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Business Profile

Credit Union

State Employees Credit Union

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Credit Union.

Complaints

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

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State Employees Credit Union has 7 locations, listed below.

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    Customer Complaints Summary

    • 3 total complaints in the last 3 years.
    • 3 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:08/21/2024

      Type:Billing Issues
      Status:
      Resolved
      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.
      Beginning of February I received a letter dated February 2nd from the State Employees Credit Union St Michaels Branch stating that they received a request to change my address to Stagecoach Junction RD Sandia Park NM 87047. I DID NOT make this request and I also didn't call them right away due to suffering a traumatic brain injury from covid in February, I was very sick. However my credit reporting agencies notified me of an address change that I did not request. I called the credit agencies and they told me that because its a bank that reported it I cannot just file a dispute the bank would have to correct it. So I went to the credit union and the bank manager at the time a man named Leo Trejo called me to basically pass the buck and act like he cared, mind you it always took 5-6 days for him to get back to me and then it was always they don't know what happened they would look into it. I don't need a research project, I have the letter from them saying they were going to do this and the evidence on my credit report now, apparently whether I asked for it or not. Sidenote, this address is my sisters house where she also lives and also has an account at the same credit union. her address did not get changed nor did she receive this letter. I went into the CU in May and a very nice woman named Veronica tried to help me but she could only do so much she made a copy of the letter they sent me and I explained my sister also has this address and I also explained what the credit agency said about removing this address, she sent it up the chain to her boss, called me that after noon and told me that her boss was looking into it and would get back to me. Well here it is August and the credit union is still doing nothing and no one has gotten back to me. I am still very sick and don't have the energy to go in there every week to get no help. I have done everything I can and the bank made this error and they refuse to fix it or help me.

      Business Response

      Date: 09/11/2024

       

      To whom it may concern, 

      State ECU's AVP of consumer lending has reached out to Ms. Romero and have scheduled a time this week for *** ****** to sit together and contact the credit reporting agency to get this issue resolved. 

      Best Regards, 

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

       

      Customer Answer

      Date: 09/13/2024

      Hello,

      I was writing to let you know that the SECU reached out to me this week and as of today the credit report has been fixed. Thank you for getting the fire under them to fix their mistake. Always appreciate the BBB.

      Thank you,
      ****** *****

    • Initial Complaint

      Date:07/16/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 Monday July 8th 2024 the state employees credit union of New Mexico switched online banking apps. During this process they locked me out of my account and wouldn’t answer the phones. On Thursday July 11th 2024 they called me to help me back into my account. When let in it wasn’t my banking it was a completely different persons. After that they pretty much said they didn’t know what to do and hung up. No call backs, no emails, zero answers. Someone else clearly has my account and I can’t see if they’ve taken all my money because I can’t access anything. The bank isn’t helping me, I have access to nothing. Clearly they’re swapping social security numbers in the system because why is someone else’s account on my ssn? I’m terrified on what’s happening to my money/ social security number because anyone could have it.

      Business Response

      Date: 09/04/2024

      On July 8th State Employees Credit Union converted our Digital Banking platforms. During this time the Credit Union was inundated with phone calls that caused our phone lines to be overloaded and Members to experience longer than normal wait times. At that time, we utilized an outbound calling team to assist Members. It appears that *** ****** was assisted by multiple Call Center Representatives during this time. We have reached out to *** ****** multiple times and left several voicemails, to better understand her issues and ensure what she was actually seeing were in fact not her accounts and discuss her concerns. We have researched the account and do see that she has
      accessed the new digital banking platform and the accounts listed, all belong
      to her. She has been assisted by several different employees, since the 7/8
      launch. We have not successfully made contact with *** ******.   

      Customer Answer

      Date: 09/04/2024





      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. But you took two entire weeks to get back to me, two weeks with zero access to my account that someone else had access to and could see/take from. It doesn’t matter if they were related to me or not. Do not make it seem like I was the unreasonable one here. Thank you for fixing the issue when you did. You didn’t call me multiple times after helping fyi it was once, I will most likely be going in a different direction banking wise after this. Thank you so much. 



      Regards,



      **** ******

    State Employees Credit Union is NOT a BBB Accredited Business.

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