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Business Profile

Credit Union

Schools First Federal Credit Union

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

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    Customer Complaints Summary

    • 64 total complaints in the last 3 years.
    • 25 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:01/12/2023

      Type:Billing 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 saw my credit report and I noticed that there are inaccurate and fraudulent accounts that I needed to report and correct by your company. Evaluate and investigate those account that is not 100% accurate. Here are the lists that indicates the company name, balance, and date last reported:Account Name SCHOOLSFIRST Balance $302.00 Account Number ***********

      Business Response

      Date: 01/12/2023

      Duplicate complaint.  Please refer to the responses given to complaint #******** filed on February 16, 2022, and #******** filed on July 19, 2022.  **************** continues to file complaints on valid debts.  This is excessive work for us to continuously respond to these complaints that have no merit.  It takes us away from assisting our ******s and we choose to not respond to these complaints in the future.  The Better Business Bureau should look at the history of these complaints and responses and do better diligence in preventing them from going through.

       

      Sincerely,

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

      Vice President ****** ******* Experience

    • Initial Complaint

      Date:12/29/2022

      Type:Billing 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.
      Upon seeing my credit report, it pays my attention that the following accounts are inaccurate and fraudulent. I am a consumer by law. I am not happy about it what I saw. This hurt my credentials as a consumer. Here are the listed details of the account with discrepancies:Account Name SCHOOLSFIRST Balance $302.00 Account Number ***********

      Business Response

      Date: 12/29/2022

      We are in receipt of the complaint filed by ******************************  We consider this a duplicate complaint that has been responded to in February 2022 alleging that **************** was a victim of identity theft, and again in July 2022 for inaccurate credit reporting.  Our responses, after thorough research remain the same.  We are reporting our credit accurately and no changes will be made.  **************** has been notified of all loan activity through monthly statements as well as delinquency notices.

       

      SchoolsFirst FCU understands the importance of accurate credit reporting and abides by all laws and regulations pertaining to fair credit reporting.  If **************** would like to discuss repayment options, she can contact our Collections team at **************************.

       

      Sincerely,

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

      Vice ********** ****** ******* Experience

    • Initial Complaint

      Date:12/21/2022

      Type:Service or Repair 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 had a car loan with Schools Financial Credit union, which was paid on time monthly for 5 years through auto payment. My final loan payment was due around September. I checked to see that the autopayment was set up and saw from my bank that the payment was going to go through, just like all of the others. For some reason the payment did not go through. My bank (DCU) indicates no reason that the payment wouldn't have gone through (there was over 2,000$ in the account) except possibly because the final balance due was less than the autopayment sent to Schools. One representative (***********************) indicated that Schools notified me by email about the missed payment, one representative (*****) swears that Schools doesn't communicate by email. The representative (***********************) states that Schools will start a credit dispute on my behalf and asks me to check the process within a month. By this point I have already paid off the total balance due and the car is paid off. I call back a month later, as indicated to be told by ***** that she "has no idea what I am talking about", refuses to follow up with the credit dispute. Throughout this process, I keep getting late notices from schools for 15$, 30$, etc, which I have to call a representative to remove (because there is NO MORE BALANCE). They remove them each time and then a new "late payment" for some random amount keeps appearing on my credit score. Schools has now posted 3 months worth of late payments onto my credit score, and continues to do so despite me not owing them anything. Each time I call, the representatives absolve themselves of the blame, but refuse to actually do anything to address the issue. At this point, I am unsure how to resolve the issue but it has dropped my credit score by 100 points and continues to do so.

      Business Response

      Date: 12/27/2022

      In review of this matter, it was determined that **************** obtained his auto loan with Schools Financial Credit Union on January 31, 2017. Schools Financial Credit Union and SchoolsFirst FCU merged January 1, 2020; all accounts/loans are now held by SchoolsFirst FCU.The last on-time payment received to this auto loan was July 22, 2022. Mr.******* final loan payment would be due August 28, 2022; however, this payment was not satisfied until November 4, 2022. Records indicate delinquency notices were sent to Mr. ******* address on file, in addition to email notices.

      Further research into this matter shows **************** satisfied his monthly loan payments through Easy Pay; a service offered by Schools Financial Credit Union that allowed funds transfers between financial institutions. This service was discontinued on August 8, 2022, prior to Mr. ******* final loan payment. Members who utilized this service were notified of this discontinuation by mail or email on June 23, 2022. Furthermore, records indicate that while Mr. ******* email address on file was accurate, the mailing address on file at the time all notices were being sent was incorrect, unbeknownst to SchoolsFirst FCU. *************** updated his address when final payment was satisfied on November 4,2022. **************** was charged two $15 late fees, as disclosed per his Security Agreement. These fees have since been refunded to **************** and the auto loan is now closed.

      While SchoolsFirst FCU is accurately reporting the payment delinquency, we can see the events that led to the final payment not being satisfied in a timely manner. SchoolsFirst FCU will remove the delinquent reporting from Mr. ******* ********************** report. Mr.******* ********************** report should be updated within 60 days. If **************** has any questions regarding this matter, he can contact our ********************** dispute team at ***********************.


      Sincerely,

      *****************
      Manager, Consumer Loan Servicing

    • Initial Complaint

      Date:10/23/2022

      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 am not liable for this debt with School First Credit Union and do not have a contract with convergent. They did not provide me with the original application like I asked.

      Business Response

      Date: 10/24/2022

      We are unable to locate an account for *********************** using the name and email given in this complaint.  If **************** wishes to have his complaint reviewed, we need an account number or social security number to proceed.

       

      Sincerely,

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

      Vice ********** ****** ******* Experience

    • Initial Complaint

      Date:09/28/2022

      Type:Billing 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.
      You are still reporting this unknown account in my credit report. Please remove this ASAP! SCHOOLSFIRST ***********

      Business Response

      Date: 09/28/2022

      This is a duplicate complaint that was filed July 21, 2022 case ID ********.  Our response was and remains as follows:

      To research this complaint, account statements and internal notes and records were reviewed. In addition, Experian, Equifax and TransUnion credit reports were reviewed for accuracy.  **************** established Membership July 29, 2009 with a $300 Overdraft Protection Loan,which is a fixed rate line of credit. Members may access an Overdraft Protection Loan by using it as an overdraft protection or performing a loan advance (transfer) via ATM, ********************** Banking, in person or by phone to a share account. Records indicate **************** actively used her Overdraft Protection Loan and regular payments were made from Ms. ************** account through automatic payment transfer as well as through online/mobile banking payments. The last payment made to the Overdraft Protection Loan was September 4, 2017, resulting in an outstanding balance owed of $282.60. Because subsequent payment due October 1, 2017 was not satisfied nor available for payment in her checking account, **************** was charged a $20 transfer NSF fee, resulting in an unpaid balance of $302.60. On March 30, 2018,SchoolsFirst FCU charged off the $302.60 balance owed due to non-payment, which is reflected on **************** credit report. **************** was notified of all loan activity through monthly account statements as well as delinquency notices. Based on our investigation, our credit reporting accurate and no changes will be made to *************** credit report. SchoolsFirst FCU understands the importance of accurate credit reporting and abides by all laws and regulations pertaining to fair credit reporting.  If **************** would like to discuss repayment options, she can contact our Collections team at **************************. *****************, Manager, Consumer Loan Servicing

    Schools First Federal Credit Union is NOT a BBB Accredited Business.

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