ComplaintsforSouthwest Federal Credit Union
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Complaint Details
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Initial Complaint
05/03/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I made a cash deposit last month at the atm outside the bank after hours because i work late. That evening I submitted some payments from that account. The next thing I get a notice for i sufficient funds fee that was paid. I had deposited more than enough for these payments in cash. Then I received a couple more fees. I called the bank several times about the issue. They kept saying deposits are held for a few days. I said it was cash deposit and no were on the atm did it say cash does not post immediately. This caused a couple returned items and several fees! While the money just sat on hold!!!! This is not right! There should be some sort of notice to their customers about this. They also claimed the atm was not theres even though it sits right outside there bank!!! This has damaged my credit score that I was working hard to fix! I am very upset!!!!’ They are making money charging these fees while peoples money just sit ON HOLD!! Makes sense if it was a check depositBusiness response
09/16/2021
September 15, 2021
**** ********
Better Business Bureau
**** ********* ** *** *** *
************ ** *****
RE Complaint ********* ***** ******
Dear Ms. *********
This letter is in response to the above referenced complaint that you received from our member ***** ******.
The ATM that Ms. ****** used is owned by CU Anytime. The majority of the Credit Unions in the State allow these ATM's to be placed next to their locations to be used by the members. These ATM's all have a large sign at the top that states that funds from deposits may not be available for immediately available. It does not differentiate between cash or checks because all of the deposits through the ATM are placed on hold until they are verified by a person. This is the same with all financial institutions. Ms. ****** was given an alternative for making cash deposits after hours but she has chosen not to use that method (the night drop).
It is not our normal practice to refund fees to members unless it is due to a Credit Union error. Ms. ****** had two transactions that came through her account. One was paid and one was returned and she was charged two $30.00 fees. The operations manager has agreed to refund one of the fees as a courtesy since Ms. ****** was not aware that the policy for ATM deposits is the same for cash as it is checks.
I hope that this has answered Ms. ******'s questions. If she has additional questions or would like to discuss this further she can call Martha Al**** at ***** ********.
Sincerely,
Randy L******** ***
Southwest Federal Credit Union
** *** *****
************ ** *****
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.