Complaints
This profile includes complaints for Smart Financial Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 4 total complaints in the last 3 years.
- 2 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:03/13/2025
Type: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 sent a bill pay to the credit union on March 3rd, my bank sent them a check that was cashed by them on March 5th, and we don't know what account this money was deposited, the Credit Union keeps asking me for information, and I have contacted them many times and no one does anything, I provide them a check number, the date that the check was cashed, the account number that came from and they can't find the check, they now saying that the check was not cashed and to put a stop payment on the check, well I can't do that since the check was cashed already, and today they are requesting a copy of the check showing it was cashed and that's going to take 15 business days from me to get that, I feel that the Credit Union is not doing enough to find my check, everyone is so rude and careless about my situation.
Business Response
Date: 03/26/2025
We understand your concern regarding the loss of this check during transit and want to assist in resolving this matter. According to our records, Smart Financial has not received or collected payment for this check. Without confirmation of payment, we are unable to continue with our investigation at this time.
We kindly ask that you provide a copy of the front and back of the check from the bank account from which it was drawn so we can further assist.
Thank you for bringing this to our attention and we appreciate your cooperation in providing the necessary details.Initial Complaint
Date:07/29/2024
Type: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.
To whom it may concern,
Gina refused to deposit my daughters 4H check because it was over a certain amount. I explained we have been deposting these amounts for 3 years. All of a sudden, when I said she was 11 years old, they said,"oh, she has to have a savings account." I made a comment about that being stupid and Gina, berated and belittled me telling me I had no right to talk like that. Her "manager" Joy came over and continued to do talk to me like i was not a customer. The only difference is Joy, the alleged manager was literally screaming at me. She walked away making comments under her breath. She then threatened to close my account. This is all because they are refusing to deposit a check, one that I've been depositing every year for 3 years. They were unable to provide written documentation that an 11 year old had to have a savings account to deposit this size check.
I am wondering if this was a race issue for Joy. It honestly seemed like me being white was part of the problem.
Either way, over the years, this location has gone downhill. Its truly disgusting how i was treated.Business Response
Date: 08/09/2024
Ms. ******,
Thank you for
your recent feedback. Member satisfaction is a top priority at Smart Financial
and we are committed to continuously improving our services.
As previously
discussed, this matter you brought to our attention has now been resolved. We
appreciate your understanding and cooperation throughout this process and
apologize for any inconvenience you may have experienced.
Should you have
any further questions or concerns, please let us know.Initial Complaint
Date:09/06/2023
Type: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.
Despite the credit union suspecting the charges/withdrawals were fraudulent, Smart Financial proceeded to use my account funds to pay 4 (four) fraudulent charges from my personal checking account. One for 351.60, one for 158.87, one for 334.66, and one for 342.28. Although the credit union notified me after the fact that they suspected fraud with the first charge, they proceeded to pay out the amount, then, incredibly, paid out 3 additional charges for different amounts to the same fraudsters.Business Response
Date: 09/13/2023
We want to thank Ms. ****** for bringing this matter to our
attention and we apologize for any miscommunication on our part that may have
led to the misunderstanding of the process. As the regulations require, Ms.
****** has been issued provisional credits for all three transactions that are
being disputed as fraudulent. This dispute may take up to 45 days, in line with
the regulations in place for debit cards.
Our fraud monitoring process alerted to potentially
fraudulent activity on Ms. ******** account and our system notified her via
text message and then via email. Once we received a response from Ms. ******,
we followed our established practice and opened a dispute through our debit
card processor and the merchant. While the dispute is on-going, the provisional
credit(s) will remain in Ms. ******** account. Once the dispute has been
completed, the provisional credit(s) may become permanent if the transactions
are found to be fraudulent, at which time Ms. ****** will not have to take any
further action.
The credit union follows the timing requirements found in
the federal regulations for debit card disputes. We also strive to assist our
members by promptly communicating potentially fraudulent activity on their
accounts – but we depend on the members providing responses for us to act on
their behalf.
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