further assistance.

  We remain ready to support him and encourage him to connect with us at his earliest convenience.

  

  Business Response

  Date: 05/16/2025

  We have tried several times to reach you to discuss.Given that this channel is not confidential we cannot share the further details other than your online banking access is limited due to prior activity on your account. We welcome the opportunity to discuss this further with you. You can contact me at **************, ******** *****, Vice ********* Retail and Member Experience.

• Initial Complaint

  Date:01/09/2025

  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 have been trying to close a checking account for 3 weeks. They are charging me inactivity fees but will not let me close the account. I cannot close it myself online, and the representatives on the phone cannot do it either. They continue to promise a call back that never occurs.

  

  Business Response

  Date: 01/23/2025

  We have resolved this concern on 12/20/2024, based on member request, their account was closed, and their account balance was issued back to the member. The refund check has already cleared 01/02/2025. Our *********** Team Manager also contacted the member on 12/202/2024 and left a message for the member to contact us with a direct line to call, however we did not hear back from the member since 12/20/2024.

• Initial Complaint

  Date:11/22/2024

  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 urgently writing to address inaccuracies on my credit report caused by the disclosure of my personal information to credit bureaus, which has led to significant financial and emotional distress. According to 15 *** 1681 Section 602, I am entitled to financial privacy and expect my information to remain confidential. Furthermore, under 15 USC 1681 Section 604(a)(2), a consumer reporting agency cannot share account details without my explicit consent, which I have not given. The discrepancies associated with STANFRDFCU have negatively impacted my financial situation and need immediate correction. Additionally, compliance with 15 USC 1666(b) is essential, as it prohibits creditors from treating credit card payments as late under specific conditions. For your reference, here are my account details: Account Number: ****************** I request a thorough review of my account, prompt correction of the credit report inaccuracies, and strict adherence to federal laws governing my information. Failure to address these concerns promptly may result in legal action. I appreciate your immediate attention to this matter. Sincerely, ****** *******

  

  Business Response

  Date: 12/11/2024

   

  Thank you for bringing your concerns to our attention. We have carefully reviewed all the information on record regarding your dispute.

  After a thorough investigation, we have determined that the information submitted is valid and has been reported correctly. We understand that you were disputing the addresses on record. Please be informed that the necessary corrections have been made to update your address information.

  Regarding the late payment(s), we have verified that they are being reported accurately based on our records.
  We value your membership and are committed to maintaining the accuracy of our records. If you have any further questions or require additional assistance,please do not hesitate to contact our office.

  We will be happy to provide all requested documentation.

• Initial Complaint

  Date:09/30/2024

  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.

   
  Complaint: 22276579
  
  I am rejecting this response because:

  This is not true. There was no contact and the auto-pay, while I set it up correctly to pull from my checking account, it was trying to pull funds from an inactive savings account. **************** acknowledged that when I called them and they told me they fixed it (this was just a few days after the due date). As it turned out, they didn't fix it.
  
  Sincerely,
  
  ********* *****

  

  Business Response

  Date: 10/09/2024

  The member was on auto transfer, but due to insufficient funds, payments were not made. Despite several attempts to contact the member, there was no response until after the credit reporting, which was accurate and not an error on ***** part. All procedures were followed correctly.

  

  Business Response

  Date: 11/12/2024

  Weve reviewed the members information and can provide evidence to the member that his account was in a negative balance when the loan payment was due. Due to confidentially, we cannot share this information with the BBB.We recommend that the member contact us directly so we can provide him with this information.  We request that the member reach out to ******** ********, Manager of Collections and Loss Mitigation at ************************** or by calling ************

• Initial Complaint

  Date:06/12/2024

  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.

  I am writing to express my concerns and dissatisfaction following an incident involving an ACH transfer failure from my account, which unfortunately resulted in a negative balance. Upon discovering the issue, I promptly contacted SFCU team and settled the negative balance in full, ensuring no debts were outstanding on my part.However, despite my immediate action and bearing the financial burden of this error, I find myself unfairly penalized. The restrictions imposed on my account by SFCU have severely limited my access to various online banking features, not just ACH transfers. This situation is particularly disheartening as I am also a victim in this scenario.Additionally, during my interactions with SFCU customer service, I felt discriminated against due to my English accent. I experienced multiple instances where my calls were abruptly disconnected by SFCU representatives. It is important to highlight that while English is not my first language, the ************* is a diverse nation, and no one should face differential treatment based on this fact. I was even questioned about my eligibility to open an account, which is bewildering considering my background as a former Stanford student.As a member of this community, I am compelled to voice these issues publicly if they are not resolved satisfactorily. I urge SFCU to remove the restrictions on my account promptly and ensure that I am treated with the respect and fairness that every customer deserves.Thank you for addressing this matter urgently.

