Complaints

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

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  Securityplus Federal Credit Union

  7135 Windsor Blvd Windsor Mill, MD 21244

• 

  Securityplus Federal Credit Union

  4470 W. Northern Parkway Baltimore, MD 21215

• 

  Securityplus Federal Credit Union

  1514 Woodlawn Dr Baltimore, MD 21207-4009

• 

  Securityplus Federal Credit Union

  60 Painters Mill Road Owings Mills, MD 21117

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:07/30/2024

  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.

  Security Plus Federal Credit Union charged me $30 yesterday after $3.99 was posted on 7/23. It had no action. I couldn't understand why bank charged $30 without an explanation. I am very frustrated with this bank for overdraft. I have been hardship for since last year. I hope they can save me some money from overdraft fees. They charged me overdraft fees too much this year while I still struggle with budget while I still wait for a settlement from car accident. I am ready to look for a new bank if they still charge me overdraft too much without helping while I struggle with finance. Overdraft will hurt me more than you think. I have three jobs. One job that I have been on LOA due to an injury since June. I don't appreciate with this bank service. They act like ***** Fargo. Charge too much. I am seeking for some refund of overdraft fees that show exceeded on my checking account this year. Manager at branch did not care about my hardship. I feel so frustrated. This bank is worse ever i have ever.

  Business Response

  Date: 07/31/2024

  Good morning,

  Please refer to the attached letter in response to case 22064580.

  Thank you,

  ****** M. ******

• Initial Complaint

  Date:07/22/2024

  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 writing to formally dispute an unauthorized account on my ********************** report due to identity theft. I recently reviewed my credit report and found a discrepancy which is not mine. I have already filed a complaint with ***************** regarding this matter, and I have enclosed copies of the report.The details of the disputed account are as ******************************** Name: SECURITYPLUS FEDERAL C Opened Date: 7/29/2013 Account Number: ************ I am a victim of identity theft and this account was opened fraudulently without my knowledge or consent. I request that this account be investigated and removed from my credit report immediately. Attached are copies of my identity theft report and any other necessary documentation to support my claim.Please confirm receipt of this dispute and provide me with an update on the status of your investigation.Thank you for your prompt attention to this matter.

  Business Response

  Date: 07/23/2024

  Good morning, 

  Please see the attached response letter to *** *******.

  Respectfully,

  ****** M. ******

• Initial Complaint

  Date:05/07/2024

  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.

  Hello,
  
  I opened a securityplus savings share account on Apr.30th, 2024 and was successful getting into the online banking and mobile banking. However, the next day, when I log in with my credentials, it shows “Unable to retrieve your account”. I did credit card funding for this account and the charge went through on my credit card. I reached out to customer service immediately and they promised an agent would reach out to me in 2 business days. Now, over 1 week has passed and no one has reached out to me regarding this. I’d like to file an complaint so that they can solve this issue immediately for me.

  Customer Answer

  Date: 05/10/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21676648, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** **

• Initial Complaint

  Date:05/03/2024

  Type:Delivery 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 February 8, 2024, I received a letter from SPFCU informing me the mailing address on my **** card had been changed. Since I had not changed my address, I became alarmed and suspected fraud. I contacted the toll-free number on the card and spoke with a **** representative. The representative informed me that my mailing address had been changed, however, he could not disclose the new address or who had requested the change. Therefore, I canceled my card and asked for a new one. The **** representative told me I had to visit the branch to get a new card. I visited the branch around February 12, and the credit union representative ordered a new card. I have been waiting to receive a replacement card since mid-February. I have exchanged over 20 messages with SPFCU representatives, who continue to tell me the card was ordered and should arrive in the mail in 7-10 days. I also mailed a letter to the credit union on April 3, 2024, about this matter and was told the card was in the mail. I have informed delivery, a service of the USPS that provides a photocopy of every letter that will be delivered to my home each day. I am still waiting to receive an indication from the post office that the card was mailed to me. I have yet to be able to reach a manager at SPFCU, although I have requested to speak with one by telephone and in writing. On May 8, 2024, it will be three months that I have been waiting for a replacement **** card. I want to speak with a manager at SPFCU about receiving a replacement **** card. I have banked with SPFCU for nearly 30 years. If SPFCU cannot resolve this issue, I will terminate my account. Also, I will let new employees who work for SSA know that they should look for another financial institution.

  Business Response

  Date: 05/09/2024

  Please refer to the attached response to Mrs. ***** *******.  The Credit Union offers Mrs. ******* our sincere apologies for the inconvenience she has experienced.

