Complaints

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

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  SRP Federal Credit Union

  1070 Edgefield Rd North Augusta, SC 29860-9277

• 

  SRP Federal Credit Union

  PO Box 6730 North Augusta, SC 29861-6730

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:01/31/2025

  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.

  Money was taken out of my account without my knowledge to pay for a fraudulent check that was not my fault. Paid the money back and they still charged it off.

  Business Response

  Date: 02/05/2025

   Fraud/Loss Prevention Manager of Financial Crimes has completed an investigation of this matter and has determined that there was no error with the resolution of this issue. Based on the complainant’s own statement, a fraudulent check was deposited into his account. However, the check was deposited via mobile banking and would have required complainant's username and password. Once the check returned as “Altered/Fictitious”, a payment arrangement was made, agreed upon and completed.

• Initial Complaint

  Date:01/27/2025

  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.

  When I was given an auto loan from them, they asked if I wanted to purchase disability insurance with it, saying that I'd be covered if I couldn't work and make the payments due to a reason that was no fault of my own. In explaining that insurance, important details were not revealed, leading me to think that it would be a good idea to have, just incase I lost my job, got hospitalized, etc. When I was let go of my job soon after, since my termination was only because of the location closing it's doors, I figured that I'd be covered, being as this was an example of not being able to make a payment from losing my job from no fault of my own. When I contacted SRP, they said the insurance only covered me if I had gotten disabled at work. This was infuriating because that was definitely not how it was explained to me when deciding whether I should get it or not. And now I am behind on payments and my vehicle is up for repossession and I'm in a situation that I thought I'd never be in partly because of the faith I had in the extra insurance I've been paying extra for since I purchased the car. This type of coverage should be fully explained to someone, not just sugar coated to sound good in order to make the sale. A misunderstanding can be devastating when it comes to something like this, in which in my case it certainly was! Before I was more than a month behind on my payments, I tried explaining this to them, but it was brushed off as if it wasn't understandable and I was given no grace at all from it.

  Business Response

  Date: 02/07/2025

  We are in receipt of your complaint with the BBB regarding the disability loan protection insurance protection. I apologize the coverage failed to meet your expectations. The total Disability premiums added to your loan balance were $377.56 This amount will be credited to your principal balance as a refund of your premiums.

• Initial Complaint

  Date:01/06/2025

  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 filing a formal complaint against SRP Credit Union due to an extremely frustrating experience at their branch located at *** ***** **** in *******, GA, on January 3, 2024. The lack of transparency, poor communication, and unhelpful staff left me feeling completely dissatisfied and unsupported.
  
  I arrived at the branch at **** **, intending to open a basic checking account. After waiting for over 30 minutes, I was finally seen by a representative who informed me that my credit score (***) was too low for account approval. However, I know my credit score is actually above ***, and I provided proof of employment and payment information from my employer, along with evidence that I live locally. Despite this, I was told it wasn’t "good enough" and that I needed a higher credit score to proceed. This was never made clear to me upfront, and there was no explanation of the specific requirements or a clear process to follow.
  
  The representative did not offer any practical help, nor did she take any responsibility for the confusion or delay. Instead, she spent the majority of the time justifying the situation rather than trying to resolve it or help me understand the issue. Even after I provided additional details and documentation, I was told it wasn’t sufficient, and I was left without any clear steps on how to proceed.
  
  When the branch manager arrived, I hoped for some resolution, but unfortunately, the manager merely justified the situation and did not take accountability for the lack of service or communication. No one explained why I wasn’t able to open an account, and I left the branch feeling as though my time had been wasted.
  
  This entire experience was highly unprofessional, and I am frustrated that my attempts to open a simple checking account were met with such poor service. I am seeking an explanation for why I was not properly informed of the requirements upfront and what steps SRP Credit Union plans to take to improve customer service, transparency.

  Business Response

  Date: 01/10/2025

  The case has been closed pending correspondence from **. *******, Per Paula D****, AVP Retail Branches

  1.10.25 -At this point, **. ****** has not provided proof of address needed to open his membership. When we are provided with proper documents to support our membership requirements, only at that time we can open his membership with SRP Federal Credit Union.

  1.8.25-I spoke with **. ****** Tuesday evening at ****. I apologized for the service he received at our ***** *** location. I explained the issue was he did not have proper supporting documents for address verification. He insisted that he did. I asked him to email me the documents he provided our team so I could review them, as of **** on 1/8/25 I have not received any emails. During our conversation, he was still very dissatisfied and would not accept my apologies with the explanations of why we need said documents, he felt he should be allowed to open his membership/checking because his complaint was escalated. If I don't receive an email from **. ****** by the end of the day, I will contact him again requesting documents for review.

• Initial Complaint

  Date:12/31/2024

  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.

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 12/31/2024

  This complaint was resolved on ********. Please see the response below. I apologize for the inconvenience. I thought that I had replied.