  

  Business Response

  Date: 06/24/2024

  I am responding on behalf of the Fraud & *************** at Stanford Federal Credit Union.

  The member had 18 external transfer accounts added in Q2 and was using his membership as a foreign exchange with strangers. Two external transfers were returned as Account Frozen. The member also had two disputes reported by ***** users of being scammed by him. Member has been restricted to Fraud Prohibited Online Banking group.

• Initial Complaint

  Date:04/16/2024

  Type:Customer Service 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.

   
  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.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 04/25/2024

  The members complaint was amicably resolved on March 29th by a phone call, prior to us receiving the BBB complaint. The member is a joint on his daughters CUTMA accounts which require the credit union to comply with specific regulations regarding accessing & transacting on the accounts. The ********************************************* reached out to the member and explained the account parameters and how he can view and transact as a joint member on the accounts. 

• Initial Complaint

  Date:02/12/2024

  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 have been a SFCU customer since ******* 5/**/2023, I received an email(attached) as following --Unlock the full benefits of your Stanford FCU membership with payroll direct deposit to get$250 cashplus all the perks and discounts fromMembership Rewards*:::Set up direct deposit of your paycheck into your Stanford FCU checking account, and well deposit $250 in your account after 90 days!** You'll even get paid up to two days early with direct deposit!But hurry,your first direct deposit must arrive by June 20, 2023.The fine notes has --**To receive the $250 you must have a Stanford FCU checking account with direct deposit of your entire paycheck for a minimum of 90 days. The first direct deposit must be received by June 20, 2023, with the two consecutive monthly direct deposits received in the two months following the first direct deposit. The $250 will be deposited to your checking account by mid September 2023 after verification.I did satisfy the terms here and have to ask on 9/18/23 regarding the bonus and SFCU did deposit the bonus after my query.On 9/1/2023, I received another email(attached) as following --Take advantage of this limited-time offer to pocket$250 cashwhen you increase your monthly payroll direct deposit to at least $5,000!Your first $5,000 direct deposits must arrive by October 1, 2023.Well deposit $250 in your account after 90 days.**Around October, I called SFCU query about this promotion I received on 9/1/2023 as whether I will be qualify for this promotion and I was told that if I can satisfy the term of the promotion, I should be receiving $250 bonus as well.However, when I queried on this bonus on 1/26/2024, they denied it, saying that I have already received the $250 bonus posted back in 9/2023 so I am no longer qualify for this second bonus.I even escalated to the supervisor but the response is still NO.This is not how business should run as they advertise/offer one thing, but cheated customer in the end.

  

  Business Response

  Date: 02/27/2024

  This complaint had to do with a marketing promotion. **** reached out to this member and she is satisfied.She filed the letter with BBB before she received the promo credit. She stated that she tried to withdraw the complaint but could not.
  
  Background of ******************** ran a promotional offer and setup a deadline for payout of mid September. Due to vacations there was a delay in meeting the members payout. This member was ultimately paid on 9/30,however was supposed to be paid the bonus by 9/15/.
  
  Resolution: Member was credited the $250 because she met the qualification. Marketing is giving more time in promotional offers to meet promo qualifications for payouts.  In recent promotions, SFCU is setting it up so payout will happen in the month the member qualifies versus setting a deadline and making members wait for their payouts. These payouts are automated versus marketing doing it.

• Initial Complaint

  Date:11/03/2023

  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.

   
  Complaint: 20810153
  
  I am rejecting this response because: I have been making requests for months and sending emails to SFCU staff that were ignored. After being a member since **** and having checking & savings account plus this mortgage, a BBB complaint should not have been needed. I repeat my request for more recourse than SFCU simply doing what they should have done four months ago. I shared in my original request that paying some amount of interest on the payment and waiving the need for flood insurance on my property (the cause for this issue in the first place) would be welcomed. 
  
  Sincerely,
  ***********************ither replied to me or found the missing $973. I would like them to reimburse the $973 immediately and provide some additional recourse.

  

  Business Response

  Date: 11/29/2023

  SFCU has resolved this complaint.  ************* was paid but directed inappropriately.  Our staff has refunded the consumer while working to get the initial payment returned.  Our staff should have taken this step initially versus asking the consumer to make the duplicate payment.