• Initial Complaint

  Date:04/07/2024

  Type:Delivery 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 signed up for Securityplus Federal Credit Union through a referral link. The offer said, "Get a $100 ****** Gift Card Your reward will be emailed to you at [my email address] once your account qualifies!"
  
  After meeting the offer terms, I had not received the gift card. I reached out to them twice, only to receive a generic response each time. After the third message to them, I received a message that they declined to provide the gift card. They didn't provide any reason as to the denial. Their response just said, "Rewards are subject to verification. The Company may delay or decline a reward for the purposes of investigation and the Company’s decision on any investigation is final and in its sole discretion.
  
  Decision for the gift card was declined."
  
  This is unacceptable. In my initial outreach to them, I included a copy of the offer that I received (which I have attached to this complaint). I've also attached a copy of my statement that lists my
  $2,000 opening deposit. The account only had to be opened with a $50 deposit. I also had to keep the account open for 30 days and I've done that. I followed through with my part of the deal, but Securityplus Federal Credit Union has chosen to not uphold their end of the agreement. The fact that Securityplus Federal Credit Union would arbitrarily choose not to fulfill agreements is deeply concerning and speaks volumes about their credibility and integrity.

  Business Response

  Date: 04/10/2024

  RE:
  BBB Case #21539744
  

  Dear
  Ms. *****,
  

  This
  letter is in response to the case you opened with the Better Business Bureau (BBB)
  regarding Securityplus Federal Credit Union.  We sincerely apologize for the delay in
  resolving the issue related to the Refer-a-Friend rewards program at the Credit
  Union. Your patience and understanding in this matter are greatly appreciated,
  and we assure you that we are committed to addressing your concerns thoroughly
  and promptly.
  

  Upon a detailed review of your
  account and the promotion in question, we have clarified the situation
  regarding the rewards you are entitled to. 
  Since we were able to verify that you have met the eligibility
  requirements of the program, the rewards vendor sent you and your advocate a
  $100 gift card to the email addresses on file. 
  You should have received your rewards card on April 9, 2024.
  

  At Securityplus Federal Credit
  Union, we are committed to making a positive difference in the experiences of
  our members. We value your loyalty and efforts in promoting our services.
  Please accept our apologies for any inconvenience this situation may have
  caused.  Thank you for your continued
  support and understanding.
  
  Sincerely,
  
  Daniel ***********
  VP of Performance Marketing and Sales Strategy
  
  
  CC:  BBB

• Initial Complaint

  Date:03/03/2024

  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.

  Security Plus Federal Credit Union could not help me over two things today! My debit card was closed due to fraud. This issue has not been solved since 9:30. I missed the call from fraud department. They called my work instead of my home number that I provided. I tried to call fraud department. Their system COULD NOT notice my SSN # and card number more than twice even with different interpreter's voices.
  
  The membership rerpresentative and supervisor kept telling me to apply the loan online. The application online was for line of credit and personal signature only. Both were NOT right one that I looked for.
  
  Leah, Lluvana, and Frances (sp?) all are supervisors failed to assist me with fraud issue!!!!! They refused to provide me their phone number or transfer to fraud department.
  
  They FAILED to meet the standard of customer service. This time is worse than last fall! All supervisors failed to assist me. The 11 fraud payments are still on my history!
  
  I am very angry with call center and branch office. None of them helped me at all!!!!!

  Business Response

  Date: 03/07/2024

  Good morning,

  Please see attached response to the BBB complaint 21371457.  We apologize for the inconvenience the situation has caused Ms. Stack.  At this time, her concerns have been addressed.  I have asked her to reach out to us if there is anything additional she needs.

  Warm regards,

  Denise ** ******

  Customer Answer

  Date: 03/08/2024

  
  
  Complaint: 21371457
  
  
  
  I am rejecting this response because:  

  The contact center couldn't help me with many things that what I asked for.  The representative and supervisor kept telling me that someone will call me within two business days.  I couldn't understand why SPFCU use their service as contact center.  They couldn't see many information that I asked.  They had very limited access.  The contact center with limited access were worthless to customers. Please see the google reviews about them too!   

  This was my 2nd time that they couldn't see the status of the new debit card.  

  I asked them to transfer to Accounting Specialist Department. They told me no.  They couldn't transfer to them.  Why!!????  The contact center with limited access could lead to lose more customers because customers can't get what they need.  