  Bronwyn Pait, EA, SRP

  The Fraud/Loss Prevention Manager of Financial Crimes has completed an investigation of this matter and a resolution has been reached. Based on Ms. *********** admission, the check in question was made payable to two parties and deposited without the endorsement of ***** *****. Since the complaint was filed, SRP has been able to obtain documentation allowing the resolution of this matter.
  Response Letter has been sent to member.

   

• Initial Complaint

  Date:11/13/2024

  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.

  ******** ************ homeowner insurance) sent check for claim, deposited it in SRP ATM, ommitted to get ***** ***** siguature, (not my mortage company, don't have mortage). The check has cleared with ********, SRP won't release funds, without signature. ******** don't understand why, they won't release funds. Deposited check on 10/28/2024.

  Business Response

  Date: 11/21/2024

  ******** *** ****
  ****** ******** ******
  ****** ***** *****
  **** ***** ***
  ******** **  *****
  ***************************
  
  **** *** ******
  This response is in reference to
  your complaint that SRP Federal Credit Union (SRP FCU) received on November 13,
  2024.  We have reviewed the complaint and
  have completed an investigation of the concerns submitted to the Better
  Business Bureau.
  
  The
  Fraud/Loss Prevention Manager of Financial Crimes has completed an
  investigation of this matter, and a resolution has been reached.  Based on
  Ms. *****-***** admission, the check in question was made payable to two
  parties and deposited without the endorsement of ***** *****.  Since the
  complaint was filed, SRP has been able to obtain documentation allowing the
  resolution of this matter.
  Complaint
  Resolved by
  Brandon
  B****, CACTS, CFCI
  Fraud/Loss
  Prevention Manager
  *****************
  ************
  
  Respectfully
  submitted,
  Bronwyn P.
  Executive Assistant
  SRP Federal Credit Union
  

• Initial Complaint

  Date:04/29/2024

  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.

  Hello,
  
  I'm writing to file a complaint about a serious issue with my account at SRP Federal Credit Union.
  
  Here's what happened: I got a loan of $12,000 approved, and the money was put into my account on the **** of April 2024. But when I tried to log in on the **** of April which was a few days later, I got a message saying I couldn't because of some restriction on my account.
  
  I called customer support to explain what was happening and they told me to go to a branch nearby to fix it. So, I went. The person there requested for a ID and checked everything and said I should be able to access my account now. But when I got home and tried, same problem!
  
  It's been 2 days now, and I still can't get in. I really need that money for important stuff. I gave all the info they asked for during the loan application process, my driver’s license, paystub, and answered lots of security questions from my credit report but before loan was approved.
  
  I need them to either fix this problem ASAP so I can get access to my account and loan money. It's not right to have a loan account open when I can't even use the money.
  
  I work as a ***** ******, and my job requires me to be constantly on the move. Taking time out to visit the branch was a significant effort for me. However, despite making this effort, the issue couldn't be resolved so I will be glad if you can help me get this sorted out fast. If you need more info, just let me know.
  
  I don’t know if this will be needed but my member account number with the credit union is ******** 
  Thanks.

  Business Response

  Date: 05/01/2024

  Good morning,

  SRP's Fraud Supervisor has reached out to the complainant to schedule an appointment to get this matter resolved as soon as possible.

  We will keep you informed of any updates.

  Sincerely,

  Bronwyn P**** Executive Assistant 

• Initial Complaint

  Date:02/08/2024

  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.

  A couple months ago I called and asked to have my car payment stopped from coming out of my account, I was told that it would be stopped. For the last 3 months I noticed my bank account has over drawn by 35 dollars, I called 2 weeks ago and spoke with a rep by the name of Payton who informed me there was nothing they could because I needed to come into the branch and sign paperwork to stop payment. I explained I have 2 banks and my payment was coming out of the other bank account so why would they continuously charge me over draft fees when I have asked them to stop payment. I noticed today they charged me again all together in the amount of 140 dollars. I was never told to come in and sign any paperwork until I spoke with Payton. I'm in and out of jobs can't afford to just give away 140 dollars.

  Business Response

  Date: 02/08/2024

  Good afternoon,

  I attached the response letter, and I also pasted the content below.

  Karen B*** our Contact Center Manager reviewed the call
  and found no error on behalf of our agent or SRP. As a good will gesture, she
  refunded the three charges of $35.00 for ********** ********* *** ******** totaling $105.00. We also placed a stop payment on Ally for $342.23 remittance
  waiving the $35.00 fee.
  
  Karen called the member, and she is satisfied. She
  admitted she had not called before but talked to someone at the branch she
  couldn't remember. Karen told her the dates of the refunds she made, and the
  stop payment submitted. She was going to call **** about trying to pull again
  on ***/2024.
  
  She did not know how to place a stop payment for future
  reference, Karen walked her through the process.
  
  Complaint Resolved by
  Karen F B**** CCCM
  Contact Center Manager
  SRP Federal Credit Union
  ******* ************
  ****************
  
  
  Respectfully submitted,
  
  

  Bronwyn P***
  Executive Assistant
  SRP Federal Credit Union