  In overall, the contact center is a very worthless service because they always tell me that someone will call me with two business days.  What are they doing?  Just sit and tell customers that someone will call them back in two days.  This is NOT the kind of customer service.  

  Please consider about providing custimers more options to access instead of waiting for someone to call back.  

  The customer service with a lot of access was amazing years ago.  What happen?

  
  
  
  Sincerely,
  
  
  
  ******** *****

  Business Response

  Date: 03/08/2024

  Please see the attached letter in response to the rejection.

• Initial Complaint

  Date:02/20/2024

  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.

  A non-IRA CD matured on 2/7/24. I started calling on 2/8/24 and continued calling every business day at different hours including today 2/20/24 and no one has called me back. I've even e-mailed them via their link. No response. I don't want the CD to renew. I want them to send me a check. I also want the additional interest from 2/7 included in the payment.

  Business Response

  Date: 02/21/2024

  Good day,

  This message is in regards to the complaint submitted by Mr. **** and received by the Credit Union on February 21, 2024.  On behalf of the Credit Union, I would like to apologize to Mr. **** for the inconvenience and frustration he had trying to get in touch with the Credit Union.  We have recently implemented a new Contact Center assistance platform and are still working out the disconnects related to the new service.  

  On February 21, one of the Credit Union's managers reached out to Mr. **** to proceed with his request to close the CD he described in his complaint.  This process will be handled via an electronic document to be signed by Mr. **** authorizing the account closure.  Once we receive his signed request to close the CD, the proceeds will be sent to him without delay.  

  We appreciate Mr. ****'s patience as we work through this new process and again would like him to know that we apologize for the service he received.  We truly are working on improving the process so experiences like this do not recur.

  Warm regards,

  Denise ** ******
  

  Customer Answer

  Date: 02/21/2024

  
  
  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,
  
  
  
  ********* ****

  Customer Answer

  Date: 02/21/2024

  Thank you so much for your help in resolving this issue.  I never should have had to resort to the BBB to get this resolved however.  THANKS AGAIN for your PROMPT response.

• Initial Complaint

  Date:02/04/2024

  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.

  Good morning, I'm ****** *****. I'm an auditor for ****, but I have worked in the field of public health, geriatrics, and pediatrics prior for ******* ******** ***** **** *******, ***** ********* **** ********* ********** *******, **** ******* *** ******** ********* ******* and with ***** ****** ***. I am reaching out to this bank on behalf of my friend and colleague, Mr. ***** *****. I graduated from the CCBC and the UMBC with my A.A. degree, B.A. in Sociology and my certificate in the Social Dimensions of Health. Mr. ***** graduated from the UMD, College Park, with a B.S. in Environmental Science. He is the CEO/Founder of ***** ********* ******** ****. Urban planning is one of the services they provide amongst many others. He is fighting for restoration to the Liberty Rd corridor in Baltimore County, East Baltimore's Broadway East neighborhood, and West Baltimore's Penn-North community. We just had a meeting last week with the Department of Agriculture and we're outlining plans to place farmers markets and cool green bus shelters along the Liberty Rd corridor in Baltimore County, in Baltimore City's Broadway East community, and along West Baltimore's Pennsylvania Ave corridor, but financing is key. The health disparities are real and we're tired of the needs of our marginalized communities being placed on the back burner in the city of Baltimore and along the Liberty Rd corridor in Baltimore County. These practices would push the dollar stores and liquor stores out of low income communities. I reached out to this bank to inquire about opening a business account several months ago about this matter, but did not receive a response.
  
  How could you all assist us with these investments financially?
  
  The interview I facilitated with them is listed below and their website is listed below.
  
  ****************
  
  ****************
  
  ****************
  
  Please advise and let me know.
  
  Thank you,
  
  ****** *****

  Business Response

  Date: 02/08/2024

  Dear Mr. *****,

  First, I would like to thank you for your membership with the Credit Union.  Next, I would like to recognize you for reaching out to emphasize the need for positive change throughout the areas in Baltimore you described in your complaint.  The Credit Union, after years of planning, has implemented a Business Services Department.  I apologize that you did not receive a response previously, but I encourage you to reach out to Mr. Anthony ********* at 410-********.  He is the Credit Union's Vice President of Business Services and would be glad to discuss opening an account for your organization and other ways the Credit Union could assist in the projects you described.     

  Warmest regards,

  Denise ** ******

  VP of Internal Audit

  Customer Answer

  Date: 02/08/2024

  
  
  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,
  
  
  
  ****** *****

• Initial Complaint

  Date:01/29/2024

  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.

  Security Plus FCU. Transfer my ROTH IRA money into a savings account because of the small amount. This was done without my permission. The IRA should not have been transferred because taxes had been paid. They would not give additional information but said a specialist would contact me within 48 hours. I have called them 4 times over the last 2 weeks and no one called me. Now I have received my 1099 tax statement and I do not know if it correct. What should I do? I do not know how to upload documents. Is there another way?

  Business Response

  Date: 01/30/2024

  Good day,

  On January 30, 2024, we called Mrs. ****** to discuss this matter.  There was no answer so we left a message for her to call us back.  The account had no activity since before 2007 and based on escheatment laws, the Credit Union was required to take action.  We called Mrs. ****** to inform her of this back in August of 2023 but were not able to get in touch with her because the phone number we had on file was disconnected.  Since we could not get in touch with her, we were required to close the dormant account. 

  We will continue to reach out to Mrs. ****** to discuss and resolve her case.  We extend our apologies for any inconvenience she has experienced in not being able to speak to someone quickly.  We are currently working on improving our Contact Center which has been upgraded recently but still requires some adjustments. 

  Warm regards,

  Denise ** ******

  VP of Internal Audit

• Initial Complaint

  Date:01/02/2024

  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.

  I’ve been trying to reach a specialist at Securityplus credit union since 12/2/2023. I realized my automatic payment schedule for my signature loan was not in sync with my pay days. After paying the first December payment, I called the call center, where the line was either consistently busy, or I was told that a specialist will return my call within two business days. I NEVER received a call back after requesting it every two-three days until I decided to go to the Woodlawn branch on 12/14/23. The branch manager assisted me, and I explained all that had occurred to date. Since the next payment was due 12/15/23, she advised me that in order to change the due date and process the paperwork, I’d have to pay the 12/15/23 payment, which I did. She told me that no one was in the office at that time due to a holiday party, but it will be taken care of as soon as they return since it was a simple action. She advised me that I will know it has changed when I see the date change in the app. A week went by with no change, so once again I decided to call. A rep assisted me, and called around to get status of this change and another issue. After the Christmas holiday, she called back with an update on the other issue, and asked that I hold so she could contact the correct department to find out about the date change. They informed her that once again, I would need to pay the 12/29/23 bill in order to change the date to the 1/5/24 date I originally requested. I informed her that they had two weeks to process my request so that I would not be in this situation again and they did not. Having me pay 12/29’s payment, and then a week later pay 1/5/24’s payment is insane, and I should not be punished, because the responsible parties did not process a simple action timely. I have also left a message for the branch manager and so did the representative that tried assisting me. I had automatic bills that would have resulted in insufficient funds had I not moved my money from that account

  Business Response

  Date: 01/05/2024

  Dear Mrs. ******,
  
  Thank you for reaching out to the Better Business Bureau
  regarding your experience with Securityplus Federal Credit Union. We sincerely
  apologize for the inconvenience and frustration you have experienced in trying
  to adjust the due date of your signature loan payment. Your feedback is
  invaluable in helping us improve our service.
  
  We understand that you have been attempting to align your
  loan payment with your paydays for several weeks. Despite your efforts,
  including multiple calls to our call center and a visit to our Woodlawn branch,
  the changes were not reflected in a timely manner. We acknowledge that this
  situation caused you unnecessary stress and inconvenience, especially regarding
  your financial planning.
  
  To resolve this issue, please note the following actions
  that have been taken:
  
  Your
  request to align the automatic payment with your payroll date (January
  5th) is complete. We regret the delay in processing your request, which
  was compounded by internal miscommunication and the holiday season.
  

  The
  automatic payment schedule has now been updated to reflect your preferred
  due date. This change should be visible in your online account.
  

  We
  are conducting an internal review to understand the breakdown in
  communication and process delays. This will help us implement necessary
  improvements to ensure that such issues do not recur.
  
  We extend our sincere apologies for any inconvenience and
  distress this situation may have caused. Securityplus Federal Credit Union is
  committed to providing our members with the highest level of service, and we
  regret that we fell short in your case. We appreciate your patience and
  understanding as we work to rectify this matter and prevent similar occurrences
  in the future.
  
  If you require any further assistance or clarification,
  please do not hesitate to reach out to us directly.
  
  Sincerely,
  
  Obi ******

  Chief Experience and Impact Officer

   

  Customer Answer

  Date: 01/05/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21085479, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** ******